Tuesday, August 28, 2007
Passage to India
Key management roles have been turned over to sharp pencils, and they have outsourced support to India. While India certainly has many competent software engineers, those working on Microsoft tools support either do not have or are not allowed to use much skill, and they apparently lack close relationships with developers. Their working knowledge matches what appears in Microsoft documentation.
Microsoft support for software tools has become relatively expensive and also relatively ineffective in just those situations where it could matter the most. If one has a problem, as one frequently will, with software issues not explained or poorly explained by documentation, and if one has already studied the documentation, then there will be little help from Microsoft. Time and money will be wasted revisiting the documentation, and usually there will be nothing beyond it.
Keepers of the various Microsoft and Microsoft-oriented Web forums are similar. The latter often have business interests with Microsoft, and they will rarely venture beyond the company lines. Many forum-keepers appear to lack knowledge other than documentation, although some of them try to make up for that with arrogance. There are, fortunately, several book authors and Web logs, most independent from Microsoft, covering trouble spots. As a practical matter, they have become our key sources of support.
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