Forum Discussion

Mark Weusten's avatar
Mark Weusten
Copper Contributor
Nov 09, 2017

How can I escalate issues in Office 365?

I have had a support case running with 365 for a couple of weeks. They close the ticket over the New Zealand weekend because of time differences, I reopen it and then have to provide the same informa...
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RussellRead's avatar
RussellRead
Icon for Microsoft rankMicrosoft
Nov 13, 2017

Thanks TonyRedmond. You can @mention me RussellRead if you have any feedback on our Office 365 support experience and I'd be happy to chat.

 

Mark Weusten - I can take a look at the support ticket to find out what happened. Typically, I wouldn't expect our support teams to close a ticket due to time zone alone, but maybe we'll find that they were unsuccessful in contacting you for some reason. If you can send me the ticket number, I'll take a look to see what happened. I appreciate that this doesn't solve your immediate problem, but if we've got an opportunity to improve, I can get the feedback to the right team.

 

If you prefer to send your ticket number or continue the conversation privately, you can contact me via e-mail russell.read(@)microsoft.com.

Mahmoud Saeed El-Gamal's avatar
Mahmoud Saeed El-Gamal
Copper Contributor
Mar 12, 2018

also here i have a ticket on office 365 support [Ticket #:7438463] and it is taking much time, and i have a communication problem with the one have the case even i have asked and attached emails running between me and here there is nothing happening, even i asked to forward the case to higher level of support but no action, please if you could help me.  

  • Tom35's avatar
    Tom35
    Copper Contributor
    Mar 09, 2019

    I sympathise I have spent the last two days trying to get meaningful support, #13416112. It's a story of emails not responded to. Promised calls never returned and now telephone support closed for the weekend. I am the end of my tether. What can I do?

     

  • RussellRead's avatar
    RussellRead
    Icon for Microsoft rankMicrosoft
    Mar 12, 2018

    Hi Mahmoud Saeed El-Gamal,

     

    Thank you for flagging this and sorry that we haven't been able to deliver a great support experience for you to-date.

     

    I've reviewed the ticket and your e-mail communications and can understand why you are frustrated.

     

    I've shared your experience with the manager of this team and asked that we get you the support you need. Hopefully we should get you back up-and-running soon.

     

    Let me know if I can do anything else to help.

     

    -thanks, Russell.

    • Ken Ip's avatar
      Ken Ip
      Copper Contributor
      Mar 14, 2018

      Hi There,

       

      I am so glad finding this community. Hope Russell can help.

      I am migrating one of my customers to Office 365 three days ago, everything working fine until yesterday at 9:30am (3/13/2018). All outgoing emails are not working, (Remote Server returned '550 5.7.705 Access denied, tenant has exceeded threshold.), incoming is okay. I've worked with two MS support engineers with this Ticket #7608791, but no luck. 

      My concern is that the system take up to 24 hours for each update/diagnostic the MS engineer did. The outgoing email has been stopped for almost 48 hours, Is there a way to escalate this issue?

       

      Best Regards,
      Kenneth

       

      • Ken Ip's avatar
        Ken Ip
        Copper Contributor
        Mar 15, 2018
        Another day we have no outgoing email. MS said someone will call me back shortly but I have been waited for 10 hours.