Microsoft cuts back support time limit

Resellers have accused Microsoft of turning its back on the channel after the software vendor unveiled a massive drop in the timescales in which dealers can contact the vendor for support.

Dealers were astonished to find the usual 90 days worth of free support on software, hardware, desktop applications and operating systems had disappeared from 2 November, with a replacement of free customer support limited to only two separate technological incidents in its place.

Alex Hammerstein, managing director of Plymouth reseller The Modbury Group, said: 'These changes are merely a ruse to cut down on support costs.'

He added that he felt disgruntled because Microsoft had not informed resellers of the move. The first information he received was when he rang the software vendor, two days after the scheme had been implemented.

PC Dealer also questioned a number of resellers, all of which admitted ignorance of the changes.

Stuart Anderson, services marketing manager at Microsoft, said the 90-day free support policy was outdated and denied the change was a cost-cutting exercise.

'We have done research across Europe which showed customers wanted the safety net of support over a longer period of time. It is only about 10 per cent who made more than two calls in the 90 days.'

He said the moves had been publicised on the Microsoft UK home page and support home page for approximately the past month.