Forum Discussion
Quality of Office 365 support is sinking..
- RussellRead
Microsoft
Thanks for the feedback. If you've specifically requested communication via e-mail, the support teams shouldn't be calling unless there's a good reason to attempt a call. And certainly the teams don't intentionally call after hours, we'd much rather speak with you to help you resolve the ticket.
In future, if this happens, please do add a note to the ticket to re-iterate that you don't require a phone call and that you want communication to occur via e-mail. You can also use the feedback opportunity after the ticket is closed to feedback on your experience.
If it's persistent, let me know the ticket numbers where it's happening and I can help to feedback to the teams too.
Which reminds me of another little .. hmm.. annoyance?
It happens that I work on an issue until late night. Then I decide to open a support ticket because I'm stuck.
I am in CET time zone. When I open a ticket at 10pm, it obviously will be routed to the team that is active at that time (covering the US timezones for example). I know that I am not called back in the night, but I still add a remark in the text of the ticket that I am in the CET timezone and I wish to be contacted during the CET business times.
Yet, if someone contacts me, they try still in the middle of (my) night.
Based on this discussion here, I would assume that there are different support partners covering different timezones around the world. And apparently they are not able (or do not know how?) to transfer a ticket to another support team that is covering the customers (my) timezone...
Daniel
- RussellRead
Thanks for the feedback. Generally speaking, the support team who receive your support ticket are going to take the opportunity to resolve as fast as they can - this is probably why they try to contact you.
If you've explicitly asked to be contacted between a certain window, that should be honoured where possible. If you are routinely contacted outside of your normal availability/working hours, just let the support team know which times/days work for you and they should assign the ticket to somebody who's on-shift at that time.
We do have many teams and they are spread geographically, however, we do have sites that operate 24x7 too. If you submit a ticket at 10pm CET, you will route to one of our 24x7 global English teams. These teams know how to transfer tickets so there shouldn't be a problem in getting somebody to support you during your business hours.
If you don't have success after asking the support team to assign your ticket to somebody who can speak with you at a time suitable for you, use the opportunity to provide feedback when the ticket is closed. If it's persistent, let me know the ticket numbers and I can also get that feedback to the teams.
