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Some customers could face problems with contract renewals because of the delays associated with accessing Microsoft's volume licensing Web sites, but Sloane didn't think many would be affected in that way. "As with any new experience, we anticipate that many partners or customers may have questions, which can cause a longer than average hold time in some regions so we have increased customer service staffing to help partners or customers when they call or e-mail us for support," Sloane explained. Some users have reported waiting 45 minutes and longer to talk with Microsoft's phone support to get their issues resolved. "We are taking all necessary steps to resolve the situation and we are working with each customer or partner to restore permissions if they can't be resolved online," Sloane wrote in an e-mail. The redesign of the sites has led to problems for some users, Microsoft has acknowledged.
In addition, because customers are legally responsible for the agreements, they now must confirm that a partner is acting on their behalf by granting permission rights to that partner. Customers now have to validate access to the sites via an e-mail sent by Microsoft, which Sloane describes as a standard security practice. They were redesigned so that customers and partners now use the same portal, and that has had some spillover effects. The sites were upgraded for a number of reasons, according to Stacie Sloane, a director at Microsoft.
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He acknowledged that Microsoft is still having problems with the sites' registration system. 18 for the VLSC, Volume Licensing Contract Manager and explore.ms Web sites, along with the eMSL and MOET ordering tools, according to a blog post by Ligman.
Microsoft started updating its volume licensing sites sometime in December, taking them down for a period of days.
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If the FAQ isn't clear enough, Microsoft offers a 67-page illustrated "VLSC User Guide" as an 8MB download here. A step-by-step troubleshooting FAQ is described in a blog post by Eric Ligman, global partner experience lead for the Microsoft Worldwide Partner Group. Microsoft has acknowledged the access problems, saying that they affect just some customers and partners.
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One commenter in that blog described being unable to access the VLSC's "Manage Software Assurance Benefits" feature, adding that "it's all a bit of customer service & public relations nightmare I think." Software downloads are sometimes blocked, even though users may have purchased the licensing before Microsoft began the upgrade.Ī catalog of user woes can be read at this Microsoft blog. Users have also complained about an inability to access specific features or create new accounts on the sites. With Microsoft's revamp of the sites, a user's e-mail address now has to exactly match the one originally assigned with the contract. The problem is that the site's log-in procedure may reject users' access based on the e-mail address they entered. Users have reported similar instances in which they were unable to get past the site's initial security check. News 'Nightmare' at Microsoft's Volume Licensing Sitesįrustrated customers and partners continue to experience confusion and delays after Microsoft revamped its Volume Licensing Service Center (VLSC) and associated Web sites in December.
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