Forum Discussion
Why is the Microsoft partner support so pathetic.
We have been raising support requests through Partner Center, but the resolutions we receive from the support team are often just links to publicly available documentation that we can already access ourselves. If we were able to fully understand and resolve the issue through those articles, there would be no need to contact support in the first place. It seems the third-party support team does not fully understand the concern being raised, and the responses are usually generic line items with documentation links, which is not acceptable. How do we get beyond these front line partner support team and connect with actual partner teams from Microsoft to get the issues resolved.
I’m not sure if other partners are also facing similar experiences with Partner Support, unresolved issues, or inadequate responses.
vinayka thank you for your feedback, I will be forwarding this to the team.
Just to set expectations, I can share the feedback with them, but that doesn't necessarily mean they will act on it. All we can do is share so they are aware.
Thank you and thank you for being part of the community! - jill
2 Replies
Vinayka, stop responding to their links. Copy and paste this into your next ticket reply—it’s designed to force them to escalate:
'The provided documentation is irrelevant to the current state of my account. I am requesting that this ticket be escalated to a Lead Support Engineer for a Backend Provisioning Review. The portal UI is incorrectly asserting requirements before the enrollment step is complete, indicating a Portal Logic Error rather than a user-error that can be resolved by standard documentation.'
If they don't respond to that within 24 hours, stop using the standard support queue and find the 'Partner Concierge' in your Partner Center dashboard. They are the only ones who can actually see the backend logic that is holding your account hostage.
- JillArmourMicrosoft
Community Manager
vinayka thank you for your feedback, I will be forwarding this to the team.
Just to set expectations, I can share the feedback with them, but that doesn't necessarily mean they will act on it. All we can do is share so they are aware.
Thank you and thank you for being part of the community! - jill
