Forum Discussion
Quality of Office 365 support is sinking..
I don't mean to sound like an old man but with over 25 years of IT experience I have seen this scenario play out over and over. It used to be when a smaller company gets bought by a bigger one, I am looking at your Network Solutions, the support was responsive with the little guy then it goes South with the bigger company. It happened again when Cisco bought a company called IronPort good luck getting proper support with Cisco now, it is a black abyss. We have not migrated to O365 yet, we are one of the last hold outs, but our time is coming, and I know two things are certain, their prices will only increase and their level of support will only decrease. No one cares more about your systems (servers, apps, etc.) than you do, keep them on prem as long as you can.
Microsoft
There are many reasons why the support experience varies between small and large companies, but that doesn't mean to say that support from large companies should be expected to be bad.
This particular thread predominantly attracts those who've got stuck in the system and need help, but we help thousands of customers every day and aim to respond very quickly with the intent of solving that problem on the first contact.
We don't always get this right and some problems are unfortunately more tricky to solve than others. There are lots of folks at Microsoft working in the background who are passionate about making significant improvements to our support experience and I believe the support experience you'll receive from Microsoft will only continue to improve.
Keeping services on prem is currently absolutely the right decision for some people, but for many others moving to online brings significant benefits. Don't worry, I'm not here trying to sell :)
oh Sir Russell how I wish you were a fly on the wall during my last two Microsoft "Technical" Support case calls, and I use the term "technical" loosely, lol, ha ha
I would just love to keep the "Engineers" attention on our call for 2 minutes, seems like they have a dozen Chat windows open and keep regurgitating the same standard rubber stamped replies, example:
Me: Hi, I would like to know how to enable Rights Management on my O365 portal?
Respnse: Hello I am so and so and I am dedicated to helping you and only you, I will solve all of your problems, what issue are you calling about?
Me: um... read my first statement
and round and round it goes