Poll: Microsoft patch support not free?

<QP>
Microsoft Patch support not Free?
Published: 2007-07-15,
Last Updated: 2007-07-17 22:33:24 UTC
by Swa Frantzen (Version: 2)

Update: We got the following statement from Microsoft.

---------------------
We are aware that some customers have expressed confusion about whether
Microsoft provides no-charge support for issues related to security updates.
Microsoft has provided no-charge support for issues related to security
updates and viruses for several years and there has been no change to that
policy. If a customer believes they're experiencing a security or virus
related issue they may contact Microsoft directly for support using the
country specific numbers provided at http://support.microsoft.com/security.
In North America, customers can call 1-866-PCSAFETY for this support.

To help improve the customer experience, Microsoft has recently made changes
to the PC Safety line in order to ensure customers are connected directly to
a PC Safety agent, at no charge, when they dial the PC Safety line. If
customers feel that they have been inappropriately charged for a security or
virus related issue they should contact: 1-800-Microsoft.
-----------------------

We got reactions to some of our previous stories that some of the patch
support relating to the recently released patches was not being offered for
free in reality. We are being assured by our Microsoft contacts that it is
indeed intended to be free, and that they are willing to work with us to
find out what went wrong.

So if you want to participate in a little study together with Microsoft, let
us know what you tried that they (tried to) make you pay for and add in your
contact details such as telephone numbers to be shared privately with our
Microsoft contacts.

More anonymous reactions can go to the new poll, but we're looking for a few
cases that are usable to find out where it goes wrong.
</QP>
Source: http://isc.sans.org/diary.html?n&storyid=3147

Results as of 16 Jul-07:

Free Microsoft patch support
20.4 % =>I never tried it
7.6 % =>Tried it and it was free
1 % =>Tried it and I had to insist it was free
1.4 % =>Tried it and had to promise to pay if it wasn't related to the
patches
63.2 % =>Tried it and they wanted me to pay, so I gave up
0.2 % =>Paid for it
6.3 % =>Not using Microsoft products
Total Answers: 1763
--
~Robear Dyer (PA Bear)
MS MVP-Windows (IE, OE, Security, Shell/User)
AumHa VSOP & Admin; DTS-L.org