From: jmt@techbook.com (John M. Telford)
Newsgroups: comp.windows.ms
Subject: Crippled Finger of Quality
Summary: MS's poor quality manufacturing
Keywords: win 3.1 poor quality manufacturing
Date: 11 Apr 92 08:09:22 GMT
Organization: TECHbooks of Beaverton Oregon - Public Access Unix


It's been hard for me to do business with Microsoft. Things
started out well enough, but soon went sour.

I ordered a Windows 3.1 Upgrade, True Type Font Pack, and
Resource Kit order with Microsoft Sales shortly after the "Focus
on Windows" mailer arrived.  I specified 5 1/4" floppy disks
when I called and placed the order.  I've been a satisfied
Windows user for years, and was looking forward to upgrading as
soon as possible.

The Windows 3.1 Upgrade and True Type Font Pack products arrived
in a reasonable time, but were on 3 1/2" floppy disks.  Most
likely the person taking the order checked the wrong field on
the order screen.

I wasted time re-dialing Microsoft Support until getting a
connection.  Then I wasted more time on hold until a real-time
human voice began talking with me.  I explained the problem, and
was assured that the correct size disks would be sent.

The correct size disks arrived, but Windows 3.1 failed to
install.  What now?  The floppy disk labeled Disk 4, was
actually a Disk 3, with a Disk 4 label on it.  Good Grief!  I
wasted time again re-dialing, and being put on hold, until
another real-time human voice began talking with me.  I've been
assured again that the correct size, and hopefully functional,
disks will be sent.

Microsoft officials say the company has stocked the channel with
over a million copies of Windows 3.1, replenishing the supply
with 50,000 copies daily.  No one I talked with was concerned
that the floppy disk labeled Disk 4 I received was actually a
Disk 3, with a Disk 4 label on it.  I was dumbfounded.  Why
wasn't someone concerned about a defective manufacturing
process?  Microsoft folks were only concerned with how long I
was willing to wait for replacements. They weren't concerned
about a quality problem.  What ever happened to caring about
such things as quality?

Windows 3.1 floppy disks are flooding the world. Other Microsoft
customers are in for a frustrating experience.  Microsoft's
response to my problem tells me they're in reactive mode. 
They're not interested in being pro-active, and saving other
customers from grief.  When a customer experiences Microsoft's
manufacturing quality problem, they'll call.  What ever happened
to caring about the customer.

Be prepared fellow Microsoft customers out there in the world. 
Some of you are in for a rude surprise when you start installing
your Windows 3.1 upgrade.  Take some pro-active action.  Start
by installing the product in a new directory.  If you're a
victim of poor quality manufacturing, at least you won't destroy
your present Windows 3.0 environment.  

If the crippled finger of quality strikes you, take a walk. Calm
down. Brace yourself for what's to come.  You'll start by
wasting time re-dialing Microsoft Support until you get a
connection.  Then you'll waste more time on hold until a
real-time human voice begins talking with you.  Then the long
wait begins.  You'll be wondering if the replacement floppies
will work.

...jmt


-- 
John M. Telford            |  Work: (503)292-6865
InfoMax Consulting         |  Home: (503)292-4553
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