Contact support

Question

Does anyone know of a way to contact Microsoft support other than the telephone number listed? We paid for a support incident on the 12th of last month and after hearing nothing for a week (other than a "Your question was successfully submitted to Microsoft" email) I now spend 45 mins a day for the last 2 and half weeks calling support, giving them the ticket number and being told "Sorry no one has been in touch, we will escalate the case and someone will get back to you tomorrow". I don't think its unreasonable for me to expect to hear something from someone 26 days after paying for support but apparently Microsoft support has no managers I can speak to and no one that can do anything but repeat the same line.

Answer 1

What you've described is incredibly frustrating, waiting 26 days without a resolution or meaningful update is simply not acceptable.

I strongly recommend posting a concise, factual summary of your issue—including the lengthy delay and lack of response—on the Microsoft Community support forums. Microsoft support managers actively monitor these forums, and public posts like this frequently receive the attention needed to unstick a stalled case.

If this guidance helps you get the contact you need, please feel free to mark this as an accepted answer. I'll be hoping for a positive update from you soon.

Answer 2

Update, looks like this post was key as as of 13:35 I finally received an email from the engineer now assigned to my case. Anyway thankyou to whoever saw this post and got things moving and I hope it can be used to make a few improvements to the current system:

Have actual means of escalation \ manager who can offer more than platitudes to frustrated customers.

If you going to have automation that asks for things like 16 digit case numbers make sure that's fed though to the call handler to save customers repeating information.

Everyone has backlogs but no one should wait as long as we did with not even a courtesy email

Buying support - Don't make business's use personal email address's when purchasing support (this disconnect is just unprofessional / we had to sign up for a payment with an email address that wasn't part of 365 tenancy).

Answer 3

Hey MGrundy, genuinely sorry to hear that. Waiting 26 days without a resolution or meaningful update is simply not acceptable.

I strongly recommend posting a concise, factual summary of your issue—including the lengthy delay and lack of response—on the Microsoft Community support forums. If possible, you can share the ticket ID here, I believe Microsoft managers also monitor this forums, hence it will catch their eyes seeing how frustrated you are.

If this guidance helps you get the contact you need, please feel free to mark this as an accepted answer. I'll be hoping for a positive update from you soon.