Logged case is not being worked on

Question

I have a (paid) case open (#2403190060001377) regarding Network Load Balancing with Professional Support since more than a month now without anybody picking up the ticket. How is this possible? How can I get attention on it? I tried to escalate several times, to no avail.

Answer 1

Hello Ingo,

Hope this email finds you well. 

I am writing to you because I got the feedback that you have concerns on the case response time. First, I have to say sorry for the bad experience you have received from Microsoft.

Then please allow me to make things more clear. As far as I know, your case has not been responded to for a long time because the American team currently has 2,000 cases waiting in the queue. And as far as I knew, engineers in this team have been long time being overloaded and currently can only have BW focusing on A cases, which resulted in your cases not being responded in time. We have already notified the American team of your current situation via email and upgraded your case to level A in the backend, hoping that the American team can prioritize your case.

On the other hand, I have already feedbacked your concerns internally and believe we could see the improvement in the short future. I think you could receive the timely response next time if Microsoft could have another chance to work with you, but I am still not sure this could 100% happen. However, if you do meet the same problem next time, I suggest you could write email with case ID to below addresses. If the case is Windows related, we will be then notified and pay attention to it. 

csprcsupport@microsoft.com

winbcwsdm@microsoft.com

Additionally, if you no longer wish to continue with support, you can leave us a message, and we will take responsibility for issuing a refund. We deeply apologize for the unpleasant experience.

If you still have anything unclear, kindly reach out to me.

Thank you for choosing Microsoft. 

Best Regards

Rosy

Answer 2

Hello Rosy,

Thank you very much for this honest and timely reply. It's the first time I hear a sensible explanation for the delay. Fortunately, the case is not urgent, so it's OK to wait a little longer to finally get a response.

If it's of any help, I am happy to work with other teams than the American team, I am flexible in terms of support hours (9:00 AM to 10:00 PM UTC+7) as well as languages (English, German, Thai).

Answer 3

Dear Ingo,

Thank you very much for your response.

We have successfully submitted your request to our backend team for processing. If you do not receive a reply within a reasonable timeframe, please feel free to send us an email directly using the address we have provided below.

csprcsupport@microsoft.com

winbcwsdm@microsoft.com

We appreciate your patience and are committed to assisting you as promptly as possible. Thank you for choosing us.

Best regards,

Rosy

Answer 4

Hi ingo,

I hope this email finds you well.

I wanted to follow up with you regarding the issue you experienced. Has it been resolved? If not, I can contact our refund support team to arrange a refund for you.

Please let me know how you would like to proceed.

Best regards,

Rosy