On March 12 I published an entry talking about problems with recordings in Microsoft Live Meeting. When you record a Live Meeting webinar, the recording collapses slide content into a 256-color palette, making many images come out inaccurately on the playback.
I submitted a bug report through the Microsoft Live Meeting online help system on March 6 and received a response the same day telling me that "We are diligently working to resolve your issue, but a determination has been made to escalate your issue to a higher level of support. We will be contacting you soon with a status update."
For completeness' sake, I will let you know that I received that additional contact today, March 26. Here is the full text of the response:
This is Xxxx Xxxxxx with Live Meeting support. I wanted to follow up with you concerning the request to Increase the color depth in Live Meeting Recordings.
I want to thank you for taking the time to help us improve our product. Suggestions from our customers form an important part of our product improvement process, and we greatly appreciate your feedback.
This support ticket may close, however the feature request will remain open and active.
Please note that Live Meeting support cannot guarantee that any particular feature request will be added to a future release of the service. However, each comment we receive for a specific feature will increase its visibility, which improves the chances of it being implemented.
If you have any clients expressing a concern on this, feel free to have them notify support directly. We will be happy to add their information to the feature request.
Please let me know if I can answer any questions.
So it went from diligently working to resolve my issue to a form letter stating that my feature request had been added to a system and may or may not be implemented in some future release.
I have worked in software development as well as product management and product marketing. I'm well aware that sometimes things simply are the way they are in the current version of a product and there's no way to get around it. That seems to be the case with Live Meeting recordings. I have to say that I am disappointed in the promptness and tone of the communication however. Level and quality of support is increasingly important as a determinant in which vendor to choose for your web conferencing needs as consolidationsreduce the number of players and as feature sets become increasingly commoditized. This was not a shining example of how Microsoft differentiates themselves from the competition.