Now and then my faith in Microsoft, never robust, takes a downward swing. Seldom, though, have I been so disheartened as I am by a series of e-mails republished by Bjørn Stærk (currently on semi-hiatus from his blog and definitely missed). Bjørn works as a computer programmer in Norway. The story begins with one of those incidents that never ought to occur:
A few days ago I tried to download a file from microsoft.com. Nothing important, just a code example that might be useful to a possibility I was exploring at work. So when my company’s firewall refused to let me download the file because it contained a virus, I wasn’t horribly disappointed. But, being a good internet citizen, I decided to let Microsoft know that they were offering an infected file for download. This is something they want to know about, I thought. And how hard can it be? Just send off an e-mail to the abuse department, and some smart person will forward it the right way.
Well, he found out how hard it could be, receiving a succession of increasingly clue-free responses, each from a different exotically named denizen of the Microsoft Help Desk. There is no sign that anybody in Redmond or its overseas adjuncts picked up on the fact that, according to reliable anti-virus software, Microsoft was distributing a virus. If the alert was accurate, that is a word-shakingly serious problem. If it wasn’t, it is still a problem, because it’s unlikely that Bjørn’s employer is the only one whose firewall will give the same response.
Presumably the problem, whichever it is, is soluble – unless no one at Microsoft is equipped to recognize its existence.
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