Raising support requests

Hi Teemu,

thanks a lot for your feedback. Our goal is to provide all customers with a fast and efficient support experience and we apologize that we didn't meet your expectations. Your feedback is highly valuable as we continue to evolve the Office 365 support experience. We're currently working on bringing the ability back to add attachments like screenshots. We're also looking into ways how to enable you to provide more information about the issue up front to allow you to kick start the conversation with the support engineer. We'll share more information shortly.

Thanks,

Anne

Just opened new Support Case from Admin Portal using the 'new support experience' and I have to say it is the worst I've seen for awhile.

I have no way to select which O365 product my issue is related. This was possible with the previous support experience. I cannot add screen shots. I don't wan't or I might not have time to log the issue on phone. Now I can write some random text to text box and then wait for support engineer to contact with email and asking 5-10 general questions like:

1. Can you please tell me a little more about the case?
2. Who is the username (sign in account) that is affected?
3. Did you try from another pc and also another network?
4. Do you get an error message, if yes please add a screenshot.
5. Since when are you experiencing this issue?

Here is my general response to those questions:

1. I would like to tell ALL and EVERYTHING I know of the issue on the same time I open the ticket.

2. Usually we have multiple users who are experiencing the issue before we open support case with MS support.

3. Yes, we troubleshoot, test and try with other browsers, PC's and user accounts before we open support case with MS support.

4. I could add my screen shots already to initila support request.

5. This also could be logged during the initial opening of the support case.

Oh they are investigting are they? This must be such a hard case to crack!

Pretty simple. Whoever designed this new 'support experience' should be fired, and the previous support experience should be reverted back. Microsoft DO have the ability to provide the previous support experience to individual customers, as I was told -- they are just REFUSING to do this because, as I was also told (at least in my case), I don't have a good reason to request it.

Thanks everybody for your continuous feedback on the support experience. We take your feedback very seriously and we're actively working on bringing functionality like history view and multi-ticket creation back to all customers. We apologize for this taking so long!

I totally agree and I made that clear to them on the call, they are investigating how this happened and how they can improve things, I explained that way back when it was known as BPOS it was better than it is now and totally unworkable currently.

Shame it is taking so long, I was the one that started this thread but good to know they are starting to listen to us even if we are yet to see many\any changes.

Thanks PEter.

Unfortunatelly this has been going on for months now and I have also heard the same sort of promises from my end.

What I simply cannot accept is that we had all of the requested features. Microsoft took these away from us and now are promising them 'in due course'. These should have NEVER been removed from the start.