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Chris Anderson on Microsoft product support and MVPs

My minor hiccup with RSS Bandit, RSS Bandit - an unwelcome surprise , led me to explore some of the preset feeds which the original version of RSS Bandit provided.

Since I knew Chris Anderson's name, and had visited his blog a few times in the past, off I went. Only to find that the topic of discussion, Roy on MVP , was Microsoft's support (or non-support) of its products, including the role of MVPs.

I guess there are a couple of take home messages. Well a long "couple", I guess:

1. Microsoft is aware of the problem


2. Resources are very limited. Hm.


3. MVPs are seen inside Microsoft as part of the solution

Chris states, "If these same product groups had to staff enough people to answer every question in every newsgroup, there would be no one left to build the products!". Whether that is part hyperbole or accurate doesn't do anything to solve the customer's problem in finding support ... and a solution ... for his/her problem.

From Chris's point of view the problem is of resources. From the customer's point of view it is failure of support. As I suggested, In a world without fences who needs gates? , Microsoft needs to become more customer-centric. A customer-centric approach and delivery is needed in product support as well as in product development and in marketing.

It's likely that this is a topic that I will return to at a future time since these are issues which impact me significantly in my present role as an InfoPath MVP.