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date: Fri, 11 Jul 2008 13:44:22 -0400,
group: microsoft.public.technet
back
Re: Technet subscription general customer support email address?
Mike-
Based on the source address of recent survey emails, Technet was using a
vendor (gfk) to administer the technet user satisfaction survey. I had
already taken the survey, but was still receiving email reminders to take
the survey (which when clicked, told me I could not re-take the survey).
Per your suggestion of describing this issue in the survey itself (so
technet could read it), I could not re-enter the survey to make changes or
alert them to this issue via the survey itself, since I had already
completed and submitted my responses. I had found the webmail link (as also
noted in your response) to send notes to the technet team, but at the time
of my original post my intent had been to copy them on my response to the
vendor, which cannot be done via a web-based email generator.
I provided feedback to (and then had several correspondences with) the
vendor to try to help them troubleshoot why their process was creating
nuisance reminders- they agreed that this was not intended or desired
behavior for technet subscribers who had already completed the survey.
My intent to keep the Technet team in the loop (original post) was because
the vendor was acting on their behalf. Part of my professional work is
customer service and customer advocacy- so if I were on the technet team I'd
certainly want to know if a vendor is essentially spamming technet customers
with extra, erroneous emails- and whether they were fixing the problem.
Without someone notifying technet, I'm not sure they would ever have known.
I appreciate the link to the local subsidiaries; I responded generally
positively on the survey, but find it ironic that it took over 2 weeks to
get any response in this newsgroup (which I had mistakenly thought was a
technet managed newsgroup based on the name, but it turns out that it isn't
listed at http://technet.microsoft.com/en-us/subscriptions/ms788697.aspx).
I guess I'll contact technet to suggest that microsoft.public.technet would
make a logical addition to the list of technet managed newsgroups. The list
of managed newsgroups does not appear to include any that provide support
for the types of posts we see in this newsgroup, such as people having
trouble activating subscriptions, changing LiveIDs associated with an
account, issues accessing the downloads area, or other technet
subscription-specific issues. While this is not a huge volume newsgroup,
responding to technet-specific issues with the same speed as documented in
the service level agreement (which I haven't looked at lately, but I seem to
recall it was 24 hours) would probably make those folks with problems much
happier technet customers.
Best regards,
Keith
"Mike Brannigan" <Mike.Brannigan@localhost> wrote in message
news:00E0464A-705D-4CC4-A298-E72F67F23CA5@microsoft.com...
> "ker_01" <ker_01@newsgroup.nospam> wrote in message
> news:%23axSC334IHA.4988@TK2MSFTNGP04.phx.gbl...
>> Technet provides a variety of support options; including a web-based
>> "contact us" form. I recieved a third-party email on behalf of technet
>> (gfk technet subscriber survey) and I'd like to cc: my response to
>> someone responsible at technet so they can see my reply- I can't do that
>> through a web contact form.
>>
>> I still have Andy Boyd's email address from way back when (almost a year
>> ago, when I was having trouble accessing technet at the beginning of my
>> subscription) but if I recall, his invitation to provide some individual
>> support was related to accessing technet, whereas this is more of a
>> general customer service suggestion.
>>
>> Does anyone have an appropriate email address I can use, soley for the
>> purpose of keeping the technet team informed?
>>
>> I've sent up a spam-catcher account, so if you want to email me an
>> address directly to me please use:
>> keith e ruck 7 at g mail period com
>>
>> If anyone has an email address for me to use and posts it in reply,
>> please have the courtesy to obsfuscate it so that the spam engines can't
>> read it easily- no sense swamping the technet crew with spam.
>>
>> Thanks,
>> Keith
>
> You do not need to CC anyone for them to see your reply to the survey.
> That is the point of web survey they are all collated and any specific
> feedback entered on the form will be parsed and sent to triage if
> required - so your feedback will reach the relevant persons within the
> TechNet team.
>
> There is no one external e-mail to reach the internal TechNet team - if
> you wish to provide feedback etc on the TechNet product/service then do
> so via the teams blog at
> http://blogs.technet.com/technetplussubscriptions/default.aspx where
> there is a link to e-mail them which takes you to a form that will result
> in the e-mail reaching the internal team.
>
> As regards general customer service/support issues then these are dealt
> with via your local (country/region) subsiburies contact phone number and
> e-mail addresses see
> http://technet.microsoft.com/en-us/subscriptions/bb521230.aspx
>
> Can we ask - just what you think you need to directly send e-mail "soley
> for the purpose of keeping the technet team informed"?
>
> --
> Mike Brannigan
date: Tue, 5 Aug 2008 08:42:44 -0400
author: ker_01 am
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