Support for Business Sucks!!!!

Question

We are a gold \modern work partner and get 20 free support incidents with Microsoft a year. I try everything in my power to never open a case because support usually sucks. However, the last few times we have tried to open a sev 1 case that states a 2-hour call back, we have been waiting for days and months. The latest case was opened 9-27-23, and on 11-20-23, there is still no acknowledgment on the case, asking for updates almost daily. No initial contact is just crazy, which seems to be the new trend, as the last one took like 14 days or more.. When you have no acknowledgment, there is no way even to escalate. Support just sucks.... I was working with Denise Rundle and Bryan Belmot, who are in charge of US Support, who assured me they were working to make things better. However, they worse every time we try to use a support ticket. Has any partner ever had any success using their incidents without paying the 40k for advanced support which I just wouldn't even trust at this point. Honestly, we only ever need help 1 or 2 times a year, and that price is not worth it, and you would think the partner offerings would be ok for 1-2 tickets...

Answer 1

The problem is there are no more contract managers. So, I'm voicing my concern everywhere I can until Microsoft can give partners a way to communicate their issues again since they took account managers away several years ago.

Answer 2

Hello Adam313

Thank you for your feedback.

We're sorry, but the forum is only able to provide basic technical support, and your question is beyond the scope of the forum.

In this case, it is recommended that you contact your contract manager.

Best Regards，

Hania Lian

Answer 3

yes, looks like

Answer 4

I rarely experience good support anywhere from any company and across the board it seems to be trend to avoid spending money to enhance support. Rather, I see out sourcing or just downsizing support.