Forum Discussion
Quality of Office 365 support is sinking..
In my experience, it depends a lot on the engineer handling the ticket. Some support engineers are skilled and good. Some are new bees and if I get a feeling that they dont undersand the ticket, I have to push to escalate the ticket.
Lots of good feedback here, and I can definitely agree with some of the key points. In particular when the new support experience was introduced I expressed my concerns about the "30 mins callback" promise, as well as the negatives of turning this into a "call center" experience - having limited option to categorize the issue and relying on someone on the other end to follow up with some basic Q&A before support even acknowledges the issue.
With all the money Microsoft is making now from O365, I would definitely love to see a trend of bringing more support in-house, limiting the number of vendors, or at least sticking to vendors that offer qualified people, not just the lowest cost.
Unfortunately most of the people directly responsible for the support experience are not on these boards afaik, so tagging few others instead. Anne Michels RussellRead, can you please forward this to the appropriate teams/people?