My OneDrive was set up wrong by your support tech and is causing problems. I also have an SQL problem that will not allow critical (third party) software to work properly.

Question

OneDrive was supposed to be set up to backup the files and folders on my desktop computer. Instead, someone set it up to share the files with all of my computers, which is becoming increasingly troublesome, and it needs to be resolved quickly but I've been having a very difficult time getting a hold of someone at Microsoft. You won't take my calls. You won't respond to my online requests. If this is the kind of customer service I can expect, I may opt to return my computer, 1 TB of storage and service package. Additionally, my Act software doesn't work because there seems to be an SQL problem which Act says will not Act to sync with my new Surface computer.

Answer 1

Hi @Michael Adiutori,   

Welcome to Microsoft Q&A forum. 

I am writing to formally acknowledge the significant frustrations you have encountered regarding the configuration of your OneDrive, the SQL synchronization errors on your new Surface, and the difficulty in reaching a live support representative. 

I understand that these technical barriers are impacting your critical business operations. To ensure your concerns are addressed immediately by the correct specialists, please use the following direct escalation channels: 

1/ Dedicated Surface support (via Surface App) 

The fastest way to reach a hardware and configuration specialist is through the Surface App pre-installed on your device. This bypasses general Windows support queues. 

• Open the Surface App from your Start menu. 
• Navigate to Help & Support. 
• Select Get Help. Because this app identifies your specific device hardware and warranty status automatically, it routes you to a priority queue for Surface owners. 

2/ Formal service ticket creation 

To ensure there is a permanent record and an assigned agent for your case, please initiate a formal Service Request (SR): 

1. Visit account.microsoft.com/devices and sign in with your Microsoft account. 
2. Register your Surface device using the serial number if you have not already done so. 
3. Select Start Order or Contact Support specifically for this device. 
4. This will generate a Service Request Number, which is essential for tracking your case and ensuring a follow-up from our team. 

3/ Authorized in-person service 

If you require an immediate hands-on resolution or wish to discuss the return of your hardware and service package, visiting an Authorized Service Provider is the most effective route.  

I sincerely value your patience as we work to rectify this situation.

Thank you for your patience and understanding.

Answer 2

I am requesting someone to call me back to help resolve these issues especially since I have paid for a 4 year support package.