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How to Report a Bug to Microsoft

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Re: How to Report a Bug to Microsoft

#81

Post by rootsudo »

As someone that use to work in Enterprise and prior in SMB for o365, you are caught in a trap because Home users aren't treated the same way.

If you want this to be escalated quickly and get the devs involved, create an o365 trial account, make sure it has a null.onmicrosoft.com domain - that's commercial.

For commercial, you're connected to a tech, which is outsource through the typical firms, e.g. Teleperformance, Experis, Unisys, etc -- they don't care but they have an SLA to follow and if you give them negative feedback, the case will be escalated as the team lead will question why they got negative.

For example, a typical agent would have 100-120 cases a month. CSAT can not fall under 92%. Yes, 92%.

Escalations on a negative feedback ticket removes that ticket from that techs queue, so by rating it negative and not letting it be closed will get you the quickest service in terms of escalation because the agent and that agents Team Lead will escalate it to the NEXT team that has meetings with QA and the Dev's in India w/ Wipro and is the quickest way to get it resolved.

Or, just prove that there's a way it can be a security vulnerability and get a 10k check. I would but, I think I'm disqualified.

Re: How to Report a Bug to Microsoft

#82

Post by cm2187 »

laktak wrote: post #46

For an example on how it should work look at Bash On Windows. They are really doing a great job there. https://github.com/Microsoft/BashOnWindows/issues

Yeah but this is a new project with a team actively developping it. Office is kind of more in maintenance mode, where almost no new features get added between versions. So you probably don't have the same resources behind focusing on improving the code.

Re: How to Report a Bug to Microsoft

#83

Post by mistermann »

mhermher wrote: post #71
mistermann wrote: post #62

Earlier quoted context omitted.

> It is controlled by its shareholders, not by its employees. It is controlled by management, shareholders don't have any input, especially at this level of detail. Employees I think NOW (in some divisions) have input, but it is still in pockets. Ask yourself this: do you think Scott Hanselman happiness level with the "new Microsoft" is better/worse/unchanged? NOTE: It's really interesting to see how much public perc…

It's being downvoted because it is really mean spirited, in case it wasn't obvious to you. You know there are MS engineers reading this thread, and your comment is essentially shitting on them and saying that they don't have any pride in their work. It's one thing to shit on management or whatever, but your comment reads at least in part as a very serious dig at the actual employees. And it's just a really shitty thi…

I can see how it could be easily misinterpreted, but I think if you read what I said, I was pointing my finger at Microsoft the company.

But then again, if we refer back to the original article and assume the author is being mostly honest (I believe he is), then are employees working in support who disingenuously transfer people around to "more appropriate" support personnel in a system designed (by management, yes) to get people to give up beyond any criticism, because "it's just their job"? I think that's a valid question.

Point taken I am excessively rude, but good god how will anything get better with quasi-monopolies? My intent, to be honest, is to invoke a feeling of shame to employees who watch this happening and do nothing. I think there's even a famous saying to that effect.

Re: How to Report a Bug to Microsoft

#84

Post by cube00 »

discreditable wrote: post #50
mistermann wrote: post #28

Earlier quoted context omitted.

> I remember that MVPs and PMs would absolutely trawl those forums looking for user-reported bugs and trying to help get them workarounds & fix the root-cause bug. YMMV of course, but many members of the team spent time every week looking for primary-source user feedback. Oh bullshit. Anyone who's landed on answers.microsoft.com before and seen what passes for "dialogue" with customers on there knows what you're sayi…

Agreed. Easily ⅔ of the time I land on answers.microsoft.com, the MSFT response marked as answer is "run sfc /scannow" or "Try a clean boot".

Don't forget how sorry they are to hear it and that they will most happy to assist with your problem.

Re: How to Report a Bug to Microsoft

#85

Post by garganzol »

badminton1 wrote: post #23

In contrast, Steve Jobs was known for randomly answering customer support calls to better understand the customer. http://www.cnn.com/2011/11/22/tech/innovation/jobs-excerpt-c...

Satya Nadella does not. He is busy "engaging with cloud-first experiences widening the mobile satisfaction among diverse platforms across the boards of world-wide decision makers". Or something like that, the point is: CEOs like him are completely missing the customers' reality. They are, literally, in the clouds of corporate nirvana until customer base is starting to die off.

Re: How to Report a Bug to Microsoft

#86

Post by praneshp »

yuhong wrote: post #59
DaiPlusPlus wrote: post #51

Earlier quoted context omitted.

In my experience while I worked there (on Visual Studio and Chakra) it felt like all the major bad decisions were being made at the upper-levels of management - things like the original Windows 8 sandboxed XAML "Apps", the Surface RT, killing VB6 without giving users a clear exit strategy, the decision not to market Zune internationally, making Windows XP look like a toddler's Fischer-Price toy, or the Terri Schiavo-…

Notice the good decisions came later than the bad decisions in the list.

I guess like Dumbledore says "In fact, being rather cleverer than most men, my mistakes tend to be correspondingly huge"

Re: How to Report a Bug to Microsoft

#89

Post by DamonHD »

colejohnson66 wrote: post #53
DamonHD wrote: post #12

Ah! Many many moons ago when MS refused to even answer the phone I ended up in frustration telexing (yep!) a guy in MS HQ who turned out to be called Bill Gates, and dramatic things happened quite quickly. That's what we used to do before blog posts... (It also resulted in my first start-up getting funded.)

Is this story available in more detail somewhere?

Only generally after a few pints... B^>

Re: How to Report a Bug to Microsoft

#90

Post by alkonaut »

yellow_postit wrote: post #41
alkonaut wrote: post #20

First, I think it's good that Microsoft and others separate tech support from bug reporting . Obviously some support requests will be due to bugs - but I'd never ever try to enter a bug via tech support (and this article shows why). That said, the Microsoft way of bug reporting is utterly infuriating. If a bug like this is reported you want a human response from a developer familiar with the code in question, within…

How do you propose filtering tech support from bug reports at scale?

A bug report comes with steps to reproduce, attached logs etc. Just having a team first to throw out everything from the issue reporting that doesn't meet the issue quality requirements, next a team of second line support actually reproduce the bugs and make proper work items to be prioritized - or close them as "duplicate", "can't reproduce" or similar - which the reporter gets within just a couple of days.

The trick is to set the quality threshold high. It should take a couple of hours to report a bug but that should be because of the effort of writing the issue - not because you navigate tech support phone people.

So basically "I can't do this thing I need to do, although it worked in the last version" is tech support - not a bug report. With the minimal steps to reproduce, some logs and perhaps a vm image - it's s bug report.

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