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March 30, 2005

Microsoft Plumbers

Here's an example of how Microsoft has changed in the last 15 years.

It used to be if you clogged a toilet, you would send email to this alias "janfac", and 15-45 minutes later (depending on how many executives had flushed their keys down the toilet that day) a van would pull up, somebody with a plunger would hop out and go to work.

Now, you go to an internal website run by Grubb & Ellis, which we outsource all of our building maintenance to. You wade through pages and pages of forms to finally discover one for bathroom-related issues. You describe the problem ("clogged toilet" is not a specific choice) and then wait. Six days later, you get an email saying that the problem has been resolved.

So I was slightly charmed when I noticed that the hot water handle on the water dispenser in our kitchenette was broken and there was an old-fashioned email alias posted to send problems to. So I sent email. That was 2 months ago and the thing still hasn't been fixed...but at least there were no web forms involved.

Posted by AdamBa at March 30, 2005 10:38 PM

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