How to escalate ticket for assistance?

Question

We manage an enterprise account for a client. It has now been 39 days since we opened a ticket regarding billing. We have yet to get someone on the phone. Every time the support agent calls he hangs up after 2 rings. If I happen to answer before he hangs up, he hangs up on me and doesn't attempt to call back. All email correspondence is only responded to after 24 hours and is clearly boiler-plate that ignores my requests and questions. The one time I had him on the phone we scheduled a time for a call back the next day (I was in a meeting). The time came and went. No call.

I need to get someone on the phone.

I need this ticket to be escalated.

I have no other recourse at this point other than to post on Microsoft Q&A... that seems ridiculous to me.

Answer 1

Dear @Ryan,

Thank you for reaching out to the Microsoft Q&A forum. I’m happy to assist you.

I sincerely apologize for any inconvenience this situation has caused you.

Could you please share the support ticket ID so I can help review the current status and leave a note for the support agent who is assigned to your case? For security reasons, please send the ticket ID via private message to ensure your personal information is protected.

1. Here's how you can access your private messages:
2. Go to a question you asked that has a private message.
3. Open private messages modal – by clicking link in blue banner or private messages button.
4. Private messages modal opens
5. Enter reply into rich-text editor.
6. Click "Send" button

In the meantime, you may also include a request in your ticket to schedule a Microsoft Teams meeting with the support agent. Please be sure to specify your preferred date and time. The agent should respond accordingly and arrange the meeting with you. Providing these details will enable me to offer the most accurate next steps and, if necessary, route your request to the appropriate team for further assistance. Looking forward to your response so we can assist you further!