I asked if the call was made using a normal mobile phone, the answer was 'I'm not allowed to do that'. Each time the engineer would call into the customer's front desk the report was 'it seems to be working fine'. I was told they needed to know exactly how long the delay was (despite it almost always being 6 to 10 seconds). Also asking me to "record the delay using a stopwatch", which Microsoft was quite insistent that I do.as in a literal stopwatch. My contact would ask for logging information.dates and times of problematic calls and each time asking for more examples and logs. I would provide information, Microsoft would 'pass it up to the engineers'. Some on my own and some with a Microsoft engineer, basically going in circles. I spent from 20-May until 18-Jun working on this about 4 hours/day. I hope others find this helpful or have a different/better experience. I apologize in advance for the long post.
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