Forum Discussion
Quality of Office 365 support is sinking..
Russell
It has probably been a couple of months but my experiences with Microsoft O365 support have been better than expected both for timeliness and quality of support. Others in my company have not been as fortunate but I think that is the nature of the support process - much depends on who you get.
You refer to investments in improving the support experience. However, yesterday I was told by a partner that "MS is transitioning away from handling any type of support altogether, and pushing this responsibility on to the partners." and that I should be transitioning to them for support.
I got the impression that they were getting this from Microsoft and that it was more than just an effort to sell more services. However, it doesn't quite match with your comments about an initiative to improve support. Or is the direction that only partners will have access to "good" support and user companies are to make support arrangements with a partner? Any comment?
Hello John Twohig,
Just some idle thoughs...
Would be interesting what Microsoft refers to when they say "partners".
My assumption is that they refer to their outsourcing partners for support. Today, at least level 1 is not delivered by Microsoft. I usually ask them for whom they work and the engineers are very hesitant to admit that they work for someone else than Microsoft. There is nothing wrong with that. Outsourcing is a cost reduction measure. But it also gives away the ability to measure directly the pulse of the customers. And it's a strategy which can go wron terribly, if the outsourcing partners are selected by $$ only and quality is not measured correctly.
"partners" cannot be the partners in the Microsoft Partner Network (I am such a partner). We clearly need support and cannot do all by ourselves.
Daniel