As reported yesterday on Computerworld, Microsoft retail customer support for Vista (as well as all other OS’s) is 60% higher than in the past, due to a boost in rates put in effect January 30th. Previously $35 per incident, customers will now have to pay $59 per incident. Is this justified?

First off, it should be mentioned that not that many customers will be effected by this. If you purchase a computer with Vista pre-installed (up to 80%), you’re expected to get support through your hardware vendor. If you use business or enterprise licensing, chances are you have a support contract with Microsoft. If your issue is with security or viruses or with Windows/Microsoft Update, you won’t be charged. Finally, if you’re issue is caused by a bug in the code, you’ll have your money refunded.

In the end, Microsoft is trying to get their prices more in line with other support providers, like Best Buy’s ‘Geek Squad’, or Circuit City’s ‘Firedog’. What makes this an interesting topic in my eyes isn’t the raise in price, which seems justified, but in a few of the words used to justify the raise. Matt Fingerhut, general manager of consumer support for platforms and business applications, was quoted as saying that the price raise was “just the right thing to do”. Now that’s good headline material. Sometimes Microsoft makes criticizing them just a little to easy…