Forum Discussion
How can I escalate issues in Office 365?
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.
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.
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.
- RussellRead
Microsoft
Thanks TonyRedmond. You can @mention me RussellRead if you have any feedback on our Office 365 support experience and I'd be happy to chat.
Mark Weusten - I can take a look at the support ticket to find out what happened. Typically, I wouldn't expect our support teams to close a ticket due to time zone alone, but maybe we'll find that they were unsuccessful in contacting you for some reason. If you can send me the ticket number, I'll take a look to see what happened. I appreciate that this doesn't solve your immediate problem, but if we've got an opportunity to improve, I can get the feedback to the right team.
If you prefer to send your ticket number or continue the conversation privately, you can contact me via e-mail russell.read(@)microsoft.com.
- RussellRead Can you help me too? We have been trying to migrate emails for three weeks now and it isn't working and I have been asking to escalate for a couple of weeks. I can't actually email you because my emails don't work! Help!!!!!!!!!!!!!! Case #:33436724
- Hi, I have opened the ticket with MS Ticket # 28734669 on 7/12/21 and still have not gotten the support.
They Just simply replay, We are working on your request.
I am really disappointed with the support from MS.- RussellRead
Thanks for your note. Since you submitted the ticket in December, it looks like there has been a lot of activity and communication - both between you and support, and the support team and other internal teams.
Sorry that it's taking a long time to resolve this. In this case, the support team are dependent on some other internal teams to investigate and resolve the issue. I appreciate this must be very frustrating for you.
I followed-up with one of the team leads and they've already started discussions to review how the internal processes work in situations like this so that we can reduce the time it takes to make things right for our customers. I know that this is of little comfort to you in this instance, but hopefully somewhat reassuring that we are working to improve in the future.
While I can't do anything to get you a speedier resolution to your ticket, there are people working on this. And they will get things fixed as soon as they can. Thank you for being so patient.
-Russell.
RussellRead, Hi, I opened a supported ticket [Case #:26080129] for mailbox move failed from on-prem to O365 but its morethan 24 hours didn't get any response from O365 support. Could you please assist
