Forum Discussion
Issues with Support
Hi we have been a partner for years, but lately there has been some issues with our account we have a few support tickets and the tickets stay open with no activity, we also tried to get our partner manager to help, (we got a new one this Jan) and they could/did not do anything either, just wanted to check with the community if y'all had any advice on this and how we can get this escalated since some of the tickets do have some business impact to our day to day business
7 Replies
- justinroyal
Microsoft
Hi Igalfsg - I just sent you a direct message to get some more information.
Hi.
We’re experiencing the exact same situation on our side. It has been getting worse over time, but honestly in December and January it became almost impossible. Even customer support requests are just sitting open with no activity — in some cases they don’t even show an assigned technician at all. We’ve also tried going through our partner contacts, but it hasn’t really helped. At this point, we’re also not sure what else to do, so we’d be very interested if anyone in the community has found a way to get these cases properly escalated.
still haven't found and answer, tried escalating to their managers but that doesn't seem to help either, will keep you posted.
Hi Issues with Partner Support I think we may be able to help. Would you mind being descriptive on what is the issue, where you raised the support ticket ? Ideally if you got a Loom to share that'd be awesome. We've been geeking that thing for a while
- justinroyal
Hi ElDani - going through Partner Center support is the correct avenue here.
In addition, if you do not see a response in a suitable time frame I would recommend raising a second support ticket and reference the first ticket however....also be aware that when support responds it is critical you respond in 48 hours or less.
