>If a problem is determined by Microsoft to be the result of a defect in a Microsoft product, the customer will not be charged for that incident.

That's actually true.

I went through it about six months ago. I was getting a C++ runtime library error. It happened only in ONE specific spot for ONE client (and immediately showed up at 3 other clients), and took a week for me to come up with a 100% reproducible scenario.

I opened a support incident and was talking with Trevor in a few minutes, making arrangements to FedEx them a DVD with the client's data.

Once Trevor had repro'd the problem, he got the devs involved. (Calvin said it was Aleksey's fault. <g>) They gave me a workaround, and asked me to test the same issue during the next beta.

No charge.