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James Senior at Microsoft: Like a kid in a candy store

Vista: less support required than XP

Vista: less support required than XP

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Found an interesting quote from IT Pro today:

For customers who do switch to Vista, there are fewer issues than with XP; fewer users are calling Microsoft or the OEMs for Vista support compared to the first 90 days of XP and the call volume is decreasing four times faster than it did with Windows XP. 

So in summary Vista has the following things over XP:

  • Fewer issues than with XP
  • Fewer support calls to Microsoft or OEMs compared to XP
  • Call volume decreasing four times faster than XP
Comments
  • Fewer issues than XP? Does anyone who has lived with Vista for over a year believe this to be the case? The only way that statistic can be true is because the acceptance of Vista is abysmal compared to XP.

    Perception is everything. How many times did this type of ad show up when XP was shipped?

    http://blog.seattlepi.nwsource.com/microsoft/archives/130626.asp

    The sign appeared in the window of A&D Computer in Milford, NH across the street from the town square. Shop manager Aaron Kaplan said they were prompted to put it up because so many people were having problems with Windows Vista, including compatibility issues with older software and trouble adjusting to the interface.

    "A lot of people didn't like using Vista, and a lot of the manufacturers forced people to go up to Vista," he said.

    What was the demand for the service? "We had a lot of people coming in and asking about it," Kaplan said. "Of all the signs we put up there the last two years, at least, we probably got the most response out of that one. A lot of people coming in."

    Kaplan said they've since replaced it with a different message, but they're thinking about putting the Vista removal message back up.

  • Hi - thanks for your comment.

    As someone who has lived with Vista for over 2 years, yes I do believe this to be the case.  Furthermore my grandparents who I consider my OS acid test have been using it for the last 12 months and I've had exactly 1 "family" support call which was because the email service from their broadband failed.

    The comparison between XP and Vista is accurate and true - when you compare the first year of XP to Vista - I'm sure there was an increase in customer requests for rolling back it always happens with new operating system releases - in fact we did offer a downgrade option from XP for that very reason: http://www.techsoup.org/stock/dtjumppages/Microsoft/xp_downgrade.asp

    Abymsal market share? Which reports are you reading? Check this out: http://marketshare.hitslink.com/report.aspx?qprid=10&qpmr=15&qpdt=1&qpct=3&qptimeframe=M&qpsp=108 - Vista adoption is currently tracking as we predicted which is ahead of XP at the same time.

    For those doubters out there who might have had a bad experience I would challenge them by saying "have you tried it recently" - many more drivers, apps and other issues have been resolved since you last tried".

    A lot of people I talk to also quote app compat issues and when I ask them have they tried or tested they haven't - it's just second hand information.

    James

  • I suspect the "adoption" of Vista is due in large part to the fact that computer makers are shipping it on their products, much to the dismay of a lot of unsuspecting users.

    I confess you got me with your grandparents support story however. Now there's a statistic that definitely supports the success of Vista.

    In all seriousness, let's hope the product continues to improve. After all, XP wasn't worth bragging about either until MS recomplied and rereleased it in the form of SP2.

  • I do tech support for a very large computer manufacturer and I have noticed that. It is also far easier to troubleshoot in vista, ex. typing device into the start search is easier and faster than getting there the start-right click computer-properties--hardware-and then finnaly device manager. May sound easy for me, but for some of my customers that can be really tough.

    And the rare XP call that i get, it often quite difficult to troubleshoot because I am just so used to Vista now.

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