What are your Groove customers supposed to do with at this point? The product
documentation has innacurate support and help information, the versioning
poorly managed across your sites (update linking to groove.net installs
different version instead of updating as advised on the site), and there's no
concrete way to submit a serious bug or contact Groove's support personnel
(free or paid).
Groove 2007 being part of office, I believe users would hope to see some
support backing on MS's part.
----------------
This post is a suggestion for Microsoft, and Microsoft responds to the
suggestions with the most votes. To vote for this suggestion, click the "I
Agree" button in the message pane. If you do not see the button, follow this
link to open the suggestion in the Microsoft Web-based Newsreader and then
click "I Agree" in the message pane.
"Sly" <Sly@discussions.microsoft.com> wrote in message
news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
> What are your Groove customers supposed to do with at this point? The
> product
> documentation has innacurate support and help information, the versioning
> poorly managed across your sites (update linking to groove.net installs
> different version instead of updating as advised on the site), and there's
> no
> concrete way to submit a serious bug or contact Groove's support personnel
> (free or paid).
>
> Groove 2007 being part of office, I believe users would hope to see some
> support backing on MS's part.
>
> ----------------
> This post is a suggestion for Microsoft, and Microsoft responds to the
> suggestions with the most votes. To vote for this suggestion, click the "I
> Agree" button in the message pane. If you do not see the button, follow
> this
> link to open the suggestion in the Microsoft Web-based Newsreader and then
> click "I Agree" in the message pane.
>
> http://www.microsoft.com/office/comm...ic.office.misc
Thanks, JoAnn. Pardon my bluntness, but would you honestly say that's the
best way a paying customer should get a resolution to a production problem?
People paid for the software and expect it to be supported to some extent;
this is not some shareware app off the web.
"JoAnn Paules" wrote:
> microsoft.public.groove
>
> --
>
> JoAnn Paules
> Microsoft MVP - Publisher
>
> How to ask a question
> http://support.microsoft.com/kb/555375
>
>
>
> "Sly" <Sly@discussions.microsoft.com> wrote in message
> news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
> > What are your Groove customers supposed to do with at this point? The
> > product
> > documentation has innacurate support and help information, the versioning
> > poorly managed across your sites (update linking to groove.net installs
> > different version instead of updating as advised on the site), and there's
> > no
> > concrete way to submit a serious bug or contact Groove's support personnel
> > (free or paid).
> >
> > Groove 2007 being part of office, I believe users would hope to see some
> > support backing on MS's part.
> >
> > ----------------
> > This post is a suggestion for Microsoft, and Microsoft responds to the
> > suggestions with the most votes. To vote for this suggestion, click the "I
> > Agree" button in the message pane. If you do not see the button, follow
> > this
> > link to open the suggestion in the Microsoft Web-based Newsreader and then
> > click "I Agree" in the message pane.
> >
> > http://www.microsoft.com/office/comm...ic.office.misc
>
You are more than welcome to call Microsoft but you will pay big time for
the tech support. Or you can post your questions in the newsgroups and
perhaps get a response for free. Your choice.
"Sly" <Sly@discussions.microsoft.com> wrote in message
news:ACE4C725-8F97-4D99-8842-FB50A08A3CEC@microsoft.com...
> Thanks, JoAnn. Pardon my bluntness, but would you honestly say that's the
> best way a paying customer should get a resolution to a production
> problem?
> People paid for the software and expect it to be supported to some extent;
> this is not some shareware app off the web.
>
> "JoAnn Paules" wrote:
>
>> microsoft.public.groove
>>
>> --
>>
>> JoAnn Paules
>> Microsoft MVP - Publisher
>>
>> How to ask a question
>> http://support.microsoft.com/kb/555375
>>
>>
>>
>> "Sly" <Sly@discussions.microsoft.com> wrote in message
>> news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
>> > What are your Groove customers supposed to do with at this point? The
>> > product
>> > documentation has innacurate support and help information, the
>> > versioning
>> > poorly managed across your sites (update linking to groove.net installs
>> > different version instead of updating as advised on the site), and
>> > there's
>> > no
>> > concrete way to submit a serious bug or contact Groove's support
>> > personnel
>> > (free or paid).
>> >
>> > Groove 2007 being part of office, I believe users would hope to see
>> > some
>> > support backing on MS's part.
>> >
>> > ----------------
>> > This post is a suggestion for Microsoft, and Microsoft responds to the
>> > suggestions with the most votes. To vote for this suggestion, click the
>> > "I
>> > Agree" button in the message pane. If you do not see the button, follow
>> > this
>> > link to open the suggestion in the Microsoft Web-based Newsreader and
>> > then
>> > click "I Agree" in the message pane.
>> >
>> > http://www.microsoft.com/office/comm...ic.office.misc
>>
If my opinion counts for anything as a customer, I think that is a bit of an
extreme business model. I believe users understand they shouldn't expect to
be trained, but this is a technical issue related to a product in GA that's
part of Office 2007. Did I somehow read that wrong?
I wouldn't mind paying for support at all if a resolution was guaranteed,
but the level of Groove expertise I've witnessed so far is not enough to
convince me to bite the bullet and pay just to "give it a try". I've wasted
enough time and resources just locating someone that would respond to a
serious techical support issue, which you were kind enough to do to some
avail and I sincerely appreciate it.
Don't get me wrong, Groove really is a fantastic product, but your support
organization seems to have dropped the ball on this one.
"JoAnn Paules" wrote:
> You are more than welcome to call Microsoft but you will pay big time for
> the tech support. Or you can post your questions in the newsgroups and
> perhaps get a response for free. Your choice.
>
> --
>
> JoAnn Paules
> Microsoft MVP - Publisher
>
> How to ask a question
> http://support.microsoft.com/kb/555375
>
>
>
> "Sly" <Sly@discussions.microsoft.com> wrote in message
> news:ACE4C725-8F97-4D99-8842-FB50A08A3CEC@microsoft.com...
> > Thanks, JoAnn. Pardon my bluntness, but would you honestly say that's the
> > best way a paying customer should get a resolution to a production
> > problem?
> > People paid for the software and expect it to be supported to some extent;
> > this is not some shareware app off the web.
> >
> > "JoAnn Paules" wrote:
> >
> >> microsoft.public.groove
> >>
> >> --
> >>
> >> JoAnn Paules
> >> Microsoft MVP - Publisher
> >>
> >> How to ask a question
> >> http://support.microsoft.com/kb/555375
> >>
> >>
> >>
> >> "Sly" <Sly@discussions.microsoft.com> wrote in message
> >> news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
> >> > What are your Groove customers supposed to do with at this point? The
> >> > product
> >> > documentation has innacurate support and help information, the
> >> > versioning
> >> > poorly managed across your sites (update linking to groove.net installs
> >> > different version instead of updating as advised on the site), and
> >> > there's
> >> > no
> >> > concrete way to submit a serious bug or contact Groove's support
> >> > personnel
> >> > (free or paid).
> >> >
> >> > Groove 2007 being part of office, I believe users would hope to see
> >> > some
> >> > support backing on MS's part.
> >> >
> >> > ----------------
> >> > This post is a suggestion for Microsoft, and Microsoft responds to the
> >> > suggestions with the most votes. To vote for this suggestion, click the
> >> > "I
> >> > Agree" button in the message pane. If you do not see the button, follow
> >> > this
> >> > link to open the suggestion in the Microsoft Web-based Newsreader and
> >> > then
> >> > click "I Agree" in the message pane.
> >> >
> >> > http://www.microsoft.com/office/comm...ic.office.misc
> >>
>
"Sly" <Sly@discussions.microsoft.com> wrote in message
news:052FE02E-63AB-4000-BFBD-0B1BBD88479C@microsoft.com...
> If my opinion counts for anything as a customer, I think that is a bit of an
> extreme business model. I believe users understand they shouldn't expect to
> be trained, but this is a technical issue related to a product in GA that's
> part of Office 2007. Did I somehow read that wrong?
>
> I wouldn't mind paying for support at all if a resolution was guaranteed,
> but the level of Groove expertise I've witnessed so far is not enough to
> convince me to bite the bullet and pay just to "give it a try". I've wasted
> enough time and resources just locating someone that would respond to a
> serious techical support issue, which you were kind enough to do to some
> avail and I sincerely appreciate it.
>
> Don't get me wrong, Groove really is a fantastic product, but your support
> organization seems to have dropped the ball on this one.
>
> "JoAnn Paules" wrote:
>
>> You are more than welcome to call Microsoft but you will pay big time for
>> the tech support. Or you can post your questions in the newsgroups and
>> perhaps get a response for free. Your choice.
>>
>> --
>>
>> JoAnn Paules
>> Microsoft MVP - Publisher
>>
>> How to ask a question
>> http://support.microsoft.com/kb/555375
>>
>>
>>
>> "Sly" <Sly@discussions.microsoft.com> wrote in message
>> news:ACE4C725-8F97-4D99-8842-FB50A08A3CEC@microsoft.com...
>> > Thanks, JoAnn. Pardon my bluntness, but would you honestly say that's the
>> > best way a paying customer should get a resolution to a production
>> > problem?
>> > People paid for the software and expect it to be supported to some extent;
>> > this is not some shareware app off the web.
>> >
>> > "JoAnn Paules" wrote:
>> >
>> >> microsoft.public.groove
>> >>
>> >> --
>> >>
>> >> JoAnn Paules
>> >> Microsoft MVP - Publisher
>> >>
>> >> How to ask a question
>> >> http://support.microsoft.com/kb/555375
>> >>
>> >>
>> >>
>> >> "Sly" <Sly@discussions.microsoft.com> wrote in message
>> >> news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
>> >> > What are your Groove customers supposed to do with at this point? The
>> >> > product
>> >> > documentation has innacurate support and help information, the
>> >> > versioning
>> >> > poorly managed across your sites (update linking to groove.net installs
>> >> > different version instead of updating as advised on the site), and
>> >> > there's
>> >> > no
>> >> > concrete way to submit a serious bug or contact Groove's support
>> >> > personnel
>> >> > (free or paid).
>> >> >
>> >> > Groove 2007 being part of office, I believe users would hope to see
>> >> > some
>> >> > support backing on MS's part.
>> >> >
>> >> > ----------------
>> >> > This post is a suggestion for Microsoft, and Microsoft responds to the
>> >> > suggestions with the most votes. To vote for this suggestion, click the
>> >> > "I
>> >> > Agree" button in the message pane. If you do not see the button, follow
>> >> > this
>> >> > link to open the suggestion in the Microsoft Web-based Newsreader and
>> >> > then
>> >> > click "I Agree" in the message pane.
>> >> >
>> >> > http://www.microsoft.com/office/comm...ic.office.misc
>> >>
>>
I seriously agree with you on the "dropping the ball" issue. The basic
support infrastructure is not available to you and moving new customers over
to this new awesome product is overshaddowed by Microsoft's lack of that
basic support infrastructure for the product.
Microsoft needs to re-evaluate the product offerings and support model for
them. The newsgroup setting doesn't work for everyone especially the C-level
executives who will sign off and approve of this product.
~Brett A. Scudder~
"Sly" wrote:
> If my opinion counts for anything as a customer, I think that is a bit of an
> extreme business model. I believe users understand they shouldn't expect to
> be trained, but this is a technical issue related to a product in GA that's
> part of Office 2007. Did I somehow read that wrong?
>
> I wouldn't mind paying for support at all if a resolution was guaranteed,
> but the level of Groove expertise I've witnessed so far is not enough to
> convince me to bite the bullet and pay just to "give it a try". I've wasted
> enough time and resources just locating someone that would respond to a
> serious techical support issue, which you were kind enough to do to some
> avail and I sincerely appreciate it.
>
> Don't get me wrong, Groove really is a fantastic product, but your support
> organization seems to have dropped the ball on this one.
>
> "JoAnn Paules" wrote:
>
> > You are more than welcome to call Microsoft but you will pay big time for
> > the tech support. Or you can post your questions in the newsgroups and
> > perhaps get a response for free. Your choice.
> >
> > --
> >
> > JoAnn Paules
> > Microsoft MVP - Publisher
> >
> > How to ask a question
> > http://support.microsoft.com/kb/555375
> >
> >
> >
> > "Sly" <Sly@discussions.microsoft.com> wrote in message
> > news:ACE4C725-8F97-4D99-8842-FB50A08A3CEC@microsoft.com...
> > > Thanks, JoAnn. Pardon my bluntness, but would you honestly say that's the
> > > best way a paying customer should get a resolution to a production
> > > problem?
> > > People paid for the software and expect it to be supported to some extent;
> > > this is not some shareware app off the web.
> > >
> > > "JoAnn Paules" wrote:
> > >
> > >> microsoft.public.groove
> > >>
> > >> --
> > >>
> > >> JoAnn Paules
> > >> Microsoft MVP - Publisher
> > >>
> > >> How to ask a question
> > >> http://support.microsoft.com/kb/555375
> > >>
> > >>
> > >>
> > >> "Sly" <Sly@discussions.microsoft.com> wrote in message
> > >> news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
> > >> > What are your Groove customers supposed to do with at this point? The
> > >> > product
> > >> > documentation has innacurate support and help information, the
> > >> > versioning
> > >> > poorly managed across your sites (update linking to groove.net installs
> > >> > different version instead of updating as advised on the site), and
> > >> > there's
> > >> > no
> > >> > concrete way to submit a serious bug or contact Groove's support
> > >> > personnel
> > >> > (free or paid).
> > >> >
> > >> > Groove 2007 being part of office, I believe users would hope to see
> > >> > some
> > >> > support backing on MS's part.
> > >> >
> > >> > ----------------
> > >> > This post is a suggestion for Microsoft, and Microsoft responds to the
> > >> > suggestions with the most votes. To vote for this suggestion, click the
> > >> > "I
> > >> > Agree" button in the message pane. If you do not see the button, follow
> > >> > this
> > >> > link to open the suggestion in the Microsoft Web-based Newsreader and
> > >> > then
> > >> > click "I Agree" in the message pane.
> > >> >
> > >> > http://www.microsoft.com/office/comm...ic.office.misc
> > >>
> >
Mary, as I said earlier, I'm not talking about training users. I'm talking
about supporting them with important technical issues.
Regarding your help file, here's a couple of examples of not-so-helpful
support info:
- clicking Help > Check for Updates (this installs Virtual Office version
3.1 that corrupts your Office Groove 2007 installation)
- To send customer feedback to Microsoft, select Help-Customer Feedback
Options... and select options in the Service Options dialog box. (option
doesn't even exit in Help menu)
I've posted on just about every Groove forum on your website. I still didn't
get a real acknowledgement of the issue, or seen an effort to address it.
"Mary Sauer" wrote:
> There are support documents on the Microsoft web site. Good demo's too.
> Microsoft Office Groove 2007
> http://office.microsoft.com/en-us/gr...487641033.aspx
>
> Your help files are very extensive.
>
> --
> Mary Sauer MSFT MVP
> http://office.microsoft.com/
> http://msauer.mvps.org/
> news://msnews.microsoft.com
>
> "Sly" <Sly@discussions.microsoft.com> wrote in message
> news:052FE02E-63AB-4000-BFBD-0B1BBD88479C@microsoft.com...
> > If my opinion counts for anything as a customer, I think that is a bit of an
> > extreme business model. I believe users understand they shouldn't expect to
> > be trained, but this is a technical issue related to a product in GA that's
> > part of Office 2007. Did I somehow read that wrong?
> >
> > I wouldn't mind paying for support at all if a resolution was guaranteed,
> > but the level of Groove expertise I've witnessed so far is not enough to
> > convince me to bite the bullet and pay just to "give it a try". I've wasted
> > enough time and resources just locating someone that would respond to a
> > serious techical support issue, which you were kind enough to do to some
> > avail and I sincerely appreciate it.
> >
> > Don't get me wrong, Groove really is a fantastic product, but your support
> > organization seems to have dropped the ball on this one.
> >
> > "JoAnn Paules" wrote:
> >
> >> You are more than welcome to call Microsoft but you will pay big time for
> >> the tech support. Or you can post your questions in the newsgroups and
> >> perhaps get a response for free. Your choice.
> >>
> >> --
> >>
> >> JoAnn Paules
> >> Microsoft MVP - Publisher
> >>
> >> How to ask a question
> >> http://support.microsoft.com/kb/555375
> >>
> >>
> >>
> >> "Sly" <Sly@discussions.microsoft.com> wrote in message
> >> news:ACE4C725-8F97-4D99-8842-FB50A08A3CEC@microsoft.com...
> >> > Thanks, JoAnn. Pardon my bluntness, but would you honestly say that's the
> >> > best way a paying customer should get a resolution to a production
> >> > problem?
> >> > People paid for the software and expect it to be supported to some extent;
> >> > this is not some shareware app off the web.
> >> >
> >> > "JoAnn Paules" wrote:
> >> >
> >> >> microsoft.public.groove
> >> >>
> >> >> --
> >> >>
> >> >> JoAnn Paules
> >> >> Microsoft MVP - Publisher
> >> >>
> >> >> How to ask a question
> >> >> http://support.microsoft.com/kb/555375
> >> >>
> >> >>
> >> >>
> >> >> "Sly" <Sly@discussions.microsoft.com> wrote in message
> >> >> news:F5C74F4F-5B08-4934-BD65-939483DF2DB8@microsoft.com...
> >> >> > What are your Groove customers supposed to do with at this point? The
> >> >> > product
> >> >> > documentation has innacurate support and help information, the
> >> >> > versioning
> >> >> > poorly managed across your sites (update linking to groove.net installs
> >> >> > different version instead of updating as advised on the site), and
> >> >> > there's
> >> >> > no
> >> >> > concrete way to submit a serious bug or contact Groove's support
> >> >> > personnel
> >> >> > (free or paid).
> >> >> >
> >> >> > Groove 2007 being part of office, I believe users would hope to see
> >> >> > some
> >> >> > support backing on MS's part.
> >> >> >
> >> >> > ----------------
> >> >> > This post is a suggestion for Microsoft, and Microsoft responds to the
> >> >> > suggestions with the most votes. To vote for this suggestion, click the
> >> >> > "I
> >> >> > Agree" button in the message pane. If you do not see the button, follow
> >> >> > this
> >> >> > link to open the suggestion in the Microsoft Web-based Newsreader and
> >> >> > then
> >> >> > click "I Agree" in the message pane.
> >> >> >
> >> >> > http://www.microsoft.com/office/comm...ic.office.misc
> >> >>
> >>
>
>
>
MS: Please add a Groove support section 
Linear Mode
