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DanielHuberICX's avatar
DanielHuberICX
Copper Contributor
Apr 21, 2018

Quality of Office 365 support is sinking..

Just wonder how you perceive this. I post this here since I have not found a better place to do so. If I discuss this with a support person, all I get is an apology and that they cannot change it... ...
office 365
null null's avatar
null null
Copper Contributor
May 02, 2018

I have had a Dynamics 365 call raised since the 18/04/2018.  Which is till waiting for an engineer to be assigned.  I have tried raising another call for this call but I am informed they cannot help and to ring the Platform Support Team, they are unable to help because an engineer has not been assigned in the Dynamics CRM team.  I keep being reassured that emails are being sent and they are taking personal responsibility to ensure it is actioned - but nothing is heard.  I have spent HOURS! on phone calls just trying to get an issue resolved which has been caused by Microsoft.

  • RussellRead's avatar
    RussellRead
    Icon for Microsoft rankMicrosoft
    May 02, 2018

    Hi Andrew,

     

    Sorry to hear that. If you want to send me the ticket number, we can take a look to find out what's going on.

     

    -thanks, Russell.

    • DanielHuberICX's avatar
      DanielHuberICX
      Copper Contributor
      May 02, 2018

      Hello RussellRead,

      I have three generic questions you might or might not be able to answer.

      (btw, I really appreciate very much you taking the time to try to help us here, even if this is not your main responsibility, as I think I have understood on your comments).

       

      Question 1:

      I am logged into the Office 365 partner console and see all our tenants. I can open service requests for each tenant. But I do not see anywhere the possibility to see all open tickets across all tenants in one place or view. Should that be or is that not possible at all?

      IMHO, it should be possible for MPN partners taking care of several tenants to see all tickets of all tenants (possibly of all users in those tenants having opened a ticket) in one place. Hopefully with some history as well.

       

      Question 2: 

      When I log into a specific tenant with the same login I used to open tickets, I cannot see old tickets at all. What I see is only the tickets that are currently open. Should I not be able to see all open and closed tickets for at least a couple of months back?

       

      Question 3:

      If I, as an Office 365 user, or as an Office 365 MPN partner looking after several tenants, have an issue with the quality of support in general (not related to one specific ticket, but really overall), is there an official way to reach someone responsible for the support process to discuss the issues with?

      Explanation: When I address the engineers working on tickets, I do not talk to the right level. Those engineers are interested to fix the Office 365 issue and not the Office 365 overall support process. Talking with their manager won't do either. 

      Having this discussion here in this forum is a nice refreshment, but at the end I do not get a satisfying answer. 

       

      Thanks

       

      Daniel

       

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