Chapter 15. Customer Service and Support


Philosophy: It has been my observation that the bottom line of every feature, bug, hotfix, or design change request always comes down to the question, “Will we (Microsoft) support this?”

 --Vincent Maraia

It is interesting how after almost 30 years, Microsoft has realized that the name product support services (PSS) might not be an accurate representation of what the support organization’s goals are. After all, supporting the customer is what they really do, so the name was recently changed to customer service and support (CSS). Because my first job at Microsoft was interning in the PSS hardware team in 1989, I experienced a lot of the support pains firsthand. Back in 1989, when every personal computer ...

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