How do I get MS Technical Support to honor committments to contact me?

Question

On two and perhaps three occasions MS Chat Agents have informed me they have escalated the issues I have presented to a higher level and I can expect a call from a more qualified agent to resolve the issue at an agreed upon time. I have never received a call back from Microsoft. I have supplied Request #'s on two of incidents of this type. From reading other comments in the community it appears my experience is not an isolated phenomenon. Microsoft appears to be impervious to feedback (many of the links provided dead in 404's or are irrelevant) and OBLIVIOUS to the consequences of the impunity of their attitude. They appear to take pleasure in exploiting the dependence of elderly handicapped persons. How can Microsoft Customers organize to insist this perversion end?

Answer 1

On March 1st my 365 Office Subscription ended. I decided not to renew and instead to just purchase Office (one time payment). Prior to the date that my 365 subscription ended I knew I had to back up my files or lose all the valuable Word files of my manuscript and 2 years of investigative analysis needed for the writing of my historical non-fiction book to read-only documents. So, prior to my unlinking I backed up all files on my external hard drive then I purchased Office for my new MacBook Air. I downloaded the new office files the day before my 365 subscription ended with hope that I could transition my Word files over seamlessly. So, I downloaded the new office files but found I could not open them. I contacted MS customer support (India) and spoke with a very kind rep but very hard to understand. I realized I may have created a conflict with two MS accounts and the reason the files were not opening. The support rep attempted to help with my issue by signing on to my MacBook through Quick Assist only to receive "We're Sorry but Quick Assist service isn't working right now. Please try again later. She said she couldn't help me other than send me step by step directions how to delete my new office files and start over again. I found it wasn't as simple as that because many of her instructions were redundant and questionable. I did not want to loose my one time download and the money I paid for Office. She said she would escalate to her Supervisor who will call me within 24-48 hr. Well, the Supervisor called the next day (without a heads-up) while I made a quick run to the store. I obviously missed the caall- They did not leave message. I received an email several hours later saying the issue was resolved. It was anything but. I responded to the email indicating I needed help please email me to set a time- No response to date. The next day I attempted to start the process of contacting MS customer support all over again. I provided my case number and found I was back in India. Same thing happened with Quick Assist. Only this time the Customer Service Rep hung up. I received an email stating there was technical problems on her end and she was disconnected, and that I should reply to the note if I was still interested in pursuing my issue. No response to date. I attempted to contact Bellview Washington but was headed off and derailed by an AI who directed me to Customer Support a difficult navigation path that I feared. At the moment I am in limbo. I have not been able to write in my manuscript nor make changes to my Word document for 3 days now because they are READ ONLY. I paid for a service with no support. I have no idea who reads these comments but hopefully there is a bright side. MS For your information: Case # 7098579714 is active and needs to be resolved. Date is March 3, 2026