I had this question while on tour a month ago. I was recently cleaning the old inbox and came across it again – sorry for the delay in responding.  Has this happened to you? 

Paul from Ajilon asked:
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I was wondering if there is another way to obtain the hotfixes that are mentioned in some of the KB technotes case in point http://support.microsoft.com/default.aspx?scid=kb;en-us;901150

it says please call PSS with your credit card ready... do you know how are it is to get the client's credit card??  I (we - it community) need to access these fixes!

we have googled it ( I know you like MSN search, but google is in webster's dictionary), and have seen our brethren have the same problem.

is there another access to these files? Secret FTP?, bribe email to my fav technet.ca presenter?

Thanks

Paul
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Sorry to say – bribes won’t work and to the best of my knowledge there isn’t a secret FTP within Microsoft…. I must admit, prior to joining Microsoft I’ve come across hotfixes that are referenced in knowledge base articles where they are only available if you contact Microsoft support with credit card in hand. I usually managed to get a card number or had the client use their support contract to get the required fix. If you are not that lucky, have no fear – just try it.

If you check the article in question, the paragraph that comes to mind with regards to charges actually reads as follows:

Note: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

So – I decided to check into it.  I’ve had an official response from a friend of mine who works in the support side of Microsoft.

What’s the scoop? You call in to the support numbers listed in the article.  Apparently there is a menu option that exists for requesting hotfixes. Choose that option from the call menu. When you talk to a support rep, they will open a case for you in order to track your use of the hotfix.  Why? Just in case it has to be updated or if some support issue comes up with regards to the fix – you or your organization will be contacted by Microsoft because you have been registered using the fix.  You get the link to get the fix and it’s all done – no cost or credit card required to get the fix once you have a support ticket. Now let’s say that the hotfix does not resolve the problem and you call back for additional support – that is when the regular support mechanisms and possible charges will kick in.

In summary – if it’s a fix that requires you to contact Microsoft and it resolves your problem, call in!  If it does not resolve your problem and you need to call back – regular support charges will apply.

Don’t be put off by seeing the “Contact Microsoft to get the fix”.  Get your issues resolved and get those clients happy and working again!