Forum Discussion

Peter Longley's avatar
Peter Longley
Iron Contributor
Apr 19, 2017

Raising support requests

Not sure what is going on but with the admin centre now if you raise a service request I can only request that someone calls me.  Then aside from that I cannot raise a second request until that one h...
microsoft 365 admin center
Anne Michels's avatar
Anne Michels
Former Employee
Jul 26, 2017

Thanks a lot for your feedback, everybody. This is very insightful and I've shared it with our engineering team who is currently working on how to further improve the support experience in Office 365. Good news: a lot of the features mentioned by you are already on our roadmap. We're working on a broader blog post about the support experience to share with you what is coming. In addition, we'll of course also take a look at your suggestions that we don't have on the roadmap yet.

Pedro Innecco's avatar
Pedro Innecco
Brass Contributor
Jul 26, 2017

Anne Michels

 

I think the unanimous message here is: a decent support experience has been replaced by a poor one.

 

Most of these features that "are in the roadmap" existed in the previous support experience, and the fact that Microsoft removed these and claim that they are now "in the roadmap" (plus a roadmap that we have no visibility of) gives us very little confidence that Microsoft has our best interests (i.e. the interests of their paying customers) in mind.

  • Susie Wallace's avatar
    Susie Wallace
    Brass Contributor
    Jul 26, 2017

    I agree with Pedro, 'further improve the support process' isn't really what is going to happen. We had a decent support process, which Microsoft have destroyed with no consultation, and then some of this support process may be put back, but we're not sure what parts because the roadmap is not available.  I don't want you to 'share' what is coming in the future, I want Microsoft to provide a decent support process now. I'm endlessly frustrated with the incomplete, badly thought out and untested products that Microsoft toss out to paying customers and the support 'process' is just part of it.

    • Anne Michels's avatar
      Anne Michels
      Former Employee
      Jul 26, 2017

      Hi everybody,

      First of all apologies as my response wasn't very clear. I can see how my statement about new features did come across in the wrong way. So let me clarify: there are some customers who currently are experiencing a limited support functionality that might not allow them to see their support history or to open multiple tickets. We're working hard to bring that functionality back for everybody.

      We're working on additional support improvements and functionality that has not been available in the past - these are the improvements that I was referring to being on our roadmap.

      We acknowledge that we have not been communicating clearly enough about the changes coming to the support experience. We will improve our communication around this in the future - leveraging various channels including roadmap.office.com, the Message Center and the Office 365 blog here on the Technical Community.

      And thanks to all of you again to provide your feedback here. I've shared all of it with the respective engineering team and they'd like to thank you as well.

      Thanks,

      Anne

      • Pedro Innecco's avatar
        Pedro Innecco
        Brass Contributor
        Jul 27, 2017

        Hi Anne Michels

         

        Thank you for engaging with us on this issue.

         

        What I understood from your previous post is that some customers are experiencing a limited support experience. Speaking with some engineers I have been informed that Microsoft has the ability to enable these features on an individual basis (open multiple incidents, see history of incidents), and I have been snubbed before by support representatives when I asked to have these features enabled. The representative had the audacity to tell me that I our reasons to request this feature weren't good enough. I have witnessed fist fights taking place for less than this ;)

         

        If possible I would like to have that option enabled once and for all.

         

        Best Regards,

        P.