Follow-up: a happy ending to the Visual Studio story – Microsoft team steps in to help

A couple of days ago I published a long post documenting the challenging experience I’d had trying to buy a new Visual Studio cloud subscription:

My sorry tale of trying and failing to buy a Visual Studio cloud subscription

Well, I’m happy to report that, after the efforts of a number of awesome people at Microsoft, I’ve managed to successfully activate my Visual Studio subscription and I’m now up and running again with both Windows 10, Visual Studio and (shortly) SQL Server installed and functioning correctly.

So, this time around, let me tell a happier tale…

It starts when, having seen my plight, John Montgomery got in touch via twitter, looping in Buck Hodges:

John Montgomery and Buck Hodges of Microsoft see my plight on twitter and kindly reach out.

These two are both heavy hitters in Visual Studio and .NET in Redmond. John is Partner Director of Program Management, and Buck Hodges is a Partner Director Software Engineer. Having these guys on the case is already reassuring.

Buck’s initial suggestion didn’t quite work out but after getting back in touch with them he asked me to drop him an email so he could expedite the process. Things then started happening quite quickly.

Buck immediately looped in Andrew Brenner, Mike Tayebi, and Marc Paine to help. Marc is a Principal Software Engineer Manager, and Andrew is a Senior Program Manager.

Marc and Andrew got to work on finding a fix and, later in the evening, Marc emailed me instructions with a workaround they’d come up with. Due to timezone differences, and meetings the following morning, I couldn’t immediately try it out. As soon as I could I gave it a try and was overjoyed to be find that I was now able to assign the subscription to myself via https://manage.visualstudio.com/ in a private browsing session:

I can now see and assign my Visual Studio Professional subscription to myself

I’m not quite home and dry yet but this, in itself, is serious progress. A few minutes later I received the following welcome email to activate my subscription:

Yes! Welcome email from Microsoft at last.

I click the Activate my subscription button (actually I copy the link into another private browsing session) and I’m able to successfully activate my subscription.

Now, when I log in to https://my.visualstudio.com/ I’m can access all my benefits:

Visual Studio subscription downloads.

Visual Studio subscription product keys.

(I’m loving the fact there’s an entry in there for Office 95 Professional, btw.)

I’m able to download and install both Windows 10 and Visual Studio 2015:

Success! BOOM!

Success! BOOM! That’s both of the above installed and running in a Parallels VM. I’m extremely happy. I’m also extremely impressed with the speed of the Windows 10 install – I didn’t time it, but it really was only a few minutes. Very cool.

Marc also tells me that they’ve figured out why I couldn’t see or manage any subscriptions and are discussing a solution so that in future the workaround won’t be necessary, as well as investigating some other failure points I identified. Andrew also spent time going through my previous post creating a list of issues that various teams need to address to avoid other people having a similar experience.

Honestly, I’m so impressed with the way these guys stepped up and helped out. I’d particularly like to thank John, Buck, Marc, and Andrew for all their work and time in getting me unblocked, and for taking ownership over the process.

This is absolutely consistent with my previous experience dealing with people who work for Microsoft. Once you find an in to the right person or group of people, past the seemingly impenetrable corporate exterior, what you find are smart people who really care about what they do and about delivering a great experience to customers, and who will go above and beyond to do that. I know they’re going to find and implement solutions for all the problems I had.

I’d also like to thank the UK licensing support team who, whilst they weren’t equipped to handle these kinds of problems, did try and help out as much as they could, as well as Jeff Lambert (Escalation Engineer), and Trevor Hancock (Senior Escalation Engineer), who got in touch to try and help, and followed up to see how I was getting on.

Lastly, I’d like to thank my friend Elisabeth Blees, who is a Program Manager in the Visual Studio team, and who checked in to see how I was getting on, followed up with Buck and his team, and updated me on what they’d been doing.

So I’m pleased to say I’m up and running, and help from Buck and his team really couldn’t have come at a better time: I’m giving a talk on performance tuning .NET and SQL Server web apps at tomorrow’s DDD event at Microsoft’s UK headquarters in Reading, and now I have everything I need to do that.

Thanks again to all!

4 thoughts on “Follow-up: a happy ending to the Visual Studio story – Microsoft team steps in to help

  1. Pingback: My sorry tale of trying and failing to buy a Visual Studio cloud subscription - Bart Read

  2. Hadeel Elbitar

    Hi Bart,
    I’m an engineer on the AAD team at Microsoft (responsible for login/signup experience across Microsoft’s web properties). I’m sorry for the poor experience you had but thank you for sharing the detailed feedback so we can work on improving the experience. Your feedback touches on a number of teams that are looking at how to improve the overall experience. My team identified 3 issues impacting the login and sign up experiences we were able to address based on your blog:
    – In Firefox, clicking the sing up button opens two new tabs
    – The sign up button goes back to the login page again
    – Cookies issue when trying to signup then login (the error of ‘state’ parameter is invalid)
    I wanted to let you know these 3 issues have been fixed and are available in production.
    We are also investigating improvements to the sign up process that requires users to enter an invalid email address before presenting a sign up flow.
    Thanks again for taking the time to share this feedback. If you have any questions please feel free to reach out.

    Thanks,
    Hadeel

    Reply
    1. bart Post author

      Hi Hadeel, thanks for the follow up. I appreciate the time you and your team have put in to investigating and fixing these issues. Hopefully the experience should now be much improved. Thanks again!

      Reply
  3. Pingback: The Microsoft Account Dilemma - Nero Blanco End-to-End IT Migration

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