Microsoft blasted over support charges Microsoft has been accused by its users of charging for support calls for networked Windows 95 licences when the information is readily available on the company's Internet site. While some users are aware of the site, others have only come across the Knowledge Base support database - http://www.Microsoft. com/kb/ - by accident. One user said that once he discovered the Knowledge Base resource he found identical support documents to those that had been faxed to him in response to support calls made to Microsoft. "They are using exactly the same database as the Internet site," he said. One network manager in the television industry said: "I do feel angry that we are paying for support that is freely available on the Net." With standalone retail versions of the product, 90 days free support is offered. However, for multi-licenses phoning up with networking or communications queries a £30 charge is made per incident, according to Stuart Anderson, services marketing manager at Microsoft. David Grant, PC support manager for WH Smith News said: "If they are duplicating support on the Internet then it is unfair to the user, but if the user hasn't bothered to look at the Microsoft site then it is on their heads." WH Smith News uses Technet, a CD support service from Microsoft which costs £249 a year in subscription. Anderson claimed that every caller to technical support is explained the alternative options such as Microsoft's Internet site and Keyfax services. |
LIZ MORRELL |
From the 29 May edition of Network News |