Microsoft Customer Service and Support Experience

Do you know how is the Microsoft Customer Service and Support like? I had some of the experience dealing with Microsoft MSDN staff while I had problem log in to my MSDN account. I have to chance to deal with Microsoft Hardware Customer Service and Support Team now. How is their service? In short – Fast, Profession but…

Read the below survey to know more. (It is a long one)

Thank you for taking a few moments to answer questions about the service that you recently received from Microsoft. Your feedback will help Microsoft Services better meet the needs of its customers.

Today’s survey will focus on the service you received on your recent support case regarding Wrls Ntbk Laser Mouse 7000 AL, closed on 2008/07/30.

Do you recall contacting Microsoft for support about Wrls Ntbk Laser Mouse 7000 AL on 2008/07/30?
The case number was 1074562494 and the case description is Personal Unpaid/Wireless Ntbk Laser Mouse 7000/Product Install (Personal Support).
YES

Please rate the overall quality of support you received from Microsoft on this particular issue, using a 9-point scale where ‘9 is excellent’ and ‘1 is very poor’.
7

What could Microsoft have done to improve the quality of service on this issue?
(Please be as specific as possible.)
More interaction between Microsoft Support and vendor (the one take care of returned product). False info given by Microsoft Support on product return process. Example, Microsoft Support said ‘A’ while vendor said ‘B’.

How many times did you initiate contact with Microsoft regarding this problem?
3

For the following questions, please rate your recent experience with Microsoft using a 9-point scale, where 9 is “excellent” and 1 is “very poor”.
(Considering everything that happened from the time you dialed Microsoft until you were connected with a support engineer, how would you rate this process?)
7

For the following questions, please rate your recent experience with Microsoft using a 9-point scale, where 9 is “excellent” and 1 is “very poor”.
(The quality of the automated telephone service)
8

For the following questions, please rate your recent experience with Microsoft using a 9-point scale, where 9 is “excellent” and 1 is “very poor”.
(Quality of service of the Customer Service representative.)
6 (It should be 8 but the survey website does not allow to go back and change)

For the following questions, please rate your recent experience with Microsoft using a 9-point scale, where 9 is “excellent” and 1 is “very poor”.
(The wait time to speak with a support engineer after first reporting your problem.)
7

After creating your case, the Customer Service Representative gave you a case number and then transferred you to technical support. Did the Customer Service Representative transfer you to the correct technical support group?
YES

The next few questions are about your recent experience with the Microsoft support engineer. Please use a 9-point scale, where 9 is “excellent” and 1 is “very poor”.
(The overall quality of service received from the support engineer.)
6

What most influenced your rating of the support engineer?
Gave wrong info on product return process.

The next few questions are about your recent experience with the Microsoft support engineer. Please use a 9-point scale, where 9 is “excellent” and 1 is “very poor”.
The ability of the support engineer to properly set expectations for this call. – 7
The engineer communicated progress toward resolution of the case – 7
The ability of the engineer to understand your needs – 7
The engineer’s technical knowledge about your case – 5
The engineer treated you as a valued customer – 8
The ability of the engineer to speak clearly – 8

Did you and the support engineer agree on closing this case?
YES

Do you believe that the cause of this problem was security-related?
NO

Did the information given by Microsoft Support help you resolve the problem?
No, my problem was not solved

Please rate the amount of time it took to close this case, where 9 is excellent and 1 is very poor.
6

Before you attempted to contact Microsoft directly for this issue, did you use any of the following resources? Please check ALL that apply.
Wrls Ntbk Laser Mouse 7000 AL online self-help features – Not found
The Contact Us link on www.microsoft.com – YES
www.support.microsoft.com – YES
Other (please specify): – Nope

Would you like someone from Microsoft to follow up with you regarding this experience?
No, please do not have someone from Microsoft contact me

How would you rate the overall quality of Wrls Ntbk Laser Mouse 7000 AL using the 9-point scale where 9 is excellent and 1 is very poor?
5

Can your contact information be shared along with your survey results to Microsoft?
Yes, my contact information may be shared along with my survey results

Thank you very much for taking the time to complete this survey. Your time is very much appreciated.

Thanks for reading until the end.