What to do if Microsoft is not responding to your support Request?

Question

I have use one of are 20 incidents with Microsoft to put in a Support Request. Howevrr they still have not reply by e-mail or phone. What should I do?

Answer 1

Hello,

Have you tried to call them directly?You can contact them via Global Customer Service phone numbers - Microsoft SupportLong wait times can occur when call volumes are high. Is it possible to escalate this case to a higher severity level to ensure a quicker resolution?Regards,Karlie

Answer 2

I have opened a service request 3 weeks ago. The person in charge of my ticket is taking a minimum of 8 days to respond to a message (yes, in 3 weeks I only received 2 messages from that person). We are still nowhere close to even looking into my issue because somehow, the official invoice/receipt email from staples for online orders does not constitute a valid proof of purchase. I have been waiting for 9 days now for her to tell me what a valid proof of purchase would be for her, so I can contact staples and ask for what they need.

I will likely lose at least 10% of my warranty time since Microsoft is uncapable of just starting to look into my issue (let alone fixing it).

The rudest part of it all is that in her message, there is a note that I must respond within 2 days or my case will be closed. What is Microsoft's response timing commitment here?

That's unreal to be honest. I would never have excepted such a horrendous customer service... I'll waste more of my time to call the Canadian phone number, but I really don't have much hopes in this alternative either...

Answer 3

Same experience. They have my surface pro for 3 weeks now for an in-warranty standard exchange. Every time I contact support, they say I need not worry and I can use the email they sent out to request for updates, assuring me that they will respond thru that mail. Yea, no response. Maybe after a week, i get a response. I've already chatted with them 4 times and they gave the same answer about I will get update from the mail they sent out. I guess their SLA is to piss off their customers. I would've expected at least an update every 2 days just to assure the customer that they are still looking into it. They are definitely at the top of the most horrible customer service/support I've ever encountered.

Answer 4

Having similar issue with no response to support requests made. Not email or phone back. Having paid for service I find this unacceptable!

Answer 5

I am also having the same issue. Except they just mark it as resolve the SECOND I submit the request.