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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...
office 365
sharepoint
ankit_ON's avatar
ankit_ON
Copper Contributor
Jan 28, 2022
Hi, I have opened the ticket with MS Ticket # 28734669 on 7/12/21 and still have not gotten the support.
They Just simply replay, We are working on your request.
I am really disappointed with the support from MS.
RussellRead's avatar
RussellRead
Icon for Microsoft rankMicrosoft
Feb 03, 2022

ankit_ON 

 

Thanks for your note. Since you submitted the ticket in December, it looks like there has been a lot of activity and communication - both between you and support, and the support team and other internal teams.

 

Sorry that it's taking a long time to resolve this. In this case, the support team are dependent on some other internal teams to investigate and resolve the issue. I appreciate this must be very frustrating for you.

 

I followed-up with one of the team leads and they've already started discussions to review how the internal processes work in situations like this so that we can reduce the time it takes to make things right for our customers. I know that this is of little comfort to you in this instance, but hopefully somewhat reassuring that we are working to improve in the future.

 

While I can't do anything to get you a speedier resolution to your ticket, there are people working on this. And they will get things fixed as soon as they can. Thank you for being so patient.

 

-Russell.

  • lskw_ol's avatar
    lskw_ol
    Copper Contributor
    Mar 24, 2022

    hi, RussellRead 

     

    I have an issue with sharing Microsoft 365 subscription and have contacted Microsoft Support numerous times. Every time, I was promised a call back or email reply, but it never realized, even when I replied to the case email. I am very frustrated and disappointed by Microsoft Support.

     

    I wonder if you can help me with my case numbers:
    1035987151
    1036171344
    1036678575
    1036819755

    They are all the same problem, just that every time I followed up, I had to explain the problem again and thus a new case #. I suggest you to look into the last one: 1036819755

     

    Also, what is the best way to escalate/follow up?

     

    Thank you in advance.

     

    -LSKW

     

     

     

    • RussellRead's avatar
      RussellRead
      Icon for Microsoft rankMicrosoft
      Mar 24, 2022

      lskw_ol 

       

      I can't directly help with this question. My guess is that you need help sharing a Microsoft 365 Family/Personal subscription. I don't have access to those tickets and don't work directly with the teams providing that support, therefore I can't access any further information.

       

      I'll open an internal escalation and will provide them with the information you've shared here. I'd then expect somebody who can help to get in contact and follow-up with you.

       

      -thanks, Russell.

      • sugato1's avatar
        sugato1
        Copper Contributor
        Mar 22, 2023
        Hi Russell:
        I have an identical issue as lskw_ol. I am in India.
        Have been frantically trying to seek support for my Office 365 (now Microsoft 365). Several support cases for phone support have been opened. But not once I received the promised call back. Some of the recent case IDs are:
        Case #:1051090918
        Case #:1050955202
        Case #:1051361022
        I understand that you would not have access to these tickets. But could you please escalate this suitably so that I can get the support I desperately require.
        Thanks,
        Sugato

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