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Satisfy Me

Working on Customer & Partner Satisfaction at Microsoft

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Satisfy Me is the personal blog of
M3 Sweatt, who works on customer
and partner satisfaction with the
product groups at Microsoft.

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Your questions: is there free support for SP1 installation? In a word, yes
I woke up today and logged on to mail to find not one or two messages, but more than a few questions about support from Microsoft on SP1... "Is Microsoft helping customers with SP1 installations?" "If someone went to [Windows Update] last week and downloaded Read More...

Posted Monday, March 24, 2008 8:11 AM by mthree | 2 Comments

Hearing the voice of the customer: learning how to listen and respond
Before we prepared lunch for the kids yesterday, I was forwarded an article from Advertising Age this week, A Digital Conference With Some Humility: Day 2 . In it, editor Matthew Creamer highlighted some of the action at the recent Ad Age Digital Marketing Read More...

Posted Sunday, March 23, 2008 10:23 AM by mthree | 1 Comments

Online search, ChaCha and customer service: there's always room for improvement and innovation
In the article "The Future of Customer Service" on msnbc.com (from - Entrepreneur.com), writer Sarah Pierce looks at the impact of the Internet and now-ubiquitous mobile technology on consumer expectations of customer service. We've come a long way in Read More...

Posted Saturday, February 16, 2008 9:52 AM by mthree | 2 Comments

"You got to know when to hold 'em..." and what to fold into great customer service systems
With a tip of the hat to Kenny Rogers 1979 hit , of interest is this article a friend shared with me this week, When to Walk Away from a Deal in the Harvard Business Review (below is a brief summary of the article on BNET.com) by Geoffrey Cullinan, Jean-Marc Read More...

Posted Wednesday, February 13, 2008 8:42 AM by mthree | 0 Comments

Great customer service on a snowy, Sunday afternoon... and they called me
This afternoon whilst on vacation (and yes, the kids were accessing the Internet after playing in the snow) we had a problem with the DSL connection at the house. Of course, it necessitated a reset of the DSL modem and wiped the account info and password Read More...

Posted Sunday, December 30, 2007 9:29 PM by mthree | 1 Comments

Bringo, GetHuman offer ways to avoid phone tree hell
"Thank you for reading our blog today. Your visit is VERY important to us. Please select from the following options. Please make sure you read through to the entire menu because our options have recently changed." OK, not really. All options are still Read More...

Posted Saturday, December 01, 2007 9:16 AM by mthree | 2 Comments

Poor Customer Service Ethics is more than just Outsourcing, it's a lack of understanding the customer's needs
In the last issue of BusinessWeek there is an article on "The Ethics of Outsourcing Customer Service " by Bruce Weinstein . "It's a familiar scenario: A product you purchased recently has developed a problem, so you call the company's toll-free number Read More...

Posted Saturday, September 29, 2007 8:01 PM by mthree | 2 Comments

Geeks rescue consumer victims of "software rage"
This evening on CBS 60 Minutes , Steve Kroft updated his report from earlier this year and gives the Geek Squad their fifteen minutes of fame. Kroft covered the challenges and increasing complexities computers, networking devices and the myriad of consumer Read More...

Posted Sunday, September 09, 2007 9:50 PM by mthree | 1 Comments

Old news: Free Retrofit for Xbox 360 Wireless Racing Wheel
I missed this article last week. We have an Xbox 360 Wireless Racing Wheel , and one that has taken a back seat to the of Dance Dance Revolution pad. I learned from Gregg Keizer at Computerworld (and various news sites ) that the Wheel should have a free Read More...

Posted Monday, August 27, 2007 9:23 PM by mthree | 0 Comments

"Don't just bring me a problem..." Get solutions too through Windows Problem Reports and Solutions
Rats. I hate it when an app crashes on my PC, especially when it's caused by an issue with Windows Vista and one of its bundled Microsoft apps. In this case, a mainstream staple of my online use, Windows Photo Gallery . But with Vista, I don't lose any Read More...

Posted Sunday, August 12, 2007 11:38 AM by mthree | 7 Comments

How to reset the display settings of the Xbox 360 console
This evening whilst trying to set up Dance Dance Revolution for our boys and their friends, we ran into a small problem: no video. Hmmm... Could it be that I set the switch incorrectly on the Xbox 360 Component HD AV Cable ? The cable may be switched Read More...

Posted Friday, August 10, 2007 11:53 PM by mthree | 3 Comments

Windows Vista, Windows XP Service Pack Previews Released, and I'm looking forward to both
A quick break for lunch and I saw this come across the news... Windows Vista, Windows XP Service Pack Previews Released IDG News Service - August 07, 2007 "Microsoft confirmed Tuesday that it released preview code for both XP SP3 but still would not say Read More...

Posted Wednesday, August 08, 2007 11:34 AM by mthree | 0 Comments

Believe it or not, customers want to talk to real people when they need assistance
Richard J. Dalton reports in Newsday this past Sunday that customer service industry experts report the "inability to reach a live representative is one of the top complaints of consumers calling customer-service centers." I'm sure that it's right up Read More...

Posted Monday, August 06, 2007 9:56 PM by mthree | 1 Comments

Missing Samsung screws, poor customer service and fake blogs (with CNBC's Jane Wells)
I enjoy Jane Wells' blog and live reports on CNBC. This week she looks at poor customer service (sorry, she labels it "hellish "). A friend of Jane's Andy signed up with satellite internet service provider WildBlue.net ... "Barnett signed up in May of Read More...

Posted Sunday, July 22, 2007 3:23 PM by mthree | 3 Comments

Your questions: "What do you think about the Xbox 360 warranty extension?"
OK, I'm officially on vacation (I'm lousy at that) but the weekend has been ripe with questions since the press coverage and Peter Moore's letter on Xbox.com . "What do you think about the Xbox 360 warranty extension?" If you missed it... see the Wall Read More...

Posted Monday, July 09, 2007 11:18 AM by mthree | 2 Comments

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