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A message from Product Quality and Online, a group within Microsoft’s Customer Support Services:

We need your help review a new support concept that we are considering. If you live in the greater Seattle area, please consider participating in a focus group to provide feedback regarding the concept.

Concept Description:

Currently, when a customer’s software product no longer qualifies for free support, customers must pay Microsoft to get assistance from a Microsoft Support Professional. The price typically starts at $59.  This concept is to offer a web based support meeting place for customers and experts where experts help customers solve problems with their computer and software. The customer would submit their support request for experts to bid against each other to solve the computer problem. The customer then would choose which expert they would like to help them based on cost and qualifications of the expert. The expectation is that the experts would bid down the price and offer a lower price option to the customers for their support needs. The expert will have access to some troubleshooting tools that will help them. In return for the help provided the customer, the expert will earn the amount they bid.

The focus groups will occur on Monday, February 23, 2009 from 4-6 PM and Tuesday, February 24, 2009 from 9:00-11:00 AM.

The focus group location is on the Microsoft Redmond Corporate Campus, Building: Redmond West A

A Microsoft Product Gratuity will be provided to each focus group attendee.

In order to participate you must meet the following qualifications:

  • You are an MVP or Certified as an MCT, MCDST, MCTS, MCITP, MCSE or MCSA (preferably with knowledge of Consumer Support issues)
  • You are a U.S. citizen or U.S. Resident.
  • You have a Social Security Number. 

If you are interested in participating, please provide the following information in order for us to contact you.

  • Last Name
  • First Name
  • MCP ID
  • Work Phone
  • Home Phone
  • Date of Birth
  • Email address
  • Mailing Address, (Street address, city, state, and zip)
  • Which session can you attend:
    • Monday, Feb. 23 4-6 PM
    • Tuesday, Feb. 24 9-11 AM

Thanks for your response, we will contact you to confirm your attendance. Depending on volume of responses, we may choose candidates to ensure a wide variety of experiences.

Please send email to smkstudy@microsoft.com with the above information to request participation in the study.