I have been trying to resolve a long-standing support query (a migration with missing attachments), and finally, after 40+ hours and probably 100+ steps, I created a new ticket requesting specifically to have the issue escalated directly to a manager. I repeatedly get new agents who are assigned, lack the necessary context (many steps have now been tried) or are simply reading from standard documentation. They usually lack the context and often misunderstand the requirement. In most cases, I have discovered settings or methods myself which agents were unaware of. In some cases the support has actually been worse than useless, because it leads to unnecessary situations that need to be cleaned up.
After opening a new ticket specifically requesting escalation to a manager, I received a callback from someone who apologised, and said someone would call me back.
When I sought clarity on the level of the person calling back, I was told categorically that a manager would call me either last night or by this morning. Morning has now passed, and yet again I am left trying to control the damage to my clients' and my own business with no recourse to a meaningful solution.
Is this how Microsoft thinks of its' customers?
Having exhausted the ticket system method, I am now trying this, in the hope that someone will tell me this is not normal or professional.
Failing that I will try reaching out to someone on Twitter!
