How do I raise a formal complaint about Microsoft and their support department

Question

Hi, I need to make a formal complaint about Microsoft Support and help with resolving a specific issue around my Microsoft account. It is something that normally cannot be changed but I know for a fact in exceptional circumstances (which I have) it can be.

I have spent hours and hours on chat explaining a very simple problem again and again, being told it would be sorted and it hasn't been, been told it was top priority and I would get an email but I have never had an email. Despite they know I live in the UK, I did get two calls. One at 01:30 and one the next day even though I had told them about their error at 01:46.

The whole experience has been terrible, Probably the worst support I have ever received with each department blaming someone else.

As a priority, I need someone senior to look at my issue, escalate to the right person to fix and then secondly I need someone to review all the promises that have been broken and take the appropriate action.

I am a personal user although do pay annually for Microsoft 365 Family

Help! Where do I go to get some help and not people who seem unable to grasp a simple issue. An email address or report form is preferable to a telephone call.

Thank you.

Answer 1

Hello,

You'll have to go through https://support.microsoft.com/contactus to contact Microsoft, which you've already done. That's really the only way you're going to get ahold of Microsoft Support.

Also, you might want to consider adding an email alias and see if you can sign in that way. You can do that by going to https://account.microsoft.com and go to the "Change how you sign in" menu.

Hope this helps.

Answer 2

Thanks have tried this but it automatically adds back in the capitalisation. I just need to find a way to escalate at a senior level on Microsoft as a complaint rather than to outsourced companies who can only do what is in their ‘resources’ system. So frustrating!!

Answer 3

Hello,

I tend to get the same thing sometimes when talking to Microsoft Support, but that just seems like a big corporation thing to do.

Usually, should your email address contain capital letters, the system should make it so that it's lowercase, just like how you don't have to capitalize website URLs.

Please try using the secure email with lowercase letters and see if that works :)

Let me know how this goes.

Answer 4

Thanks so much for your offer. I have repeatedly voiced my frustration at their support but tend to get cut and paste type answers, Of course the support may not be actually Microsoft and they can only resolve the common cases. I set an account / alias up which include capital letters thinking I could change it later. This of course means my Outlook address has the same cap letters in it. Usually everything is not case sensitive but there is a secure domain I need to contact (of which I can't go into detail on) which bounces back any mail addresses with cap letters. I can't add a new lower case alias as the system things it is the same as the one I already have. I know it is normally a 'can't help' but it is possible for a senior engineer to edit the alias, I know this because my colleague made the same mistake and he managed to get someone helpful and it was escalated and changed,

It is obviously not a standard procedure etc due to data protection etc but it can be done, I just can't get hold of anyone who will own it and sort,

I don't really want to set up a completely new mail address as I have just updated it with everyone which was a very long and tedious process.

Thanks again.

Answer 5

Hello,

If you'd like, I can help to the best of my ability :)

You'd have to contact Microsoft Support (again) and tell them about their nonexistent support. You can do that by going to https://support.microsoft.com/contactus if you haven't already.

Hope this helps.