I currently have a problem with my MIDI Synth and I want to change it. 15 minutes before this conversation, I ended a 3 hour long session with a very nice representative who tried like heck to help me. But look at the response I get from a Tier 2 employee and a SUPERVISOR.
Alexander O:
6:35:18 PM
Welcome to Microsoft Answer Desk, my name is Alex. May I please have your first name?
You:
6:36:02 PM
Hello, my name is John, and I need assistance with changing the MIDI synth on my Windows 8 computer from Windows GS Wavetable Synth to another software synth program.
Alexander O:
6:38:08 PM
Which kind of Synth program would you like to have now?
You:
6:38:45 PM
I have it installed on my computer, it's called CoolSoft VirtualMIDISynth but it says the following:
Warning: MIDI Mapper in Windows 8 is locked on 'Microsoft GS Wavetable Synth' device and needs to be changed. Please select 'CoolSoft VirtualMIDISynth' devic through your MIDI player configuration.
Alexander O:
6:40:42 PM
Have you already tried to contact the developer of that Software?
You:
6:40:57 PM
No, I have not.
Alexander O:
6:41:43 PM
You should contact them in order for them to see if there's like a compatibility issue with Windows 8, because I suppose it used to work. Didn't it?
You:
6:42:04 PM
Yes, so that means you can't help me with this issue?
Alexander O:
6:42:55 PM
It is because it is a third party software and we do not handle those type of software.
You:
6:44:07 PM
Oh ok. Thank you anyways, but I just want to let you know, I was recently cut off with a guy who worked really hard to try and help me and did not say this to me.
Alexander O:
6:44:52 PM
And had you already migrate to Windows 8 already when that happened?
You:
6:45:04 PM
Yes.
It was about 15 minutes ok.
ago*
Alexander O:
6:45:34 PM
I see, did you get a case number for that?
You:
6:45:51 PM
No, I was cut off abruptly.
I think it was my laptop dying.
Alexander O:
6:46:51 PM
In this case, what I can suggest you to try to run the program in to Safe mode, compatibility mode, but I'm pretty sure that it is an issue with the software since it used to work before on your previous system.
You:
6:47:46 PM
Excuse me, but this is not what I got from the other representative. Can I please speak to a supervisor?
Alexander O:
6:48:14 PM
Sure, one second please.
Actually I can see that your case was escalated to our Tier 2 department and you have a callback scheduled here. Let me call my supervisor.
Is that ok?
You:
6:50:37 PM
Yes, that's great.
Alexander O:
6:50:52 PM
Ok, one second please.
Hello my name is Adilia Aguilar
I'm the floor supervisor, how can I help you today?
You:
6:53:36 PM
Yes, I got a satisfactory service from a representative about 15 minutes ago, but this representative is telling me Microsoft does not deal with these problems and he told me to go into Safe Mode, which I know will do nothing.
Alexander O:
6:54:21 PM
ok, I'm reviewing your case, and the notes fromt he other rep, to see what was done
Please allow me a few minutes while I check on the entire information
You:
6:55:02 PM
Ok.
Alexander O:
6:56:07 PM
I checked the info and I have here that they have schedule a call back from a Level 2 technician to help you out with the issue
but I believe that the second level tech is going to advised you the same thing Alexander just advised you
since this is a third party software we can not support it
I do recommend you to check the compatibility page to see if the program is able to run within the new operating system that you upgrade too
You:
6:58:44 PM
But that's not exactly what I want. I want to know where and how I can change the Midi synth on my computer. And you are telling me a Tier 2 employee will tell me this when a Tier 1 employee worked with me to close to 3 hours. 3 full hours. This is unsatisfactory.
Alexander O:
7:00:08 PM
and can you please tell me what was the troubleshooting steps that he followed with you?
You:
7:02:07 PM
He just tried to find where you change the MIDI Synth. He was being very nice and extremely helpful and I had a great time chatting with me. Even though he did not solve it, he was helping for 3 hours and going to fix this. I am VERY unhappy right now that a Tier 2 employee and a SUPERVISOR is telling me you can't solve this for me.
Alexander O:
7:04:33 PM
ok, sir, I was looking at the transcript from he other tech agent, and I see that the chat ended because you need it to do something
and the agent did schedule the call back from the second level support
You:
7:05:03 PM
Oh yes, my father took me off my computer, I'm sorry I forgot that detail.
Alexander O:
7:05:38 PM
the call back was schedule, there is a 24hr window time for the second level to contact you
is usually less than that time frame
but as I saw on the notes the call back was schedule
You:
7:07:18 PM
Um, I do not understand how this is helpful to my issue.
All I want is this issue is to be fixed as soon as possible.
But I am getting very upset and I wish you people will help me.
Alexander O:
7:08:06 PM
the reason why I'm explaining the call back time is because your case has been already transfer to a level 2 tech
and they are the one taking ownership of the issue
You:
7:08:21 PM
Oh, I see.
So, am I going to get transferred to them now?
Alexander O:
7:09:34 PM
No, what was transfer was your case, that is the reason a call back was schedule
so they can call you back
have you tried to check the compatibility of the program?
in our compatibility page?
this will allow us to know if the program can be run on Windows 8 environment or not
Can you please check this?
You:
7:12:32 PM
I see, I will try that.
Alexander O:
7:12:41 PM
can you right click on the program, go to properties, then go to the tab that say Compatibility, and run it on compatibility for Windows 7
Once this is done, can you please let us know the result of the program
You:
7:13:12 PM
It ran perfectly on Windows 7, and the result is
Alexander O:
7:14:29 PM
Ok, this is what the compatibility is telling s
You:
7:15:05 PM
It isn't finished yet actually, sorry.
Alexander O:
7:15:47 PM
if it ran fine in windows 7, then it means that it will not run on windows 8 environment yet, that we need to wait for an update from Windows 8 to come up, so it is compatible with your software
ok, I'll wait until it finish running, please let me know once you have a result
You:
7:16:59 PM
Wait a second, no, this isn't my issue though, I want to know how to change the MIDI synth on my computer (Microsoft GS Wavetable Synth).
That's all I want to know.
Alexander O:
7:18:22 PM
ok, this is what we have from the interaction that you had with Alexander: and I need assistance with changing the MIDI synth on my Windows 8 computer from Windows GS Wavetable Synth to another software synth program.
You:
7:18:36 PM
Yes, exactly.
I remember in Windows XP there was an option to change the MIDI synth, and I just want to know where that is on Windows 8.
Alexander O:
7:19:35 PM
if you need assistance with the Windows GS Wavetable Synth
we can help you with it, but if you need assistance changing this to another software, we can not help you since it is not a Microsoft software nor program
You:
7:21:02 PM
That is what I want to know, I just said that to make it more clear.
Alexander O:
7:21:06 PM
If you need assistance with the third party software, you need to contact the manufacture of that software, to see if it can be run on Windows 8
You:
7:21:56 PM
Oh no, it's just when I know how to change the MIDI synth, my program will work again.
Alexander O:
7:22:34 PM
So just to understand exactly what you need is assistance with Windows GS Wavetable Synth
You:
7:22:56 PM
Well, yes I just want to know how I change it.
Alexander O:
7:23:12 PM
how to change it to what?
You:
7:23:36 PM
Just to another MIDI Synth
Alexander O:
7:23:55 PM
ok, I see let me ask you another question
You:
7:23:57 PM
But I don't need assistance with that part, I just need to find the option/
Alexander O:
7:24:10 PM
is your Windows GS Wavetable Synth working fine?
and what is the brand of that MIDI Synth?
You:
7:24:58 PM
Yes, but I dislike it, because I like to work MIDIs with many voices and that makes it sound terrible.
Alexander O:
7:25:29 PM
ok, so you want to use a Third party option
You:
7:25:39 PM
The brand of my personal MIDI synth is CoolSoft, and yes.
Alexander O:
7:26:13 PM
because again if that is the case, then you need to contact the manufacture of that third party for them to assist you
You:
7:26:39 PM
But that is not what I want.
Alexander O:
7:26:46 PM
installed we can not help you installed on uninstalled a Third party
You:
7:27:02 PM
I just want to know where the option is to change MIDI synths because I cannot find it.
Here is an example picture of what I want in Windows 8, this is from Windows XP.
http://raina.kapsi.fi/img/MIDIYoke.png Alexander O:
7:30:24 PM
the reason why you can not find it is because it does not have that option
You:
7:30:44 PM
Windows 8 does not have this option?
Alexander O:
7:30:55 PM
No that we are aware of
that is why I believe that you need to contact the manufacture of the program to see if it can be change and how to run the software in Windows 8
You:
7:31:52 PM
I feel really bad for that representative, since I wait for half of my day just to get this answer.
Alexander O:
7:32:16 PM
I understand I will like to apologize for it
You:
7:32:25 PM
This is disappointing.
Alexander O:
7:32:48 PM
I also will like you to keep in mind that the call back from the second level tech is schedule still
and they may have another option for you
You:
7:33:20 PM
Fine, I will contact them, but I am very mad right now.
Alexander O:
7:33:23 PM
but to be honest if you wan to use a third party
you may get the same answer form that second level as well
You:
7:33:42 PM
I know this will take a long time since it's only through email, how disappointing.
Alexander O:
7:34:17 PM
I understand that you fell disappointed at this moment, but I will like to advised you to try the new feature that we have
instead of using a third party that may be not compatible with windows 8
windows 8 is a hole brand new experience for our customers
the call back has been schedule and the time frame is 24hrs
it should not take more that 24hrs for them to contact you
You:
7:37:03 PM
No thank you.
