Never received a promised callback

Question

Case 7100272618 time on phone with rep 1.5 hours

Since the uninstall of 2 MS 365 (-en and -fr) and the reinstallation of MS 365 took so long, the rep asked to end the session and that he would call back to verify if all was working - it was not. When I checked the status of the case, it had been set to resolved and no call back was forthcoming.

Case 7100283674 to state that original case was not resolved. Although the call back occurred in short order, the call abruptly ended after the initial 5 second hold with muzak. To my dismay, this new request had also been flagged as resolved.

Case 7100284918 to state that previous 2 cases were not resolved. I got a call back in a reasonable timeframe, but I had to endure the hold muzak for 3 hours before I gave up and hung up.

I saw no other way to initiate a dialogue than to open requests. There must be a better way to allow for follow-up on unresolved requests.

Screenshot 2026-03-27 193437.png

Thanks