Forum Discussion
Mark Weusten
Nov 09, 2017Copper Contributor
How can I escalate issues in Office 365?
I have had a support case running with 365 for a couple of weeks. They close the ticket over the New Zealand weekend because of time differences, I reopen it and then have to provide the same information again. My question is, how can I escalate poor service?
Cheers
Mark
- egursCopper Contributor
RussellReadI know it is extremely poor form to post unrelated questions on someone else's thread, but... Any way you can nudge a Microsoft 365 support ticket for me? I submitted the ticket over 3 days ago and it is still stuck at "Service Request Opened". Today I submitted an additional ticket asking for escalation, and that one is stuck in the same place. Ticket numbers are 2401190040012385 and 2401220040009816. Any help appreciated.
- Jassi_SinghCopper ContributorRussellRead Kindly help us getting this ticket escalated as technical support engineer named Francis is unable to provide us the resolution, not even escalating and has stopped responding to our emails. Even if he responds that's almost once or twice in a month. We don't expect this kind of support service from Microsoft even when we are Partners with Microsoft. Here is the Case #:35589669 and its open since last 2 months.
- CCI_ITCopper ContributorI cannot believe this! They have taken out all Phone support! MS keeps pushing their security products but cannot get any one to help in M365 breach!! Hacking attempt - Need to review all applications that have access to domain (#35708670)
Open
Created by IT Admin 3/27/2023 at 05:42 PM Hacking attempt - Need to review all applications that have access to domain Service request opened Service request opened 3/27/2023, 5:42:55 PM A support agent is being assigned to your request. Notes 3/28/2023 11:44 AM What the hell is going on? A Security breach should be responded to immediately 3/28/2023 03:39 PM Need to speak to a manager ASAP!!!!!
NO ONE ASSIGNED yet and I AM a MS partner!!!!- Martin50Copper Contributor
Hi Russell,
I've had a case with Microsoft for almost 2 months now and recently the support person has recently been taking a week to respond to me with any updates no matter how often I chase him for updates.
The last email I received was on the 24th of April and I have not heard anything back since then even emailing him every day asking for an update and including his Technical Lead in the emails.
I tried to log a new case for the same issue in the hope of a faster response time but the new case also didn't get any response for 6 full days.
To Microsoft, it may not seem like a big deal thus they are giving the case a low priority but to my customer, it's really affecting their business.
Any chance you can help light a fire under someone for me?
- TomWCPUCopper ContributorSupport from Microsoft has been more worthless over the years and its disgraceful. we jeaporize our clients to use their many platforms with confidence only to be face with support that can not speak clearly nor handle technical issues from even a tier1 level. I tried Google apps but is not compatible with clients needs.
- RussellRead
Microsoft
Hi TomWCPU,
Sorry to hear that this is your experience with Microsoft. If you've got some more examples of poor support experience with our M365 support teams, I'd be happy to take a look and share your feedback with the teams.
We speak with thousands of customers across the globe every day, and the majority of our customers tell us that we delivered a great support experience. We know that there are times when things don't go to plan, and we learn from those experiences to improve for the next time.
If you - or any customer - is unhappy with the progress on an active support ticket, let the support person you are working with know and let them know your expectations to get things back on-track. Where possible, the support team will do what they can to help. It's in their interest to resolve issues quickly and leave customers satisfied - because these are some of the key measures we use to track the health of the business.
-thanks, Russell.
- null nullCopper Contributor
Hello,
I just setup a client with a new Office365 and I am running into problems with inbound email bouncing.
The issue seems to be two problems.
First email are bouncing due to:
"Host or domain name not found. Name service error
for name=XXXXXX.mail.protection.outlook.com type=AAAA: Host not
found"
Upon further investigation it looks like XXXXXX.mail.protection.outlook.com DNS is not always resolving.
I tested this with MxToolbox.
Another bounce I'm receiving is 550 5.7.64 Relay Access Denied ATTR36.
Per Microsoft I should should only be getting this if I have connectors configured which I don't.
I have been on the phone with support for hours and so far no luck.
First I was told by support that there is an outage.
Upon looking at the health page the outage was with voicemail not email.
Then I was bounced around between a few technicians until I found one that was able to understand what I was telling them.
He confirmed that he sees the issue (the email he sent me bounced back with the "550 5.7.64 Relay Access Denied ATTR36") and will call me back but so far nothing.Ticket# 11057754.
Any assistance would be appreciated.
Thank you,
Avrom- Miro ZgavcCopper Contributor
We are also experiencing email issues #11068933.
After switching our email suffix to our newer re branded one, a good majority of our email is being marked as spam even before it leaves our exchange server by being forced through the HRDP. Email server instances are showing up on SORBS blacklists, and I have received numerous bounce backs from remote servers rejecting our email outright for being spam.
We are on week 3 of the issue and I feel no sense of urgency from the Microsoft team in resolving the issue. I have played phone tag with them almost each day, and any time I return the call, I'm left waiting for them to call me back. For example the call this afternoon came in at 12:18, and I returned the call at 12:59. Literally if I get up from my desk and get a coffee and miss the call. I am pretty much unable to contact support for the rest of the day. Absolutely silly at this point.
- ERIC WELLERCopper Contributor
RussellRead I'm glad you're interested in and following this and similar threads in the community. I hope that beyond just servicing your interest you're able to share information up the line which will make positive change in the Office 365 experience for everyone.
I know this isn't an escalation forum, but I'm going to start by inviting you to review my issue anyway. Those are #7825985, #7644160, and #30126-6412441 (an older system I guess?). In particularly I'll draw your attention to #7825985 and my response on 3 May 2018 at 15:41 PDT, to which I haven't had a response and don't believe I'll be receiving one. I'm very glad if you can goose anybody on that topic.
To the more general topic: I think it's a given that Microsoft perceives little benefit, even cost savings, in providing poor service at any level, and in particular for a product that is key to their strategic plans like Office 365. The only reason it should happen then, is because of a failure of perception, or a failure of intervention. Here, then, for however much it helps, is a bullet point of things I think about my O365 Support interactions in the 8 months since we migrated to O365:
- I don't think that it matters at all whether support is provided by senior VPs, 3rd party contractors in Bangladesh, or the self-aware copy of Windows 2020 running the call-center on your secret moon base. Quality is about solving, mitigating, or at least acknowledging and documenting.
- I don't think that support technicians at any level should be allowed to close a ticket EVER without express written consent of the customer, or an override by a highly placed manager (or the moon-computer).
- It is the height of folly to believe that the same resources which try to answer a question asked by, say, my mom, are in a position to respond to any question that I could conceivably call to ask. One of the most important tasks for support is to as quickly as possible figure if it's me or my mom on the phone and to put us together with the right team.
- My mom is way more tech savvy than she'd have you believe though.
- Stubbornly soldiering on in the face of dissonance brings rapidly diminishing returns. It doesn't matter if it's because of a communication barrier, or supporting the wrong cricket team. Escalate or at least reassign as soon as you see it.
- Talking on the telephone is nice and immediate but I hate phones. Bring back the "E-mail me" button, please.
- E-mail is self-documenting. For phone calls you have to rely on the technician's accuracy in reporting. When they say I'm too stupid to understand the answer they gave me, it's entirely subjective when recording the details of a phone conversation. If we're working over e-mail the evidence is right there in print.
Hi Mark,
The best way to escalate is if you have Premier Support or through a Partner that have Premier.
If you do not have it, Phone to them and explain that situation.
If you can provide the case numbers, I am sure that Anne Michels would be interested to understand why agents close cases when they are not resolved.
- Jeff WestCopper Contributor
How about when they just leave the ticket open for days? I find it very difficult to accept some of the answers that level one provides. They clearly do not grasp complex issues. Very, very frustrating. If I get a link to user voice one more time I might explode.
Just ask the agent to escalate, if he gives you grief demand to speak with manager.
- C_the_SBronze Contributor
I've probably had a couple dozen tickets over the years, but there was one that I finally got frustrated and demanded to speak to the supervisor. It did get a little better action on their end and actually eventually ended up with a different tech that eventually led to a solution.
Not saying you'll have the same experience.
- server-2013Copper Contributorhelp to supports, thanks
- jbeckusCopper ContributorRussellRead Sorry I am out of other options and trying to get [Case #:32842397] Sync issues with Sharepoint/OneDrive resolved. We have been trying to get this resolved for months. They are missing there appointments and refusing to escalate the issue. They keep having us uninstall and reinstall over and over and send them the logs. But they never do anything with them and ghost us. We call over and over again and then finally some one calls back and we have to start over.