Microsoft has always been in the forefront of supporting and evolving the user experience. At any given time, you can find at least one or two new products on the market that revolve around the user experience. This is true in a broad sense and it also means that Microsoft’s focus has always been on the human component that makes a product successful. Microsoft is not simply a technology company.
When it comes to Microsoft support, the support they provide has actually expanded over the years. There was a time when Microsoft worked hand in hand with the IT departments of these organizations. When a system would break, the IT departments would take it upon themselves to troubleshoot the problem. If the problem could not be resolved at that time, then Microsoft would contact the users and work through the issue on their behalf. These days, this is no longer the case. Microsoft has long since shifted their support infrastructure and most customers today receive the information they need from the manufacturers.
While this shift has resulted in Microsoft being in charge of all support, it has also meant that support has become a lot more detailed and precise. When an issue arises, Microsoft will send someone out to the customer’s location for an assessment of the situation. Once the assessment is complete, the customer will receive the results. They will then have a few days to decide whether or not they are willing to handle the issue on their own. If not, Microsoft will make that decision for them. After a company has resolved an issue, they can request a support solution to handle the issue. The staff at Microsoft will then fix the issue as soon as possible and follow up to make sure the issue has been fixed completely.
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