How do I file a complaint against a Support Engineer / Team?

00846624 16

I have a Support case that was mismanaged (or not managed at all) and now they are refusing to even close the case. How can I report this and file an official complaint? I've wasted several weeks on this case with not even a single step in the right direction and I would like to file an official complaint.

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54 answers

Pavel yannara Mirochnitchenko 12,606 Reputation points MVP

2021-07-15T17:41:41.283+00:00

Do you have MS premium support agreement? THen you have a TAM person with whom you should talk and file the complaint via him. If you are talking about free Azure support ticket opened via Azure portal, I guess it is by best efford then. This really depends on your deal with MS.
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00846624 16 Reputation points

2021-07-16T06:02:48.947+00:00

i dont think we have a TAM. We have whatever support comes with Microsoft 365 E5. It doesnt say anywhere on the admin center what kind of support we're supposed to get.

Jason Sandys 31,306 Reputation points Microsoft Employee

2021-07-16T14:36:03.68+00:00

There are no different levels of support unless your org has a support contract with Microsoft. As noted, please post your support case number and I will attempt to escalate internally.

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Jason Sandys 31,306 Reputation points Microsoft Employee

2021-07-15T21:01:39.81+00:00

Have you attempted to escalate?

What is the support case number?
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00846624 16 Reputation points

2021-07-16T06:06:58.3+00:00

Yes, escalated a few times.
First engineer was incompetent.
Second engineer (supposedly a senior) took 2 weeks to even try and schedule a callback, which he cancelled on the very last minute.
Third engineer and their Technical Lead couldn't even read the time.
Technical Lead and Manager wont even close the case after another 2 weeks of telling them to.

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How do I file a complaint against a Support Engineer / Team?

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