Level 2 Support

Question

Second day in a row I am waiting for my planned phone call from Level 2 Support to fix new problems created when they fixed  my last problems.  First time they didn't call me they said they didn't have my phone number.  Funny since they send me texts to my phone to authenticate it's really me.  That call forced me to wait over 45 minutes for a tech to join.  Second call today, was planned for 4 pm EST.  No call, Now I am waiting for over 30 minutes on hold.  Same story, they don't have my correct phone number.  This is such crap.  The woman fixing my sync issues iwth ONE NOTE, has totally reconfigured my file structure on my hard drive.  Tell me how this has anything to do with ONENOTE.  Clearly these people are clueless.  WHERE CAN I GET REAL HELP and provide needed feedback to these morons.

Answer 1

Thank you, I am still frustrated with the mess they made but I agree perhaps there are better ways to get help.  I may try to post a specific issue and see what happens.

Answer 2

That is typical of reports of poor service we've heard (of course we don't hear about the good service) about MS Support.   Support quality seems to be very hit, or miss, or miss, or miss ...

What can you do?

Ask your question here. Quite often there are other users who have had your problem and have a fix. Give us the FULL and EXACT error message text, and error code (if any), describe the steps you take to recreate the problem.

Google/Bing: search the web for error codes, specific error message text. There are many other similar forums for tech support

When you call MS, find out the "trouble ticket number" you have been assigned.  That way you can cite it when you call back. It SOMETIMES (not always) helps speed things up a little.

Use online chat to contact MS. That way you get a timestamped transcript of your problem. Make sure to copy the text before closing the dialog window.  If things get really bad, you can post the transcript online to give MS bad press. I've seen a couple of those. They can be quite funny, (like a "adventure" is the story of someone else being scared out of their wits).

Contact a computer "ombudsman". There are many online reporters who offer help service. You contact them with the problem, they contact the company on your behalf. They often get much better quality response.

Use MS social media contacts. Publishing your problem in social media gives MS incentive to solve problems faster.

Social Media- Twitter - Make your Pain Public, maybe then MS will fix the problem – And they usually reply

http://www.zdnet.com/microsofts-twitter-based-tech-support-puts-apple-in-the-shade-7000016997/

Sorry, there is no good answer to that. If you, and all the others with this problem start tweeting it, making it more public, maybe then MS will finally be inspired to find the fix to the problem.

Microsoft has a number of dedicated teams that do this kind of support explicitly:

@WinPhoneSupport

@XboxSupport

@MicrosoftHelps

@WindowsSupport

@Office, @Surface

@Microsoft

https://www.facebook.com/Microsoft

You can reach out to key folks on the Windows Engineering team through Twitter

.   https://twitter.com/donasarkar

.   https://twitter.com/brandonleblanc

.   https://twitter.com/jenmsft

.   https://twitter.com/northfacehiker

Make sure you send short link to them. They are known to be very responsive and might be able to point it in the right direction.

Take your complaint to the top, Tweet the CEO of MS: @satyanadella