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RussellRead
MicrosoftJoined 9 years ago
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Re: Need to help escalate concern for focus OD-SPO
Hi m365bizsubs001, Sorry to hear this. I moved into a new role several years ago and I no longer have access to the ticket management system, so I can't see any details about your support ticket or the team who are looking at the ticket. If you're not making progress, I can log an internal escalation. To do that, you'll need to DM me with some details so that I can log the escalation for you. If you aren't comfortable sharing this information via the community, I'd suggest contacting the manager or technical lead who is listed in any of the e-mail communications you've received. If there are none listed, ask the support person who's helping you for those details. When you DM, I'll need your first/last name, tenant name (the at onmicrosoft dot com one), your e-mail address, phone number, and country (I'm guessing USA). I think that should be enough for me to get something logged in the system and somebody can then follow-up with the support team to find out what's going on. -thanks, Russell.792Views0likes1CommentRe: How can I escalate issues in Office 365?
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.2.5KViews0likes2CommentsRe: How can I escalate issues in Office 365?
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.3.6KViews0likes4CommentsRe: How can I escalate issues in Office 365?
Hi TomWCPU, Sorry to hear that this is your experience with Microsoft. If you've got some more examples of poor support experience with our M365 support teams, I'd be happy to take a look and share your feedback with the teams. We speak with thousands of customers across the globe every day, and the majority of our customers tell us that we delivered a great support experience. We know that there are times when things don't go to plan, and we learn from those experiences to improve for the next time. If you - or any customer - is unhappy with the progress on an active support ticket, let the support person you are working with know and let them know your expectations to get things back on-track. Where possible, the support team will do what they can to help. It's in their interest to resolve issues quickly and leave customers satisfied - because these are some of the key measures we use to track the health of the business. -thanks, Russell.3.9KViews0likes0CommentsRe: How can I escalate issues in Office 365?
Hi Antonello69, Sorry to hear that you aren't happy with the response from our support team. I reviewed the case notes earlier today and have asked the team to follow-up with you. I believe the suggestion from the support team to try changing the password was based on the fact that it wasn't clear you had already attempted this. From your description, I understood that you weren't actually changing the password, but rather just changing the password last change date property. I agree that the team could have better scoped the issue and helped you understand why the troubleshooting step was being suggested. Hopefully, the team will be able to help get this question answered for you soon. -thanks, Russell.4KViews0likes1CommentRe: How can I escalate issues in Office 365?
Hi Ron_Rufo, From reading the case notes, it looks like the case was escalated yesterday. I see a note from the first phone call you had with our team saying that you wanted to escalate. It looks like the escalation engineer you are speaking with attempted to contact you yesterday and again today. Now that you've responded with the information they requested, I'm sure that troubleshooting can continue and, if needed, the support team will escalate if it's believed to be a bug or problem that requires our engineering team to get involved. Just to be clear, no part of my official job is related to looking at or dealing with escalations and nor do I have a special way to get cases escalated. But it's a great time to remind people who I am and why I try to engage in some of these community discussions. The following text is an edited/updated version of a post I previously posted in this thread and is a good place to start if you found this page because you need help with an active support case. If you found this thread and are thinking "Oh great, if I contact Russell he'll be able to get my case escalated for me", sadly no, this isn't the preferred way to get support or get a ticket escalated �� We receive thousands of support tickets every day and we have thousands of folks in our support teams across the world who are working hard to resolve those tickets to get customers up-and-running as quickly as possible. Sometimes, it takes longer to resolve some cases than others. At times, it takes our teams longer to respond to customers if we see increased volume of cases. I participate in the community because I'm genuinely interested to hear feedback - good and bad - from customers who are engaging with our Office 365 support teams. My core role at Microsoft is to ensure our teams are ready to support customers. My work is primarily focussed on partnering with our engineering and marketing teams to stay close to new feature development to ensure we've got a plan to get our teams ready to support those new features when they are deployed. Of course, I don't do this alone - my immediate team and a host of folks in our global virtual teams work together to make this happen. When I hear that the support experience hasn't met the high bar we set for ourselves, I want to know why. Was it because we didn't equip our teams with the right information? Did one of our processes break? Do we have an issue with our tools? Whatever the problem, I want to know because if there's an opportunity for my team to do something differently to avoid the problem in the future, we can address that. Then, of course, there are issues that aren't within the immediate control of my team. In these cases, I send the feedback over to the folks who manage the support team. These folks will then take action so that the feedback gets to the right team or individual allowing us to learn and hopefully do better next time. As I don't work 24x7 and have a day-job and family, I'm not always as present in the community as I'd like to be. When I'm deeply involved in projects or development work, or out on vacation, it might be a while before I see a message. Therefore, if you need "immediate" assistance, contacting me isn't the best plan. So, what is the right way to get help? For the majority of our customers, they get the help they need very quickly and have no cause to need to "escalate". However, when things don't go to plan, the first avenue should be to work with the support team who's working on your support ticket. Ask them why it's taking longer than expected to resolve your issue. Ask them what their next steps are to assist you. Ask them to help you understand why they are asking you for certain information or why they are asking you to complete certain troubleshooting steps. I'll often have customers say to me "I don't know why support asked me to do x, y, or z because I knew that it wouldn't make a difference" or "I know that this problem is a bug in the product". In reality, the steps that you are being asked to follow often help customers to resolve issues, or serve to collect valuable information that can be used to inform the next steps or escalation. If you don't think you are getting the help you need, ask the support ambassador what's needed before they will escalate the ticket. Every person in the support organization wants to resolve your ticket as quickly as possible. If you don't get what you need or things don't improve, you should see the e-mail address for the tech lead and/or manager for the support team listed in the e-mail signature of the person who e-mailed you. You can contact the tech lead/manager to tell them that you aren't getting what you need. That said, I'm always happy to hear from anybody who's engaged with our support teams and am happy to chat privately or in this forum to respond to feedback. -thanks, Russell.4.4KViews0likes11CommentsRe: How can I escalate issues in Office 365?
Hi Martin50, Thanks for sharing your experience. I'm sorry to hear that we haven't been able to resolve your issue yet. I forwarded your message to our delivery manager and he's going to get somebody to follow-up with you to see how we can move this forward for you. -thanks, Russell.4.5KViews0likes13CommentsRe: How can I escalate issues in Office 365?
thegift06 I replied to the e-mail you sent me a few minutes ago with a short update. It looks like the support team escalated your issue to our engineering team who are investigating. It seems that the support team called you yesterday to provide you with the latest status update. If you need something from them that they aren't delivering, you absolutely should let them know. For now though, the support team are waiting to hear back on the escalation and will update you as soon as they have news. -thanks, Russell.4.6KViews0likes15CommentsRe: How can I escalate issues in Office 365?
RyanBlake I've asked one of my colleagues to take a look. I'm just heading out on vacation and haven't had a chance to review the ticket. I'd agree in principle with your message, although I'm not an expert in this area. -thanks, Russell.5.1KViews0likes20CommentsRe: How can I escalate issues in Office 365?
RyanBlake Hi Ryan, Having a ticket "escalated" or to get "escalated support" is an interesting topic, and one that I'll frequently hear from people. When people are asking for escalation, really what they are asking for is for their problem to be resolved faster. As you mention, Microsoft has a mix of in-house and outsourced support teams delivering support across all of our products and services. In Office 365 support, we have thousands of people across the globe providing support to customers. Regardless of which country these folks are in or which team they are a member of, the end goal is always the same - to resolve problems quickly to enable our customers like you to get back to realizing value from the service. While we do have teams who are responsible for Premier support, this doesn't necessarily equate to problems being resolved faster. All of our Office 365 support teams have access to the same training and readiness resources, they can collaborate with subject matter experts, and they can escalate to the same engineering teams. Our goal is to deliver a great service to everybody - regardless of where you enter the support experience. I have to admit, I'm not familiar with the details of the costs and full benefits of our current Premier support offering, but I can certainly find somebody who can provide those details if you are interested. It's generally a support offer that makes sense if you have a complex hybrid/on-prem environment or if you need additional engagement with Microsoft via a Technical Account Manager (for example). For most Office 365 customers, the no-charge support that we provide as part of the service is usually the right choice. Whenever you are working with our support teams, make sure you tell them if you aren't happy with the progress that's being made. While this doesn't magically deliver a solution, it helps the folks in support to realize when they might need to ask for help. A side note on what happens when we "escalate" tickets. This simply means that the frontline support person is asking for help from somebody else. Maybe somebody more experienced, maybe somebody with a different skillset, and sometimes, assistance from our engineering teams - the folks who write the code and keep the service running. We always try to keep ownership of the ticket with the frontline person. This avoids tickets from "bouncing" from person to person and maintains a single point of contact for the customer, but it also helps the frontline support folks to learn and upskill so that they can better assist customers in the future. I hope this helps to provide a little insight into what happens when a ticket lands with our support teams. -thanks, Russell.5.2KViews1like22CommentsRe: How can I escalate issues in Office 365?
AriZoNaiCe Hi Brian, Yes, it's always possible to have a working session to troubleshoot with our support folks. I understand that we called you yesterday to discuss and provide some additional steps for you to work through. I hope this helps to get you back up-and-running. If you need further support or guidance, just let the support ambassador know that you'd prefer to discuss via the phone, and they will call you. -thanks, Russell.5.4KViews1like25CommentsRe: How can I escalate issues in Office 365?
AriZoNaiCe Hi Brian, Thanks for sharing your experience and sorry that it's taking a while to get this one fixed. I reviewed your ticket and can confirm that the ticket was escalated. When we say "escalated", it can mean a few things. Sometimes it means that the person who owns your ticket is out of knowledge or needs help from another subject matter expert within the support org. This will generally be somebody from the same team, but could also be somebody from another team at Microsoft. In either case, the person who owns your ticket will generally continue to own the communication with you. In your case, the escalation is to our engineering team. These are the folks who write the code and ensure the Office 365 service is running as it should. Whenever things aren't working correctly, if our support teams determine that there are no changes that you, or they, can make that would resolve the issue, they will engage our engineering team to investigate. On the upside, your ticket is with the right team. The downside is that your issue is unusual and might require further information to be collected to allow the engineering team to continue investigating. All communications will continue to flow via the support ambassador. I've sent your feedback over to the team who owns your ticket. -thanks, Russell.5.5KViews1like27CommentsRe: How can I escalate issues in Office 365?
Hi ankitmathur, Thanks for sharing this feedback. Sorry to hear that this ticket has been open for so long. I read through the ticket and I can see that you've been in contact regularly with our support team and that they are actively trying to assist you. I've asked them to review the current troubleshooting plan to confirm that we're on the right path. If you need additional assistance to work through any of the troubleshooting steps that have been provided, let the support ambassador know. -thanks, Russell.5.4KViews0likes29CommentsRe: How can I escalate issues in Office 365?
Hi TC_Verity, Firstly, I'm sorry that you've been waiting on us for a response. I shared your feedback with the team manager and they are following-up with the team to ensure we maintain regular communications with customers on all open tickets. It looks like we've now moved your ticket over to another team who are better placed to assist you. Let me know if things don't improve. -thanks, Russell.5.4KViews0likes0Comments
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