How can I escalate issues in Office 365?

optimystery650 

This is very scary. I have been working and depending on Microsoft support for 3 decades, help on SEV1 and 2 incidents, and always got a response within 20 mins, escalation within 30mins. With all said, depending and recieving break-fix solutions and reports from Microsoft helping companies with runbook solutions for technologies. Having an existing case, getting unheard of responses, and first experience of no knowledge base support of the technology offered by MSFT, then reading this post is absolutely scary. I am a Microsoft house, I support big IT/10,000 seat+ that are also Microsoft houses. To know this is the direction of support by Microsoft is not only shameful but also scary that is the direction of Microsoft and can lead or teach other dependent global application companies to go the same direction. My case number is 23650870, I haven't created a ticket in more than year, but for the first time I have doubts about being a Microsoft house now and future-tense. 

I need to add my case to this list: #21350853

After being promised a callback from a manager this morning, 40+ hours of my billable time and several tickets, I am in damage control mode with 2 of my clients. One of them because following a migration many of their email contents and attachment are missing (and each failed attempt at migration causes further disruption), and the other because I have had to put off starting their migration due to trying to fix this mess.

I never received a call from a manager as promised, but instead the ticket in question was simply closed with no comment.

My view on this is that engineers are just trying to sweep the issue under the carpet and hope it goes away. They are basically out of their depth, and unwilling to take responsibility for that.

I am amazed at how Microsoft can create such a culture.
The level 1 support is usually less than useful, because on frequent occasions I have been given not only advice that would waste my time, or fundamentally failed to grasp the requirement, context and utilise any kind of common sense; but often that advice would lead to disruptive results for my clients.

The fact that there is no proper system for having a manager step in to mediate expert advice is incredible. I can attest that the level of knowledge, expertise, and attitude of engineers varies massively.

More often than not I have been pointing out things to engineers that they would have missed, or discovering next steps that actually lead somewhere useful through my own research.

This is simply not good enough.

Russell, I need your help with this case and I wish to escalate:

Hi RussellRead ,

We are facing create file/copy file/move file issue with Power-Platform(MS-Flow).  I think it is a bug on Microsoft power-platform.

All troubleshooting steps were already performed but the support engineer handling this case and they are also waiting for another backend  engineer for respond from last 1 month.

They doesn't seem to understand the urgency of this issue.

Our Support request number: 120012121000227,

we'll appreciate if you could help us push this case to be escalated to backend team.

Thanks,

Santosh Kalange