Modern CTO Busting the 4 Myths of Microsoft Support with Mary Jo Foley & Mike Jones
Jun 23, 2025
Mary Jo Foley, Editor in Chief at Directions on Microsoft and a veteran covering Microsoft, teams up with Mike Jones, VP at US Cloud, who specializes in Microsoft support. They debunk four myths about Microsoft support that lead to unnecessary expenses. The duo discusses Microsoft's staggering $80 billion investment in AI and its implications for support services. Mary Jo also shares an amusing anecdote about telling Steve Jobs to leave during an early interview with Bill Gates, offering a glimpse into the evolving tech landscape.
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Myth: Microsoft Support Only Option
- Customers often think they must use Microsoft support if using Microsoft products, but alternatives exist.
- Many are unaware they can choose third-party support providers instead of relying solely on Microsoft.
Myth: Microsoft Support Is Safest
- Many believe Microsoft support is safest because it's Microsoft's own service, but third-party vendors often employ certified Microsoft engineers.
- Good third-party vendors have direct escalation paths with Microsoft and aren't placed at the end of the queue.
Myth: Microsoft Does All Support
- Microsoft outsources much of its support to third-party vendors and contractors.
- Contacting Microsoft support often means dealing with non-Microsoft employees, causing continuity issues and varying locations.