Forum Discussion
Raising support requests
I still think the biggest issue here is how Microsoft (failed) to communicate this.
I think the biggest issue here is trying to fix something that wasn't broken and antagonising customers in the process.
Pedro Innecco, similar to Tony, I've had a detailed session with MS folks on the changes in support experience. Having also worked as frontline engineer, I can say I completely understand their reasoning, and I'm sure most customer would agree to that. If they bothered to explain it prior to launching the changes, that is.
Now, the execution itself is another story, and you can trust me when i say the MVPs are even more unforgiving with their feedback on this. I can go on for hours on the issues with support (as I see them), both old and new experience, but I can also appreciate the fact that MS is trying to change things. Well, at least their intention was good.
Sorry but I don't buy it for a second that Microsoft's intentions were good -- and the issue to me is way beyond a simple matter of communication. The fact that they removed something that was working fine before for us (regardless if its UI was pretty or not) would be bad enough. But on top of that, treating customers with disdain by telling us that we 'do not have a good reason to revert to the previous experience' is simply unforgivable. And I will make sure as the CTO of my organisation to remember that.
I have a strong background in IT Service Management and there nothing I can think of that justifies the implementation of a new portal that removes fundamental service management features such as: a) cancel an existing case; b) open an additional case; and c) see past case history.
Whoever is responsible for this new portal experience should look for a career change.
I tend to agree with VasilMichev when he says that the problem was communication. If Microsoft had told people that they were going to change the support process and why (to make things better), then it is easier to accept when things go wrong. After all, we have all seen IT projects that ran into unexpected problems.
But they didn't (and acknowledge this fault) and tenants ran into the new support experience without warning. Surprising people is never good, especially when they are your paying customers...
