Support Escalation

Question

Support Escalation

Matt Sully 11

How can I escalate a support request beyond the in-effective first tier?

cheong00 3,486 Reputation points Moderator

2021-08-25T17:54:59.417+00:00

If you demand (do it "firmly but not harsh") escalation after you found the first tier unhelpful, they may escalate it.

That said, you should try to get help from the first tier first. Not all of them only find answer and blindly quote answers from their KB.

Also, I know some outsourced support providers have internal metrics on percentage of cases that needs to be escalated. So if you're unlucky they may try to swing you away even on cases where escalation is genuinely needed.

Good luck.
Matt Sully 11 Reputation points

2021-08-25T18:44:21.257+00:00

Thank you. Are you aware of HOW to escalate?
cheong00 3,486 Reputation points Moderator

2021-08-25T18:53:54.253+00:00

Just tell them you want them to.

They will if they can, and sometimes they'll directly offer to escalate if they can't solve your problem.

The only problem is, if they are unable to solve your problem and they "can't" escalate, possibly nothing you can do to make it happen.

Depending on which company the support of your region is offered, maybe you can try ask the CS to switch to another one if they can't solve it. I don't know, just a guess.
Binesh K N 11 Reputation points

2021-08-27T16:26:17.09+00:00

Hi Team,

I have subscribed standard support for Azure, But the response and the resolution we're getting from Microsoft is very bad and not in a professional manner. I have attached the below is a severity A ticket and its been almost 1 week. Till now Microsoft doesn't resolve the issue or help me to fix the issue.

Ref ticket # 2108170060003188

Thanks
Binesh
Chua Eng Chou Adrian 1 Reputation point

2022-06-04T06:22:44.833+00:00

hi Microsoft certification team

who can i escalate to?

i have completed and passed the renewal test for M365 messaging associate> But i continued to receive email alert that
<Your Microsoft 365 Certified: Messaging Administrator Associate expires November 29, 2022>

I have done the test twice, as i thought the result is not captured.
i have a copy of the screen dump that showed that i passed the test.

pls advise who can i escalate to?

regards
Office 365 support not able to help 1 Reputation point

2022-11-09T09:21:55.037+00:00

They are not able to help escalate support cases at all.

When asking for helo they are just asking for "control" questions, and you request ends up with noting. "We will call you back" - it never happens, or to late for solving the case at hand
Vare, Vinay 1 Reputation point

2022-12-13T05:02:41.767+00:00

How i can download recent Certificate
Sven 11 Reputation points

2023-08-03T13:54:36.7833333+00:00

This seems to be more method than exception. We currently have three open support requests that are neither answered nor escalated to exactly the same extent.
Praveen Kaushik 5 Reputation points

2023-08-25T14:25:08.17+00:00

Dear Microsoft Support Team,

I hope this email finds you well, although I must express my deep concern regarding the lack of progress on resolving the issue reported in our ticket(TrackingID#2306230030003480), which has remained open since May 2023. It is alarming to note that nearly four months have passed without any tangible solution being provided.

This prolonged delay raises doubts about your commitment to address and rectify the problem at hand. It is disheartening to feel as though our concerns are not being taken seriously, leading us to question whether you truly intend to resolve this matter. We do not wish to believe that your organization is intentionally neglecting its responsibilities.

Please be advised that we are left with no choice but to explore alternative options if a prompt resolution is not provided. We are prepared to take legal action against Microsoft and escalate this matter through various media channels if necessary. Rest assured, those found responsible for any negligence or misconduct will face appropriate consequences.

We implore you once again to prioritize our case and provide us with a satisfactory resolution without further delay. The continued lack of progress only exacerbates our frustration and distrust in your support system.

We eagerly await your immediate attention and a comprehensive update regarding the status of our ticket.
Praveen Kaushik 5 Reputation points

2023-08-25T14:34:15.62+00:00

Dear Microsoft Support Team,

I hope this email finds you well, although I must express my deep concern regarding the lack of progress on resolving the issue reported in our ticket(TrackingID#2306230030003480), which has remained open since May 2023. It is alarming to note that nearly four months have passed without any tangible solution being provided.

This prolonged delay raises doubts about your commitment to address and rectify the problem at hand. It is disheartening to feel as though our concerns are not being taken seriously, leading us to question whether you truly intend to resolve this matter. We do not wish to believe that your organization is intentionally neglecting its responsibilities.

Please be advised that we are left with no choice but to explore alternative options if a prompt resolution is not provided. We are prepared to take legal action against Microsoft and escalate this matter through various media channels if necessary. Rest assured, those found responsible for any negligence or misconduct will face appropriate consequences.

We implore you once again to prioritize our case and provide us with a satisfactory resolution without further delay. The continued lack of progress only exacerbates our frustration and distrust in your support system.

We eagerly await your immediate attention and a comprehensive update regarding the status of our ticket.

I am writing to express my dissatisfaction with the recent changes in your support policy. As a loyal customer, I had previously purchased 10 licenses(Microsoft 365 Business Standard) from License Direct Microsoft with the expectation that I would continue to receive direct support from your team.

However, to my dismay, I have been informed that I now need to purchase additional licenses in order to be eligible for direct support. This is an unexpected and frustrating development, as it contradicts the initial understanding and agreement I had when acquiring the licenses.
Aiswariya Sawan 0 Reputation points

2023-08-29T07:33:08.9366667+00:00

Hi Team,

Ticket ID: TrackingID#2308150030002074

The issue was initially raised on Saturday, August 19, 2023, at 17:33:05 GMT+0530 (India Standard Time). Since then, the ticket has been subjected to a series of back-and-forth communication, with no satisfactory resolution provided. My colleagues have been facing significant challenges due to this delay, impacting our business operations and, subsequently, our clients' experiences.

Upon reviewing the email thread, it is evident that there has been a lack of coordination, clear communication, and definitive action from the support team. Instead of addressing the core issue and providing a proper solution, the ticket seems to have been passed from one person to another, leading to confusion and frustration on our end.

This inefficiency and delay have resulted in a considerable amount of time wasted, and yet, the issue remains unresolved. Our ability to deliver effective services to our clients has been compromised due to this ongoing situation.

I urgently request your immediate attention to this matter.

Kindly help us resolving the issue.
Ken Dinh 0 Reputation points

2023-12-30T19:01:43.7+00:00

Have the same issue with Microsoft support and unable to find an escalation support.

our email system down for 2 days now.

case number

2312290040003826
Vipul Mittal 0 Reputation points

2024-03-18T09:55:54.96+00:00

Dear Team,

Need to escalate case #2403160050000122 SEV 1 Case, there is no response from last 2 days, sent multiple follow ups.

Kindly provide the resolution on this.

Regards,

Vipul
Sunitha Augustine 0 Reputation points

2024-07-10T22:03:55.15+00:00

I am facing the same issue. The support team isnt able to provide any help. Is your issue resolved, did you get your certificate?
Sriraman Nadar 0 Reputation points

2024-07-24T09:39:18.4733333+00:00

To add more even none of the Intune Team even bothered to contact me. Below are the tickets
Sajad Hussain 5 Reputation points

2025-01-31T19:23:30.7633333+00:00

i've enrolled onto the MS learning path which created a course for me, I was following the course when i got errors in the exercises I was doing, i raised the issue with the MS learn support team and now it's been a month , when i ask for an update i'm informed "we are sorry , this is a known issue, they are looking into it" , obviously whilst all this time has passed i've lost my free subscription and now if i want to complete the training i would have to pay. Even if i'm will to pay , i still need the issue i raised on the learning path to be resolved. I didn't expect this kind of unprofessional response from MS.

here is issue tracked in MS learn Q&A,

https://learn.microsoft.com/en-us/answers/questions/2139180/how-do-i-fix-tensorflow-keras-error-valueerror-val

if anybody knows how i can escalate this issue and get it resolved i would be very interested.

thank you
ANDY REID 0 Reputation points

2025-04-21T22:06:54.1733333+00:00

there so bad never follow anything there so rude and put us people in loops

1 answer

Your answer

cheong00 3,486 Reputation points Moderator

2021-08-25T17:54:59.417+00:00

If you demand (do it "firmly but not harsh") escalation after you found the first tier unhelpful, they may escalate it.

That said, you should try to get help from the first tier first. Not all of them only find answer and blindly quote answers from their KB.

Also, I know some outsourced support providers have internal metrics on percentage of cases that needs to be escalated. So if you're unlucky they may try to swing you away even on cases where escalation is genuinely needed.

Good luck.
Matt Sully 11 Reputation points

2021-08-25T18:44:21.257+00:00

Thank you. Are you aware of HOW to escalate?
cheong00 3,486 Reputation points Moderator

2021-08-25T18:53:54.253+00:00

Just tell them you want them to.

They will if they can, and sometimes they'll directly offer to escalate if they can't solve your problem.

The only problem is, if they are unable to solve your problem and they "can't" escalate, possibly nothing you can do to make it happen.

Depending on which company the support of your region is offered, maybe you can try ask the CS to switch to another one if they can't solve it. I don't know, just a guess.
Binesh K N 11 Reputation points

2021-08-27T16:26:17.09+00:00

Hi Team,

I have subscribed standard support for Azure, But the response and the resolution we're getting from Microsoft is very bad and not in a professional manner. I have attached the below is a severity A ticket and its been almost 1 week. Till now Microsoft doesn't resolve the issue or help me to fix the issue.

Ref ticket # 2108170060003188

Thanks
Binesh
Chua Eng Chou Adrian 1 Reputation point

2022-06-04T06:22:44.833+00:00

hi Microsoft certification team

who can i escalate to?

i have completed and passed the renewal test for M365 messaging associate> But i continued to receive email alert that
<Your Microsoft 365 Certified: Messaging Administrator Associate expires November 29, 2022>

I have done the test twice, as i thought the result is not captured.
i have a copy of the screen dump that showed that i passed the test.

pls advise who can i escalate to?

regards
Office 365 support not able to help 1 Reputation point

2022-11-09T09:21:55.037+00:00

They are not able to help escalate support cases at all.

When asking for helo they are just asking for "control" questions, and you request ends up with noting. "We will call you back" - it never happens, or to late for solving the case at hand
Vare, Vinay 1 Reputation point

2022-12-13T05:02:41.767+00:00

How i can download recent Certificate
Sven 11 Reputation points

2023-08-03T13:54:36.7833333+00:00

This seems to be more method than exception. We currently have three open support requests that are neither answered nor escalated to exactly the same extent.
Praveen Kaushik 5 Reputation points

2023-08-25T14:25:08.17+00:00

Dear Microsoft Support Team,

I hope this email finds you well, although I must express my deep concern regarding the lack of progress on resolving the issue reported in our ticket(TrackingID#2306230030003480), which has remained open since May 2023. It is alarming to note that nearly four months have passed without any tangible solution being provided.

This prolonged delay raises doubts about your commitment to address and rectify the problem at hand. It is disheartening to feel as though our concerns are not being taken seriously, leading us to question whether you truly intend to resolve this matter. We do not wish to believe that your organization is intentionally neglecting its responsibilities.

Please be advised that we are left with no choice but to explore alternative options if a prompt resolution is not provided. We are prepared to take legal action against Microsoft and escalate this matter through various media channels if necessary. Rest assured, those found responsible for any negligence or misconduct will face appropriate consequences.

We implore you once again to prioritize our case and provide us with a satisfactory resolution without further delay. The continued lack of progress only exacerbates our frustration and distrust in your support system.

We eagerly await your immediate attention and a comprehensive update regarding the status of our ticket.
Aiswariya Sawan 0 Reputation points

2023-08-29T07:33:08.9366667+00:00

Hi Team,

Ticket ID: TrackingID#2308150030002074

The issue was initially raised on Saturday, August 19, 2023, at 17:33:05 GMT+0530 (India Standard Time). Since then, the ticket has been subjected to a series of back-and-forth communication, with no satisfactory resolution provided. My colleagues have been facing significant challenges due to this delay, impacting our business operations and, subsequently, our clients' experiences.

Upon reviewing the email thread, it is evident that there has been a lack of coordination, clear communication, and definitive action from the support team. Instead of addressing the core issue and providing a proper solution, the ticket seems to have been passed from one person to another, leading to confusion and frustration on our end.

This inefficiency and delay have resulted in a considerable amount of time wasted, and yet, the issue remains unresolved. Our ability to deliver effective services to our clients has been compromised due to this ongoing situation.

I urgently request your immediate attention to this matter.

Kindly help us resolving the issue.
Ken Dinh 0 Reputation points

2023-12-30T19:01:43.7+00:00

Have the same issue with Microsoft support and unable to find an escalation support.

our email system down for 2 days now.

case number

2312290040003826
Vipul Mittal 0 Reputation points

2024-03-18T09:55:54.96+00:00

Dear Team,

Need to escalate case #2403160050000122 SEV 1 Case, there is no response from last 2 days, sent multiple follow ups.

Kindly provide the resolution on this.

Regards,

Vipul
Sunitha Augustine 0 Reputation points

2024-07-10T22:03:55.15+00:00

I am facing the same issue. The support team isnt able to provide any help. Is your issue resolved, did you get your certificate?
Sriraman Nadar 0 Reputation points

2024-07-24T09:39:18.4733333+00:00

To add more even none of the Intune Team even bothered to contact me. Below are the tickets
Sajad Hussain 5 Reputation points

2025-01-31T19:23:30.7633333+00:00

i've enrolled onto the MS learning path which created a course for me, I was following the course when i got errors in the exercises I was doing, i raised the issue with the MS learn support team and now it's been a month , when i ask for an update i'm informed "we are sorry , this is a known issue, they are looking into it" , obviously whilst all this time has passed i've lost my free subscription and now if i want to complete the training i would have to pay. Even if i'm will to pay , i still need the issue i raised on the learning path to be resolved. I didn't expect this kind of unprofessional response from MS.

here is issue tracked in MS learn Q&A,

https://learn.microsoft.com/en-us/answers/questions/2139180/how-do-i-fix-tensorflow-keras-error-valueerror-val

if anybody knows how i can escalate this issue and get it resolved i would be very interested.

thank you
ANDY REID 0 Reputation points

2025-04-21T22:06:54.1733333+00:00

there so bad never follow anything there so rude and put us people in loops

Answer 1

@Matt Sully Apologies for all the inconvenience caused!!!

Assuming from your query that you are talking about Azure Support you can correct me if I am wrong.

Now there are different kind of Support Plans in place you can make use of. More info here.

Considering the scenario you mentioned where you are not getting the required help and you want to escalate it. Now when it comes to basic tier as mentioned by @cheong00 above you can ask the Engineer to escalate internally if you want it. They do have that internal system to escalate which should work for you.

Another tier is the Premier one which works on same mechanism. Customer with Premier account have Account Managers as well which can help you to escalate the whole process to get the required help.

There is no external process as such where you can escalate but internally it is possible. I will reach out to you separately and will try to help you to get it escalated internally.

Hope it helps!!!

Please "Accept as Answer" if it helped so it can help others in community looking for help on similar topics.

Sunitha Augustine 0 Reputation points

2024-07-10T22:05:47.6333333+00:00

How do we escalate on issues related to certificates which isn't appearing in our portal after clearing the exam?

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Support Escalation

1 answer

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