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KK23
Copper Contributor
Feb 04, 2025

Support cases requiring further escalation

I have currently got a couple of Sales Support cases open with Microsoft regarding the billing of the Microsoft 365 subscription.  It's been more than 2 months since this has been going on and I have not been happy with the resolution despite escalating this a number of times.  It seems there's now no further routes for escalation which doesn't seem quite right. (Note: this is related to my personal subscription). Are you able to let me know what steps I can take to speak to someone regarding this issue?  Is there a person I can contact via email/phone within the Sales team?

 

In summary, the gist of the case is as follows:
Back in October 2024, I attempted to purchase a Microsoft 365 subscription at the Workplace Discount price of $97.30 but needed my husband's account disassociated from Microsoft and instead apply the discount to my own personal account.  There was a delay in this work being done by the Microsoft team and the subscription price increased to $125.30 on November 1. A support representative initially assured me that the $97.30 price would be honored, but other reps later claimed it was not possible. Despite multiple escalations, I have been told no further action can be taken. Some reps have been quite rude and even hung up on me. I have opened several cases related to this issue and was promised callbacks, but there were no updates for two months, forcing me to follow up after returning from overseas. While the difference in price is not much, I am just annoyed and frustrated with the lack of customer service and how the whole issue has been handled.

 

Currently, I have been waiting for a call from a manager since 27/01/25 but still there has been no revert. Very disappointed that common courtesy and customer service is not being given.

 

Would be grateful to know how to deal with this issue.

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