Can anyone answer this?
Some background info:
In the past we did many WHQL logo submissions using HCT 10 to 12.x, most
on behalf of customers. Typically, we have customers who don’t create
standard consumer devices as mice, keyboards and sound cards. Most of
the devices and drivers we logo’ed were very special in some sense and
did not fall into one of the pre-defined categories. Often we used
‘unclassified’ category and during preparation of the submission we
discussed with WHQL support issues we encountered and we found no
solution for due to the special nature of the device. WHQL tech support
via the published email addresses always worked very well. Typically, we
received feedback on the next business day. In some cases we got an
incident ID from support people to solve issues and allow exceptions on
case-by-case basis.
WHQL support seems to be completely disappeared now. The email aliases
don’t work anymore. According to published information one has to use
the standard support channels available for Microsoft products (as
Office). But in those support request forms there is not even a product
type available to submit questions about DTM and logo procedures.
We submitted a support request and got some feedback from Microsoft
support staff here in Germany. Typically, these guys cannot help with
questions related to driver development and WHQL. They have to ask guys
in Redmond…
In our experience, currently it takes 2…4 weeks to get a simple
question answered!
More specific questions:
-
Is there a discussion forum for these kind of problems? On Don Burns
Web site (www.windrvr.com) I found a link to
microsoft.public.windowsxp.winlogo
However, this group seems to be ‘close to death’ (13 postings since
beginning of October).
-
Are there still support email aliases available?
Thanks for any feedback.
Udo
Udo,
The xxxxx@microsoft.com alias is supposed to be the place to get
things resolved. Unfortunately, I have customers who refer to it as the
“Black Hole of Redmond” in that things go in and nothing comes out. I
would recomend you try this, and if you do not get any response in a week
or so, comtact me directly and I will pass on the emails of some of players
in DTM so you can try directly.
–
Don Burn (MVP, Windows DDK)
Windows 2k/XP/2k3 Filesystem and Driver Consulting
http://www.windrvr.com
Remove StopSpam from the email to reply
“Udo Eberhardt” wrote in message
news:xxxxx@ntdev…
> Can anyone answer this?
>
> Some background info:
> In the past we did many WHQL logo submissions using HCT 10 to 12.x, most
> on behalf of customers. Typically, we have customers who don’t create
> standard consumer devices as mice, keyboards and sound cards. Most of the
> devices and drivers we logo’ed were very special in some sense and did
> not fall into one of the pre-defined categories. Often we used
> ‘unclassified’ category and during preparation of the submission we
> discussed with WHQL support issues we encountered and we found no
> solution for due to the special nature of the device. WHQL tech support
> via the published email addresses always worked very well. Typically, we
> received feedback on the next business day. In some cases we got an
> incident ID from support people to solve issues and allow exceptions on
> case-by-case basis.
>
> WHQL support seems to be completely disappeared now. The email aliases
> don’t work anymore. According to published information one has to use the
> standard support channels available for Microsoft products (as Office).
> But in those support request forms there is not even a product type
> available to submit questions about DTM and logo procedures.
>
> We submitted a support request and got some feedback from Microsoft
> support staff here in Germany. Typically, these guys cannot help with
> questions related to driver development and WHQL. They have to ask guys
> in Redmond…
>
> In our experience, currently it takes 2…4 weeks to get a simple question
> answered!
>
> More specific questions:
> - Is there a discussion forum for these kind of problems? On Don Burns
> Web site (www.windrvr.com) I found a link to
> microsoft.public.windowsxp.winlogo
> However, this group seems to be ‘close to death’ (13 postings since
> beginning of October).
>
> - Are there still support email aliases available?
>
>
> Thanks for any feedback.
> Udo
>
Thanks for your reply, Don. Within the past months we did also try
xxxxx@microsoft.com and we also made this black-hole experience. We
did never receive an answer to any of our messages. I did not mention
that in my first post, sorry.
But, this address is history anyway. The WHQL Newsletter from November
16, 2006 says:
"Contacting Support for Driver Test Manager (DTM) Changed to Web Form
Initial contact to DTM Support has changed from email to a web form. All
DTM support issues need to be submitted via the web site at the URL
below. The xxxxx@microsoft.com email alias is no longer accepting
support issues.
https://support.microsoft.com/common/survey.aspx?scid=sw;en;1379&showpage=1&WS=DriverTestManager
http:
This link leads to a general support form. In the “Select a Product”
field you find Office and Windows, but nothing related to development
and DTM. As I mentioned in my previous post, we submitted a question on
this form and ended up with German product support people who definitely
cannot help with such questions.
There was also another address (xxxxx@microsoft.com) published
somewhere. This did also stop working. When you send a message you get a
reply that says “ALL EMAIL SENT TO THIS ALIAS WILL BE DELETED.” and also
states that the above link is to be used to obtain technical support
with using DTM for Windows Logo testing.
Your statement sounds interesting. I will check again with colleagues
how the status is as of today and then probably contact you directly.
Regards,
Udo Eberhardt
Don Burn wrote:
> Udo,
>
> The xxxxx@microsoft.com alias is supposed to be the place to get
> things resolved. Unfortunately, I have customers who refer to it as the
> “Black Hole of Redmond” in that things go in and nothing comes out. I
> would recomend you try this, and if you do not get any response in a week
> or so, comtact me directly and I will pass on the emails of some of players
> in DTM so you can try directly.
>
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