Share via

Microsoft support is terrible

Joanne Rusafova 0 Reputation points
2026-02-11T13:22:53.3533333+00:00

We have been suffering for the last year with lack of follow up when placing Microsoft tickets. We are a mid-sized company but only log circa 1-3 tickets per month as we are quite self-sufficient. Average ticket duration is over two months! We are constantly told to upgrade our support agreement at significant cost but with the low volume of tickets we log, there is negative ROI in this. We have not changed our contract for years and the support used to be a lot better. Where has the professional integrity gone? No follow up despite multiple requests from your customers, no context to investigations (just 'thank you for your patience we are investigating) - extremely disappointing, discourages us from investing in more products but rather look for alternative vendors. Oh and, the push from Microsoft to upgrade to new Outlook with all its flaws - Awful!

Microsoft 365 and Office | Subscription, account, billing | For business | Other
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Daniel-Vo 4,110 Reputation points Microsoft External Staff Moderator
    2026-02-11T14:21:30.2766667+00:00

    Hi Joanne Rusafova,

    Thank you for posting your question on the Microsoft Q&A forum.

    I sincerely empathies with you as an end user and fully understand how discouraging this experience must be when support experiences do not meet expectations, especially when you rely on timely and transparent communication to keep your business running smoothly. Your feedback regarding case follow-up, communication quality, and overall support experience is completely valid, and I appreciate you taking the time to share it with us.

    Regarding the new Outlook experience, as this product is still actively being developed and improved, you may encounter limitations or unexpected behavior at times. If the new Outlook does not currently meet your business needs, you may continue using Outlook (Classic), which remains fully supported and available.

    Microsoft places a high value on customer feedback, as it directly influences future improvements. We strongly encourage you to share your suggestions and concerns through the Microsoft Feedback Portal. This is the best way to let the team know your needs and help improve our products and services.

    I hope this information helps. If you have any additional questions, please feel free to let me know.

    If you need further clarification, please click Comment.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.