Supervisor for Windows 11

Question

Hello All,

I need your help. I have tried unsuccessfully to resolve issues caused by different Microsoft Support Agents on a brand-new Custom Desktop running Windows 11 Home. I have used Microsoft “Office” since it was released in 1994/5 and had a Subscription to Microsoft “365” for nearly 10 years. I am not going to go into the problems because that is not the purpose of this post.

I am 100% Disabled Marine with multiple surgeries that make it difficult to sit for long periods of time. I also have hearing issues that requires me to use my cell phone speaker. This creates an echo, and I cannot differentiate between an echo from me talking or the other person. Add to that accented English and it makes for a trying time and a long conversation. Asking for them to repeat their last words. Thankfully the Agents were understanding of this.

My phone calls with Tech Support started on 22 DEC 22. A week later another Agent tried to fix the first Agent’s “solution”. No Joy. It was difficult conversation. Both Agents used Quick Assist. This requires me to move the mouse to click. With my injuries, this because more difficult and more painful.

The second Agent apologized and sent me an email with the case number. He instructed me to reply to it explaining I needed my case “ESCALATED” to a Tech Support Supervisor in the US. I did so and even included screenshots. So far, no one has replied to the email. I have created more Support tickets. Received more phone calls from individuals from India to Philippines trying to speak to a Tech Support Supervisor. Some say they work from home and cannot, some say no problem but could not guarantee the person answering would be a supervisor and transferred me. On the phone for 2 hours 0 minutes 12 seconds.

I have a long list of names of all the Support Agents. I have recordings of all the calls. I even have a $2100 decoration on my desk. What I do not have a solution to my issue(s).

Please, help me get in contact with a US based Supervisor.

Any help is appreciated.

Semper Fi

Eddy Gilley

Answer 1

Thank you for your reply.

We appreciate your feedback, click Yes or No to help us improve the support experience.

Best Regards,

Rick-MSFT | Microsoft Community Support Specialist

Answer 2

The only US technical support number I could find.

(800) 642 7676
(800) 892 5234 (TTY)

Answer 3

Hello, EddyGilley.

Welcome to Microsoft community.

Microsoft Support Community supports you, our end customers, with issues you might have with our products.

You can write your questions here and I will try to help you. For your appeal, we are sorry that we cannot help to submit it, because it is beyond the scope of community support. You need to contact the technical support again and provide your case number.

If you want to make it easier to contact a technician, you can click below to get support from the Disability Answer Desk.

Disability Answer Desk Support | Microsoft Accessibility

If there is anything not clear, please do not hesitate to let me know.

Best Regards,

Rick-MSFT | Microsoft Community Support Specialist

Answer 4

Rick,

Just checking in for an update. I replied several days ago and there has not been any activity/reply.

Semper Fi

Eddy Gilley

Answer 5

Rick, I appreciate your reply; I can see you are trying to help. However, I do not see how your suggestions are any different from what I have been doing.

I replied to the email the Support Agent (Samuel) sent (04 JAN 23) which had the Case Number in it. I also provided an explanation of what was wrong, and the instructions to have the Case Escalated to a US based Supervisor. No reply at all from anyone at Microsoft. It has been weeks.

I have contacted Tech Support three additional times, each time creating a “new” case, each time an international agent calls me. However, they cannot help me speak with a US based supervisor. What will creating a new ticket/case do for me if it goes thru the same process as the multiple previous attempts?

Trying to discuss/troubleshoot this here would probably take too long trying to type it out, hope I explain it properly, hope you understand it as presented, then wait for a reply. If I have a problem, I must stop, then send the next question. The first Agent (Kiel) took nearly an hour. The second Agent (Samuel) over an hour and that did not include “going into the Registry” that he said would take “at least an hour”. Don’t forget, we were using the telephone. Imagine how that process will be trying to type and wait hours for a reply?

As for Disability Answer Desk, how will that help me? Are they located in the US? Will that involve a lot of typing? I am not aware of their services and the landing page did not provide me much information. It seems to focus on how to make Microsoft Products user friendly for customers with disabilities and they answer questions concerning those issues.

I am not trying to be difficult; I am simply frustrated. Imagine dealing with everyday events living with chronic pain; it is easy to become frustrated. I have supported Microsoft and enjoyed their products for decades. I never once thought I would find myself in this situation at this point.

Quite honestly, I do not understand how no one knows how to get in contact with a US based Supervisor. Surely, there must be someone that has a telephone number for a US based tech support office I could call. Can you get that information for me? The two telephone numbers provided to me by the agent (Vivek) that thought he could connect me to a US agent, rings back to International Support. (866.425.9799 and 866.425.1856).

Please, ask around for a number or an email address or something.

Semper Fi

PS FWIW to illustrate the absurdity of this process, the original purpose or reason for support was:

(1) Export all Outlook .pst files from ASUS laptop running Win 8.1 (I had not even opened any of the MSO 365 products that downloaded when I signed into my MS account on new computer)

(2) Make sure all Data Files, SPECIFICALLY all Outlook and Office data Files were saved on D: drive. and D: would be the default save location for Data files. (I have two physical drives. C is 1 TB SSD, D is 2 TB HDD.)

I thought it would be an easy call. He kept placing me on "a brief hold" (to ask for help) and even had to call me back 20 minutes later after a much longer need to ask for help. The testing for product knowledge appears to be insufficient.

The subsequent call(s) were to correct that. The next agent managed to make it worse; my File Structure on D: is a Charlie Foxtrot and Outlook .pst and all it's data files are still on C.