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Business Profile

Computer Software Developers

Microsoft

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 3,962 total complaints in the last 3 years.
    • 1,599 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 have been trying to access my email accounts but now i am locked out and i have tryed to submit the forms whic only come back saying they could not verify my information. i have even tried to contact them by phone but only get an automated message which is no help at all because it does not even send me to a live representative to get any further help for the issue. i need help because that is the only emails i have that for any on my personal, work, or medical access.

      Business Response

      Date: 11/27/2023

      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:11/21/2023

      Type:Product Issues
      Status:
      Answered
      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.
       
      Complaint: 20901251

      I am rejecting this response because: Someone always says they are going to call and never do! Ive been officially locked out of my email for a month and have lost a months worth of income to provide for my kids. This is truly sad and horrible to be treated this way when Ive been a customer for years! My business depends on this email to receive work orders!

      Sincerely,

      *********************

      Business Response

      Date: 12/04/2023


      Hi *********************,  

      Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account incident. A senior member of our Microsoft account team will investigate this matter and contact you directly to work toward a?resolution.Your new case number **********

      Sincerely,?   
      Microsoft Corporation,  

      Business Response

      Date: 12/08/2023

      Hi *********************,  

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

      Based on the previous case number ********** you were requested to complete the Online Recovery form. If you still need assistance, feel free to reopen your case.

      Also, you can contact directly Microsoft account support team for further assistance.

      Sincerely,
      Microsoft Corporation,  

      Customer Answer

      Date: 12/14/2023

       
      Complaint: 20901251

      I am rejecting this response because: Ive already completed all the steps. I have an open support ticket and the engineer literally said well theres nothing we can do. They are the ones who entered my alternate email in wrong. I also asked if I could simply send in a copy of my id to show proof of identity I was denied. Ive been out of business for over a month with no help whatsoever. Then I was told to PURCHASE ANOTHER ONE! Ive been running my business thru this email for over 5 years! This is how I feed my family. Its unfair to lose everything *** worked for because I cant simply update my phone number and theyre the ones who are missing an N for my alternate email. Ive done everything theyve asked me to do. It shouldnt be this hard to update my phone number when Ive verified everything piece of information including past information theyve asked for. And yet they still respond with these generic answers! Heres my ticket number for proof Case#
      2311150040013470. My next step is getting a lawyer to proceed with lost of wages and contacting the media!

      Sincerely,

      *********************

      Business Response

      Date: 12/18/2023


      Hi ***
      Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account access incident.

      We have decided to create another case. **********

      A senior member of our Microsoft account team will investigate this matter and contact you directly to work toward a?resolution.

      Sincerely,?   
      Microsoft Corporation.

      Customer Answer

      Date: 12/21/2023

       
      Complaint: 20901251

      I am rejecting this response because: once again NO RESOLUTION! How was this even sent to the WRONG DEPARTMENT!!! When *** said from jump it was BUSINESS. This only shows how incompetent people are and dont care that this is how I feed my family. Ive attached a screenshot of another response saying they cant help.

      Sincerely,

      *********************

      Business Response

      Date: 01/05/2024


      Hi ***,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access incident.
      Based on the previous case. **********

      Please fill the online recovery form, in case you need further assistance feel free to reach out by visiting Microsoft.com / Contact us section to help you.

      Sincerely,
      Microsoft Corporation.

    • Initial Complaint

      Date:11/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have a Microsoft Elite Series 2 black controller, serial number **************. I have been having issues with rubber grips coming lose on both sides of the controller, left trigger button not working properly, and several buttons not working properly. I sent in for warranty under case/service request **********. The controller was sent back to me and had several issues: it appears no repairs were completed, the rubber grips are still lose, and now was sent back missing both controller thumb sticks and the cross button. I immediately advised customer service and have got no resolution to this. I am very disappointed that not only was controller sent back missing the components, but appears no repairs whatsoever were complete. I am requesting this to be remedied as this is unacceptable.

      Business Response

      Date: 11/27/2023

      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:11/21/2023

      Type:Product Issues
      Status:
      Answered
      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 double billed for the same product on the same card from June 2023-November 2023 and requested a refund for the double billing. I provided Microsoft statements to verify the double billing.

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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

      Business Response

      Date: 11/27/2023

      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:11/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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.
       
      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,

      *********************n 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,  

      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:
      Answered
      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.
      sholuld i provide the case number for this complaint from the technical support team from microsoft and my contact number?e my password, while he talked to me over the phone. I have all the numbers for the connections for the screen sharing.

      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:
      Resolved
      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 just decided to send this back and get my money back. No further action needed.rn 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 *********.

      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:
      Answered
      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:
      Answered
      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

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