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Microsoft Support - Well Support After a Nudge

Discussion in 'BlackHat Lounge' started by BassTrackerBoats, Aug 22, 2014.

  1. BassTrackerBoats

    BassTrackerBoats Moderator Staff Member Moderator Jr. VIP

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    After trying repeatedly to sign up for Azure from Microsoft for a project, I sent a ticket in and followed that up with an email with details and screenshots of the issue I was encountering.

    I get this via email:

    Hello Greg,

    Thank you for your email.

    I understand that the sign up process might have been a bit difficult for you because of the error that is showing up. We apologize for the inconvenience cost to you here.

    However, I have engaged the Account Research team to further look into the issue, and please be advised that the estimated ETA for this would be 1-2 business days, and we would provide you updates once we hear from them.

    Meanwhile should you have any questions or concerns, please feel free to contact us ? we are here to help.

    Best Regards,
    Adbul

    My response via email:

    Hi Adbul,

    That is insane 1 ? 2 business days. Are you telling me that Microsoft, the world?s leader in software and technology, is unable to set up a client for a service that they sell without taking 3 ? 4 days? It?s been a day or two already.

    Is that what MSFT is doing the entire world over to anyone that is trying to get an account set up? I can?t possibly believe that or it would be on the first page of the news and in all the Internet Marketing and SEO forums.

    Let?s get this fixed and take it to a superior to get it done if necessary. There is absolutely no reason I should not be able to sign up for an Azure account and have the entire process seamless.

    Thanks,

    Greg


    Response from Microsoft via email:

    Hi Greg

    My name is Dheemanth. I am from the escalation team and I understand that you are experiencing the following error ?Sorry, we could not complete the operation. Please try again later or reload the web page? while you sign up for the Azure subscription.

    We are seeing this behavior from few users and I will keep you updated. So please give me some time and we will provide you with an update. This is a known issue. So please do not try to purchase until further instruction.


    I then forward all correspondence via email to the next level guy noted in the sig; Sapna is his name where upon I get this email:

    Hello Greg,

    Thank you for your email. I completely understand your concern and related feedback regarding this issue. The sign up process is instantaneous, however this is a known issue which our engineering team is actively working on priority. Unfortunately, this we are dependent on them for an ETA and to gain further insight. We also consider the resolution critical for us as much as it is for our valued customers. Currently, this case is driven by one of our escalation resources (Dheemanth) for better visibility and assistance.

    At this point we would appreciate your patience and cooperation, while we investigate and fix the issue.

    Regards,

    Sapna


    20 minutes later, Dheemanth called my on my cell, took about 8 minutes with me on the phone and things worked out fine. Apparently if you ask why this is not on all the news sites, the IM forums and the SEO forums you get a phone call to help you out. He offered to do a join.me session and was very professional in his conversation. Apparently there is a way to make this happen manually as that was what happened and although it was not a huge issue for me, I have others that are relying on that service on my team and it was putting them behind in their work.

    MSFT ain't so bad after all if you choose to be the squeaky wheel.
     
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  2. Bot Solutions

    Bot Solutions Regular Member

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    Cool story, Greg. :)
    You had doubts with Microsoft?
     
  3. BassTrackerBoats

    BassTrackerBoats Moderator Staff Member Moderator Jr. VIP

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    Yup and I Still do.
     
  4. The Scarlet Pimp

    The Scarlet Pimp Jr. VIP Jr. VIP Premium Member

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  5. Izzma

    Izzma Regular Member

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    Hell, just look at IE and you know what they stand for!
     
  6. Stizerg

    Stizerg Power Member

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    Why don't you use Amazon Web Services? I used Microsoft Azure for approximately 8 months when I realized that I miss some important functionality and that MS developers won't implement it in the near future. Since then I'm a happy customer of AWS that does everything I need for competitive price.
     
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  7. BassTrackerBoats

    BassTrackerBoats Moderator Staff Member Moderator Jr. VIP

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    This is not for an end use product but rather part of something that we are testing.

    I should amend this as I responded late at night for me and did it on my phone which is a bit of a pain for wrting anything of length.

    First, thanks for the heads up, I appreciate that. We are doing a bunch of different things and one of them is seeing how this works for a particular process that we may implement for a project. We did look at AWS and a the time there was a huge outage and a bunch of sites were down so this was the alternative to use for this experiment.

    We may revisit the AWS solutions available as we understand that any technical service can have an issue and it does not necessarily reflect on the service as a whole.

    Again, my apologies for the curt response last night, that was out of order.
     
    Last edited: Aug 22, 2014