Q824143 -- how to get patch?!?

Will

I never said the private fixes were not tested. I said that the level of
testing was not "as deeply tested" as the public ones.
Since they target a more specific class of problem identified in a limited
environment.
They are still a quality fix.

--
Regards,

Mike
--
Mike Brannigan [Microsoft]

This posting is provided "AS IS" with no warranties, and confers no
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"Will Denny" wrote in message
...
Hi Mike

Intriguing - the 'fixes' that haven't been tested are charged for, the
'fixes' that have been tested, but sometimes don't 'agree' with a system are
free. That would make sense - I suppose - to someone - not to me though.
Presumably the 'client' has paid MS to work out these anomalies - that is
why MS has to charge.

Will

"Mike Brannigan [MSFT]" wrote in message
...
Will,

There are 2 sorts of patches.
There are public one that are written for a bug that effects a large
number
of users and these are posted with the Q article for public download.
These
patches are rigorously tested and are of a sufficient quality bar as to be
suitable for all.
Then there are "private" fixes. These are a hotfix written for a specific
client or clients that are have an issue. These hotfixes are still
related
to a Q article so people can still find out about them - BUT they are
often
not a deeply tested as the public fixes because they are written for a
specific set of circumstances and hardware/software etc.
They are available from product support if the engineer while working with
the client identifies that this fix will fix the specific problem the
client
is having and the fact that the client has to contact PSS to make this
arrangements allows us to track who gets these fixes so they can be
followed
up and also issued with later version of the fix as and when they become
available, they also receive the SP that contains the final version of
the
fix as soon as possible.

The reason that a client "may" incur a cost for this is that they might
not
actually have the precise issue that the fix is coded to fix and in these
cases we then open a regular support incident with the appropriate cost
that
incurs. So this then becomes a regular support call to Microsoft which
can/may incur charges.

--
Regards,

Mike
--
Mike Brannigan [Microsoft]

This posting is provided "AS IS" with no warranties, and confers no
rights

Please note I cannot respond to e-mailed questions, please use these
newsgroups

"Will Denny" wrote in message
...
Hi Shawn

If Q824143 is needed then it will only be downloaded by those users who
need
it. Why make a mockery out of the MS support system by 'suggesting' that
certain 'patches' have to be referred via MS before those 'patches' can be
downloaded?

On who 'infinite wisdom' are these 'costs' based on? Doesn't MS make
enough
profit without having to charge the end user for the 'privilege of an
update'?

Will

"Shawn Rabourn (MS)" wrote in message
...
You can call us and get the hotfix for free. It only costs extra money
if
you need support beyond the patch.

--Shawn
This posting is provided "AS IS" with no warranties and confers no
rights.


"Susquehanna County Library" wrote in message
om...
OK, this may be a dumb question--how does one email MS to get the
q824143 patch without paying? I have 26 computers affected by this
problem. We're a public library system so this has a big impact on our
users, but we're also very poor and I can't justify spending $99 or
$245 (which "may be refunded"...don't want to count on that!) Failing
that, how soon can we expect a publically-available patch? Mucho
thanks for any feedback.

--
Hilary Caws-Elwitt
Susquehanna County Library




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Will,

We offer a range of support options for customer (corporate or end user) to
choose from, some free some paid for
see
http://support.microsoft.com/default.aspx?scid=fh;[ln];msservices (for US)
http://support.microsoft.com/default...b;assistedover (for
UK)

--
Regards,

Mike
--
Mike Brannigan [Microsoft]

This posting is provided "AS IS" with no warranties, and confers no
rights

Please note I cannot respond to e-mailed questions, please use these
newsgroups

"Will Denny" wrote in message
...
Hi Torgeir

In either case - why should MS be charging £/$? All posters in these NGs
give their valued knowledge for free. Unless I have missed something - why
doesn't MS do the same?

Will

"Torgeir Bakken (MVP)" wrote in message
...
Will Denny wrote:

Hi Mike

Intriguing - the 'fixes' that haven't been tested are charged for

This is not how I read it. It is only if the fix doesn't solve your
problem and you still want Microsoft to continue to help you to resolve the
problem that charges may incur.


--
torgeir
Microsoft MVP Scripting and WMI, Porsgrunn Norway
Administration scripting examples and an ONLINE version of the 1328 page
Scripting Guide: http://www.microsoft.com/technet/scriptcenter




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Thanks, Mike for your last two replies - understood on both counts.

Cheers.

Will

"Mike Brannigan [MSFT]" wrote in message =
...
Will,
=20
We offer a range of support options for customer (corporate or end =
user) to
choose from, some free some paid for
see
http://support.microsoft.com/default.aspx?scid=3Dfh;[ln];msservices =
(for US)
http://support.microsoft.com/default...b;assistedover =
(for
UK)
=20
--=20
Regards,
=20
Mike
--
Mike Brannigan [Microsoft]
=20
This posting is provided "AS IS" with no warranties, and confers no
rights
=20
Please note I cannot respond to e-mailed questions, please use these
newsgroups
=20
"Will Denny" wrote in message
...
Hi Torgeir
=20
In either case - why should MS be charging =A3/$? All posters in =
these NGs
give their valued knowledge for free. Unless I have missed something =
- why
doesn't MS do the same?
=20
Will
=20
"Torgeir Bakken (MVP)" wrote in =
message
...
Will Denny wrote:

Hi Mike

Intriguing - the 'fixes' that haven't been tested are charged for

This is not how I read it. It is only if the fix doesn't solve your
problem and you still want Microsoft to continue to help you to =
resolve the
problem that charges may incur.


--
torgeir
Microsoft MVP Scripting and WMI, Porsgrunn Norway
Administration scripting examples and an ONLINE version of the 1328 =
page
Scripting Guide: http://www.microsoft.com/technet/scriptcenter


=20
=20
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Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 20/08/2003
=20
=20


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"Will Denny" wrote in message
...
Hi Nicholas

I'm not sure that I agree with your posting. Why should we have to pay MS,
whether the problem is solved or not. The MS employees who sit on the other
end of the 'phone couldn't care 2 monkeys if the problem is solved - they
are being paid by MS. I am at home here, all day, with about 6 'phone calls
per hour from 'friends' whose PC has gone belly up - do I charge - not
bloody likely. I can 'normally' solve 95% of the problems - the other 5%
bewilder me - without any money going into my bank account. Explain that if
you can.

Will - That isn't how it works. Call Microsoft PSS. Tell them that you
have the problem which appears to be fixed by KB article thusandsuch.

Every time I've done this in recent years, I've been immediately sent a
password and download location for the patch in question. I do recall, long
ago (the product was Lan Manager!) having to give a credit-card number
before I reached that point in the dialog--the card was never charged.

Just don't chit-chat or bring up extraneous details in the call.

And, for whatever it is worth, I have the strong impression that PSS support
staff place a high value on solving the problems presented to them--they're
not just sitting there getting paid by the hour--results matter.

I would have to agree with Bill on this.

My experience of PSS has always been excellent.

-Adam

"Bill Sanderson" wrote in message
...
"Will Denny" wrote in message
...
Hi Nicholas

I'm not sure that I agree with your posting. Why should we have to pay
MS,
whether the problem is solved or not. The MS employees who sit on the
other
end of the 'phone couldn't care 2 monkeys if the problem is solved - they
are being paid by MS. I am at home here, all day, with about 6 'phone
calls
per hour from 'friends' whose PC has gone belly up - do I charge - not
bloody likely. I can 'normally' solve 95% of the problems - the other 5%
bewilder me - without any money going into my bank account. Explain that
if
you can.

Will - That isn't how it works. Call Microsoft PSS. Tell them that you
have the problem which appears to be fixed by KB article thusandsuch.

Every time I've done this in recent years, I've been immediately sent a
password and download location for the patch in question. I do recall,
long
ago (the product was Lan Manager!) having to give a credit-card number
before I reached that point in the dialog--the card was never charged.

Just don't chit-chat or bring up extraneous details in the call.

And, for whatever it is worth, I have the strong impression that PSS
support
staff place a high value on solving the problems presented to
them--they're
not just sitting there getting paid by the hour--results matter.