I have been on the phone with MS way more than I would like to be in the past month or so. Three times and two of them were for critical issues. Both times it was not the best experience. They do not like to escalate the case to a senior engineer even when I ask nice. That is very frustrating. I hate hearing them say that they are talking to a senior person, Just put that senior person on the phone. One time the guy on the phone did not know what a command prompt was. Huh really, and you work for MS as support?
This time I am on with MS for a knowledge transfer and so far this is a much better experience. I guess that makes since now that I will not have to escelate the issue.
I really hope that support can improve or I think our money would be better spent with another consulting firm that really knows how to help.