Forum Discussion
How can I escalate issues in Office 365?
MicrosoftHi David,
Thanks again for taking the time to provide such detailed feedback - especially the feedback you've provided throughout your interactions with our support teams and in the closing survey.
I read through all of your feedback on Friday and I'll follow-up with you in e-mail to get you connected with one of my colleagues who owns the escalation processes for the teams you worked with.
-thanks, Russell.
Hi Russell,
To be honest I usually receive kind of good support from MS, sometimes it is better, sometimes it is not, depending on which tech or team I end up... but the last time I needed to contact you guys, I received such a piece of cr^@ support that I need to escalate the issue.
Ticket #11667546
I was having problems with one account not properly syncing between the DC and O365. All the rest were working fine, but I was completely unable to make that account sync. I contacted support, they called me around 15 minutes later, so far so good.
I explained the issue to the tech, worked a little bit with him and he requested me to stop the sync between the DC and O365, I was reluctant to do so, because in the past I had issues of duplication when reactivating it, but he assured me that nothing was going to happen.
I did as instructed, made the changes.
Reactivated the sync.
Nothing worked at all, duplicated issues, no sync, etc.
He told me to stop and reactivate the sync. It did not work, because there is a "cooldown" time in which MS does not allow you to. He told me that he had done it multiple times, even insisting that I made a mistake in PS accepting the request with a "y" instead of "Y" (yep, capitalization is everything).
Of course it did not work and we ended up looking around (both of us) solutions in google.
It took me around 1 hour to find a solution and 3 extra hours to apply it, as I had to manually modify every immutableID, convert it, etc of every single user.
I requested an escalation of the issue but none was provided.
In the end, it took me 5 hours to solve the issue (during a weekend).
To be honest, I felt like he broke everything and it was up to me to fix his mess.
First time it happens, but then not even a survey arrived. I lost money, time and I am pissed off. I just wanted to make sure this does not happen to anyone else (at least from this tech)
Hi Russell,
Thanks for the follow up. I usually do not have problems solving issues that support is not able to, or waiting for a T2/T3 tech; this particular case I wanted an escalation because basically they broke what I had already working!
Thanks anyway for taking care of this.
Alan- RussellRead
Thank you for taking the time to send us feedback. I'm sorry that our support fell short of your expectations. I know how frustrating it is when you call for support and ultimately end up resolving the problem yourself.
I have reviewed the case notes but I can't see the full detail of your discussions - I suspect because much of this was covered during your phone call with our team.
I've sent your e-mail over to the manager of the team who supported you and to our escalation process manager so that they can review your experience to identify what opportunities we have to avoid this from happening in the future.
I'm also following-up to educate myself on the case surveys so that I understand why a survey was not sent. I'll let you know what I find.
-thanks, Russell.