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Microsoft's Phonelines Aren't As Busy Since Win 7

By - Source: Tom's Hardware US | B 42 comments

Ring, ring, ring, ring, Windows phone!

A vocal few of you expressed shock and horror at one tech support firm's report saying that some Windows 7 users do indeed experience technical difficulties, but you may be pleased to know that fewer people than ever are calling into Microsoft's telephone support system.

Microsoft said that the volume of calls to its support lines since the release of Windows 7 is half of what it expected.

"Overall we are finding our call center volume is down significantly more than we expected," said Barbara Gordon, vice president of customer support for Microsoft, according to CNet.

Evidence so far suggests that Windows 7 is faring better than Windows Vista, which equates to fewer calls into Microsoft. Another contributing factor is that people are going online in search for answers to their problems before they pick up the phone.

New online avenues such as Microsoft Answers and Microsoft's Twitter Help feed.

"What we have found is we are seeing far more take-up of self-service...forums and Twitter to get responses," Gordon said.

Follow us on Twitter for more tech news and exclusive updates here.

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  • 15 Hide
    SevWarfare , December 17, 2009 2:08 PM
    I'd have to agree that I've had little to no headaches with 7.
  • 13 Hide
    Glorian , December 17, 2009 2:06 PM
    That's pretty awesome, but unfortunate for "James" the middle easterner who answers your call after the computer talks to you. How will his company ever pay him 5 cents an hour for outsourcing phone networks?
Other Comments
  • 13 Hide
    Glorian , December 17, 2009 2:06 PM
    That's pretty awesome, but unfortunate for "James" the middle easterner who answers your call after the computer talks to you. How will his company ever pay him 5 cents an hour for outsourcing phone networks?
  • 15 Hide
    SevWarfare , December 17, 2009 2:08 PM
    I'd have to agree that I've had little to no headaches with 7.
  • -9 Hide
    lvlouro , December 17, 2009 2:24 PM
    Either it's more stable or people are pirating more.
    Can´t say, still using XP till I upgrade my rig, it can handle 7 but I want all the extra fps XP gives me :) 
  • -9 Hide
    tommysch , December 17, 2009 2:31 PM
    Do phone support still exist?
  • 0 Hide
    Hatecrime69 , December 17, 2009 2:34 PM
    on one hand it could signal that 7 is less prone to issues than past versions, on the other hand it could say people have given up on microsoft to support them and are doing it themselves..i'm leaning more towards the second myself :) 
  • 4 Hide
    mman74 , December 17, 2009 2:37 PM
    Well I haven't called them yet ... because I haven't bought it yet.
    But I will. Buy Win 7 that is, but I don't think I will need to call support. I am quite miffed at the slow performance of Vista on my laptop.
  • 3 Hide
    Socnom , December 17, 2009 2:40 PM
    Is the data based on Consumer Calls or Business Calls?
  • 1 Hide
    Maxor127 , December 17, 2009 2:42 PM
    Sounds like it's just corporate BS. It's just Microsoft saying calls are half of "what it expected." They could've expected anything. There's no context to provide perspective or data to back it up. And less tech support calls could mean anything from lack of problems to just lack of faith in tech support being helpful. I can't imagine ever calling Microsoft unless it had to do with activation BS.
  • 2 Hide
    flyinfinni , December 17, 2009 2:56 PM
    Thats some very good news for Microsoft.
  • 6 Hide
    moomooman , December 17, 2009 3:11 PM
    I worked for MS for a few years and if thats accurate then a bunch of people are losing their jobs soon, but they will be external contractors so no one else will notice or care.

    Big IT companies still employ tons of support people for phone and email, because the average user has no clue how to resolve most problems, and if you do, that alone doesnt make you awesome
  • 1 Hide
    sidran32 , December 17, 2009 3:17 PM
    There is some great resources online. But the ability to debug and fix issues on Windows has gotten so much easier. Recently on 7 I had a problem where it wasn't idling to sleep though I could make it sleep manually. Went online, found a simple command line that list all services making requests preventing the computer from sleeping. Found just one, went into the control panel and turned it off, and voila! Fixed in under 2 minutes. Never has it been easier.
  • 3 Hide
    wildwell , December 17, 2009 3:20 PM
    Maybe they have fewer calls than ever because they aren't doing as much tech support over the phone. Seriously though, it sounds like Win 7 is finally the winner MS was aiming for.
  • 3 Hide
    buwish , December 17, 2009 3:31 PM
    I was shocked as well that I didn't have to call up MS for support. No issues activating, installing, or whatever else you can think of. Thus far I am quite impressed with W7, as it is indeed a winner.
  • 3 Hide
    deadlockedworld , December 17, 2009 3:33 PM
    Its because everyone just comes to Tom's! Duh.
  • 1 Hide
    maestintaolius , December 17, 2009 3:38 PM
    I have win 7 (64 bit pro) installed on an Intel SSD on the wife's quad core 2.3 GHz AMD and it runs beautifully. Haven't had a single issue and I'm loving the
  • 1 Hide
    maestintaolius , December 17, 2009 3:40 PM
    Interesting, something happened there to cut half my comment away... Anyway, I'm loving the less than 30 seconds boot time from a cold start. My only issue is Epson won't make 64-bit drivers for her 5 year old scanner.
  • 0 Hide
    milktea , December 17, 2009 3:45 PM
    why would anyone call Microsoft when they can get better tech support elsewhere?
  • -5 Hide
    ltgrunt , December 17, 2009 3:50 PM
    A more stable, easier to use operating system has less problems and therefore generates fewer tech support calls. OMG! Stop the presses!

    On a less sarcastic note, what's up with the opening of this article? Seriously - "A vocal few of you expressed shock and horror at one tech support firm's report saying that some Windows 7 users do indeed experience technical difficulties..." - seems to be a bit of pointless Windows and Windows-user bashing.
  • 0 Hide
    gayan , December 17, 2009 3:58 PM
    I have always had problems with microsoft, but have never called them, always found a faster way (googling it)... so I think this statistic is quite misleading...
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