🚀 go-pugleaf

Duncan's hit the nail on the head, such as it were.

In article <dmurdoch.261.721411529@mast.queensu.ca> dmurdoch@mast.queensu.ca (Duncan Murdoch) writes:
>In article <1dj8itINN6ru@matt.ksu.ksu.edu> danodom@matt.ksu.ksu.edu (Dan Odom) writes:
>It's just inefficient for them to offer tech support by email.  

Microsoft doesn't do support via email, but snailmail support averages
a $10 cost per letter. I don't remember the cost for the average 
phone call, but this is why many Microsoft product groups don't do
support via letters.

If you ask 
>your question in an open forum (like Compuserve or Usenet), then lots of 
>other people will see your question and their answer.  

Particularily for programmers, Microsoft is pushing Compuserve support
for this reason.

>I suspect they'd be quite happy to have a tech support forum on Usenet, if 
>it could be demonstrated that
>
> a) There'd be no objections to "commercial" use.
> b) There's the right kind of audience here to justify it.

Especially B). No, I will not spearhead such an effort (one is already
underway) nor will I endorse it. I am attempting to provide information
that may help you understand where MS (and other companies) is coming
from. 

>Compuserve isn't that expensive; if you live in a big city so that it's a 
>local call, and you use a session automator, you can get a lot of 
>information for $5/month.  If you can't afford to spend $5/month, then the 
>sad truth is that Borland probably isn't interested in helping you.  
>They aren't helping you out of some noble feeling that since they sold you 
>something they should support it; they help you because they hope to sell 
>you something else.

Another reason why good support is an issue watched by many microcomputer
software companies is that happy customers tend to purchase upgrades,
purchase other products from the same company, and recommend the company
to their friends. Unhappy customers tend to not purchase upgrades, boycott
other products from the same company, and tell anyone who will listen
(without bashing their nose in) to boycott the company.

-jen
no speaking for microsoft in any way, shape, or form.