Business Profile

Computer Software Developers

Microsoft

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,411 total complaints in the last 3 years.
2,165 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased madden 24 deluxe edition Advertised that comes with ***** madden points Received game but never received madden points Microsoft says to contact ********** says to contact XBOX/Microsoft Contacted both supports. No one knows how to help Problem remains unresolved. I pd for a product and did not receive full benefits ***** madden points advertised - still not received. Checked forums and many other customers complain of this issue and many also remain unresolved. Unacceptable.
Business Response
Date: 11/27/2023

Hi *************************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your game and promise bonus points.
We reviewed further the account ********************** and decided to provide 25 USD you can see it reflected on your account, so that you to get points or any other item you wish to purchase.
We are sorry for the inconvenience you went through.
Sincerely,?
Microsoft Corporation,
Initial Complaint
Date:11/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Beginning in late October my Surface Laptop 4 was experiencing track pad issues. I ran diagnostics and then decided to send in as it was under warranty via the **************** Plan through 3/9/2025. I had to contact customer service to complete the repair request and sent in the laptop on 11/11/23; Order Number **********. On 11/16/23, I received the update that the device could not be serviced as liquid exposure was detected. Your device has left our service center and is on its way to the shipping address you provided.Although we cannot offer you warranty service, please contact us to see if your device or accessory is eligible for paid out-of-warranty service. I was able to determine the out of warranty device was eligible for paid out of warranty and paid the $610 fee to get an out of warranty replacement. I spoke to two or three different service reps. *** opened a new ticket on 11/18/23 which states: Send us your device within 30 days or your service order will be cancelled.Given that this laptop is my primary work tool, I urgently requested the replacement that I paid for. I was told that I need to resend my non-working Surface device via Fed-Ex in order for the replacement device to be shipped. This makes no sense. Why do I need to send back the device, which will take another several days without a working device required for my home business? This unfair practice is, in my opinion, declared unlawful by Section 2 of Chapter 93A, under the provisions of Massachusetts General Laws In the interim, I purchased a new Surface device with similar specs to my laptop from Microsoft.com for $1,876.35 with the expectation to receive it in two days to be able to resume and conduct my business This is in addition to the $610 for the replacement device which still has not shipped.
Business Response
Date: 11/27/2023
Hi ****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your Surface replacement incident.
After reviewing the previous cases ********** based on the investigation the device presented liquid exposure and this void the warranty.
For that reason, the device could not be replaced. The payment out of warranty was refunded based on the order history on November 18th,order 5964733335.
We stand with the resolution provided.

For further information as to warranty terms, visit Warranty and Protection Plan Terms & Conditions - ************* - Microsoft Support
Sincerely,?
Microsoft Corporation,
Customer Answer
Date: 11/27/2023

Complaint: 20898052

I'm not sure where you are getting your false information. I am rejecting this response because my credit card was charged $610 and the *** device was NOT shipped. Today, as of 11/27 I did receive a refund of $610 because I had to purchase a new device while waiting for the out of warranty Surface Laptop 4. The $610 was not refunded on 11/18. I was asked to re-send the device on 11/20, I was without a computer due to the fact that you had me send the device in on 11/11/23. In fact, I was charged via AMEX on 11/18.

Sincerely,

*********************
Business Response
Date: 11/30/2023
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Surface replacement incident.
As mentioned, based case ********** based on the investigation the device presented liquid exposure and this void the warranty.
For that reason, the device could not be replaced. The payment out of warranty was refunded based on the order history on November 18th, order 5964733335.
We stand with the resolution provided.

For further information as to warranty terms, visit Warranty and Protection Plan Terms & Conditions - ************* - Microsoft Support
Sincerely,
Microsoft Corporation,
Customer Answer
Date: 12/04/2023

Complaint: 20898052

I am rejecting this response because:
The device was in fact eligible to be replaced for the cost of $610 / as part of Microsofts out-of-warranty service cost. This was determined on 11/17.
Below is from Microsoft Surface Support on 11/18:
We are glad that we addressed the case by processing the order, and submitting a ticket to expedite the process and do not return your device since it was already on our *************** your new order number is: **********. I will get back to you this Monday with updates regarding that ticket.
Your Case Number is:**********
I paid the $610 to receive the replacement device via your terms. See here: How much does out-of-warranty service cost for your Surface device or accessory? -Microsoft Support
Unfortunately, I then had to wait several days to receive my device back from ******************** the one that had liquid exposure and was asked to send it back to the ************** in order to receive the replacement device that I had paid for. I then purchased a new Surface Device which I received in two days. I had to purchase this device to be able to work.
I received this on 11/23:
The *** fee was for the service order, I noticed that there is no movement in your order yet, so kindly let me know if you would like to proceed with the order or you would like to cancel it.
The replacement it's not going to be sent until the non-working unit is received by our **************.
Why did I then was it requested to re-send the device that I own back to the Microsoft **************? This has caused an excess of time and effort in unsuccessfully negotiating with Microsoft for the replacement device that I paid for and am rightfully ***********. T
his is all in service of what Microsoft offered for the *** Surface.
On 11/25 (12 days after my initial claim) I canceled the $610 replacement device fee as I was forced to purchase a new Surface in order to conduct my business.
I have also filed a consumer protection complaint with ************* Attorney General ****** ***********************.

Sincerely,

*********************
Initial Complaint
Date:11/20/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Microsoft for technical support, on 11/17/23 I had changed my password the day before and signed out of all my devices, the next day I signed back in and had problems because a photo from my gallery had attached to my profile, and I didn't attach it, so I allowed technical support to access my laptop via screen share, this was a complete nightmare, all of my photos and personal information was deleted, the technical support person created a profile and set it up as administrator, it had TEST, as the profile, I had to keep contacted technical support for over three hours , and still couldn't get my personal information back nor my photos, I asked where they were from because they kept asking for my phone number with the country code, they told me they were from ***********, I am afraid that my profile has been hacked, I need help ASAP. I was desperate so I gave my telephone number and spoke over the phone for a hour with a technical support person, he had me change my password, while he talked to me over the phone. I have all the numbers for the connections for the screen sharing.
Customer Answer
Date: 11/23/2023
sholuld i provide the case number for this complaint from the technical support team from microsoft and my contact number?
Business Response
Date: 11/28/2023
Dear ***************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Business Response
Date: 12/04/2023
Dear ***************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm the case remains open and being worked on. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/20/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Xbox bundle on November 14th, 2023 on a special promotion to purchase an Xbox Series X and receive a free game as well. The total purchase price was $523.06. When I purchased it, there were several bundles available, including one that came with Diablo, Forza, and I thought Assassin's Creed Mirage as it had a picture of the game next to the Xbox. For my free game I chose Starfield.When I received my Xbox in the mail, it didn't have any info on getting either game, so I contacted Xbox support. They told me that it didn't actually come with ******, but that ********* would be on my account when I logged in.I said that my order showed that it came with Mirage, and they said they'd escalate the case. I said if the game didn't come with Mirage I'd likely want to return it and buy a bundle that had two free games instead of just one as there were other bundles for the same exact price as mine that apparently didn't come with a game.They said they'd go ahead and put in the return request but we could cancel it if they were able to fix my issue. I waited 4 days and never heard from a supervisor. I called today, and they said I wasn't able to get Mirage, it was just a picture of an example of the free game. I asked if I could get either Forza or Diablo since it was the same price as the bundle I got. They said no. I then told them that I wasn't able to get ********* even now. They said that because the return had been started I couldn't get Starfield now either, even though I paid for it (see attachment).I told them I was going to keep the Xbox and would just keep Starfield. They said I couldn't do that. If I kept the Xbox now I wouldn't get the game I paid for. I plan on keeping the Xbox and not returning it. I have paid for it. I either want Starfield, or $69.99 refunded to me so I can purchase it separately. Again, I have already paid for *********.
Customer Answer
Date: 11/24/2023
I just decided to send this back and get my money back. No further action needed.
Business Response
Date: 11/28/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today, I was billed for my Exchange Online account - ******************** is very good at collecting my money. However, I have been locked out of this account for two weeks and literally have called every day, been on hold for hours on end, then told that someone from the data protection team will call me......AND THEY NEVER DO!!!!!!!!!!!!! This is completely outrageous. They literally just lie to me and tell me someone will call, yet never do. How hard can it be to authenticate me so that I can get back into a service I AM PAYING FOR AND CANNOT ACCESS!!!!!!!!!! I need my password reset
Business Response
Date: 11/24/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please review my uploaded document for details. Microsoft allowed an unauthorized person to my account who then charged my account $250. ******************** does not allow me to investigate or provide a way to contact them for resolution. I have contacted them at ************** and it hangs up on me, I also contacted ************. They are protecting hackers at the expense of their customers with no way to resolve or get information on my own account. They have monopolized this market and there is no where else to go except file a complaint against them
Business Response
Date: 11/24/2023
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Are recurring problem where Microsoft Xbox gaming console deletes clips created with the debt feature. This has happened on several consoles going back to 2019. I bought an Xbox certified external hard drive to save these clips and somehow they were deleted off my external hard drive making the drive useless and I cannot return it because there is nothing wrong with the drive itself and it is passed the return date Microsoft support has known about this issue at least since December of 2022 when a post was made on a Microsoft support website and responded to by a Microsoft agent in July 2023. I have called several times (at least 6) and have gotten nowhere and even had the system hang up or disconnect. The support team gave me a link to send a complaint/ feedback, they gave me a number for Microsoft that no one answers and this does not work and also for some reason gave me a phone support number for target stores which the representative said he googled online and though was Microsoft corporate. This is a very simple thing to fix and I feel my privacy has been invaded by deleting items from my external hard drive without my knowledge or consent. They do not even care enough to have a contact number for their corporate offices. All business should, in order to operate, be reachable by phone without an automated system hanging up on customers. They have done many updates to the consoles operating system over the recent years and none have fixed this known issue. I even suggested a simple solution yet my clips have kept being deleted and not with my permission or knowledge. This is content I was gathering to post on ******* and is now gone. I am including screenshots from Microsoft website showing acknowledgement of this issue as well as an email I was sent with a link to a support feedback site that does not work
Business Response
Date: 11/24/2023
Hi *******************************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox deleted games incident.
We understand you and are sorry to hear that.
We recommend you follow this thread.
Recovering Deleted Game Save - Microsoft Community

In case you cannot resolve it, we suggest you contact Xbox technical support directly.
Contact us | Xbox Support

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 11/24/2023

Complaint: 20891819

I am rejecting this response because: I am not talking about deleted games. I said game clips. They are video captures by the eve console. Did you not even read the complaint? Plus your reply had a bunch of random question marks in it. This is a pathetic joke of a response

Sincerely,

*******************************
Business Response
Date: 11/29/2023
Hi *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox deleted games incident.

We suggest you contact Xbox technical support directly.
Contact us | Xbox Support

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/04/2023

Complaint: 20891819

I am rejecting this response because:
the company has clearly not accurate read the original complaint. They keep responding about deleted games when my issues was clearly stated and supported but the attached files I sent as deleted game clips taken by the *** feature on my Xbox which has not only deleted video clips from my console but also from and Xbox certified external hard drive which I bought to combat the issue of Microsoft deleting my clips without my consent or knowledge. I have already contacted customer support over 2 years about this issue and they have done nothing. This just shows how bad this company is at giving support to users. Just giving people the run around because they are unwilling to take the necessary actions

Sincerely,

*******************************
Business Response
Date: 12/07/2023
Hi *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issues.

We suggest you contact Xbox technical support directly to work towards a resolution.
Contact us | Xbox Support

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/08/2023

Complaint: 20891819

I am rejecting this response because:
you technical support does not offer any solutions and all I get is a call center in *****.
the company has failed to provide adequate customer service and has neglected to even properly understand the reason for this complaint. Microsoft has invaded my privacy and my personal data by deleting files from my consoles Xbox certified dragster external hard drive . The lack of interest of a loyal Xbox customer of over 20 years is astonishing the poor response to this complain is disgusting as is the fact that despite a complaint through the bbb you are trying to push this issue back to tech support which had repeatedly failed to resolve the issue of video clips being deleted without my consent or my knowledge from mig console first and now the peripheral hard drive I purchased to combat this issue. I demand to speak to a company representative to deal with this issue

Sincerely,

*******************************
Business Response
Date: 12/11/2023
Hi *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issues.

As mentioned previously, we suggest you contact Xbox technical support directly to work towards a resolution.
*****************************************************;

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/12/2023

Complaint: 20891819

I am rejecting this response because:
Ihave already contacted technical support several times and they do nothing. Do you people even take the time to read these complaints/messages?
Sincerely,

*******************************
Business Response
Date: 12/15/2023
Hi *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issues.

As mentioned previously, we suggest you contact Xbox technical support directly to work towards a resolution.
*****************************************************;

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/17/2023

Complaint: 20891819

I am rejecting this response because:
MAs mentioned previously, technical support did absolutely nothing. In addition they did not faint at me back as promised. They sent me a link to a support page that did not work. They gave me the phone number for target stores for some reason and they have know about this issue for years and have done nothing which is exactly the same as all these replies that you give me trying to pass the buck to tech support. Your company obviously does not care about its customers also, if you are not aware, it is not simple to talk to tech support and you just send people to a call center in ***** with people using fake Americanized names when they are clearly ******

Sincerely,

*******************************
Business Response
Date: 12/19/2023

Hi *******************************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox technical incident. A senior member of our Microsoft technical team will investigate this matter and contact you directly to work toward a?resolution. Your new case number 7030328256
Sincerely,?
Microsoft Corporation.
Initial Complaint
Date:11/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought this item a couple years ago for around 1100$ I got the package deal with the keyboard. It was a great tablet and was working fine until the last update. With the last update witch was the last thing i pressed onmy surface the whole screen went black. It flickers grey for a serving if I hard restart it but then goes completely black.... this is not from wear and tear or any physical problem with the surface it was purely from the update. And I would like it exchanged/ fixed or refunded so I may use the product that I payed for.
Business Response
Date: 11/23/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:11/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was being harassed by an account on ********************** who called me the slur "******" in the game Smite and then proceeded to send me 38 messages within 22 minutes on the Xbox app and then reported my account to get me banned. He is in direct violation of Xbox rules of personal conduct so I contacted Xbox support who informed me they cannot take action against him for the harassment because of my accounts suspension. This reasoning is in direct violation of their policy to swiftly take action against accounts engaged in breaking the personal code of conduct. Because of this negligence millions of people are at risk daily to online harassment. While others are free to engage in online harassment free of punishment.
Business Response
Date: 11/23/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, we *********** safety very seriously,please make sure you report the other player inside the app and the game, we will take action with that report.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/23/2023

Complaint: 20891147

I am rejecting this response because:
Because of your policy I am unable to report this player. Which you would know if you read my complaint. Your company is capable of better

Sincerely,

*******************************
Initial Complaint
Date:11/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Random dude was non stop spamming one of my friends and my friend was the one who ended up being chat banned, he is not allowed to get him banned for harassing him because the other guy got my ***** banned first. He was insulting my friend and spamming him with messages for 20 minutes straight, and gets away with it. This is a ridiculous abuse of their terms and I would like to you all to put some pressure on them to hold everyone to the same terms
Business Response
Date: 11/23/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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