How do I check the status of an order ticket that has not been responded to?

Question

Hello,

I filed a PC accessory support request for my wireless natural ergo keyboard 4000 and sculpt comfort mouse. The keyboard no longer connects to any laptop that I use. Battery changes for the keyboard and mouse still do not work. The USB that goes from the mouse to the laptop appears to be faulty. I have no issues connecting with other wireless keyboards. I haven't heard any response via email from Microsoft agents for over a week. The keyboard is still under warranty, as I've had it for less than two years. It has been impossible to get into contact with an actual person to check on the status of my order ticket. Any assistance would be much appreciated.

Best,

Khadijah

Answer 1

Hi Khadijah Gibson,

We appreciate your post on Microsoft Community.

I’m sorry to hear that you haven’t received a response to your support request. To check the status of your order ticket, you can visit the Microsoft support website and log in to your account. From there, you should be able to view your support requests and their current status. If you received an email from the agent, please reply to that email again since the case will not close without your permission, we assure you that that agent will respond. Alternatively, you can contact the PC accessories team again to check the status of your order ticket.

Note: Just to set you an expectation. Processing replacement orders, checking the status of orders, and escalating cases are beyond our scope of support here in the community. We do not have the necessary tools to create or check orders. Only our live support team can assist you with this concern. Once you talk to them, provide the order number and they will help you right away. If need to escalate the case, they are the one will escalate the case immediately.

To contact the live support team.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your PC accessories.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this link. Global Customer Service phone numbers - Microsoft Support

Thank you for your understanding.

Kind regards,

Christopher.

Answer 2

Hi Christopher,

I replied to agent's original email same day on 1/12 and sent a follow up email on 1/18. I still have yet to receive a response. I have also called multiple Microsoft service numbers without ever getting in contact with a real person.

Answer 3

Hi Khadijah Gibson,

I'm sorry to hear about this, it's none of our intention for this to happen and this is not the experience we want to have. We sent you a private message about some details. Please check your profile's inbox and feel free to respond.

Kind Regards,

Christopher

Answer 4

This issue is still not resolved.