Forum Discussion
How can I escalate issues in Office 365?
Hey Russell -- thanks for the quick reply on this and for you passing along the info to the team that owns this ticket. As you said, there's both good and bad here. It's the amount of time between communications that concerns me, often going 24 hours or more before we get replies. Is it not possible to have a working session with a member of the engineering team to get this resolved more quickly? We're talking about e-mail for an organization...they literally cannot survive without it working properly.
I am a software engineering manager at a top-200 Fortune 500 company, so I understand this process well. One 15-30 minute working session would ensure that the engineering team has everything they need to resolve this quickly, rather than back and forth for days at a time. As it stands, we're at over two weeks. Considering the importance of e-mail in the workplace, I'd hope for a higher priority when it's not working properly.
Thanks!
Microsoft
Hi Brian,
Yes, it's always possible to have a working session to troubleshoot with our support folks. I understand that we called you yesterday to discuss and provide some additional steps for you to work through. I hope this helps to get you back up-and-running.
If you need further support or guidance, just let the support ambassador know that you'd prefer to discuss via the phone, and they will call you.
-thanks, Russell.