Business Profile

Computer Software Developers

Microsoft

Headquarters

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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

5,665 total complaints in the last 3 years.
2,341 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:02/19/2024
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.
Im a gamepass subscriber and it seem like theres a few games that just have issues with starting and dont work. Latest example is resident evil 2 and 3, installing and trying to play the games gives an integrity error and that the game has been tampered with and to verify files or reinstall the game. Ive done all of those and the game still doesnt work. The only solution Ive seen that might work requires me to uncompress my ssd which is a Microsoft Windows feature, so Microsoft is either preventing these games from working or theyre allowing games on their subscription service that just dont work at all. Why am I paying for gamepass If the games Im trying to play just refuse to work?
Business Response
Date: 03/01/2024
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
Initial Complaint
Date:02/19/2024
Type:Product 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.
On February 18, 2024 I purchased through paypal a Microsoft (MS) online download for Windows 10 Operating System from Microsoft's online office **********************. The process was difficult until I discovered the need for me to delete about 20 GBs of data on my HP Athlon Silver laptop to facilitate the download of the Windows 10 OS. I made several efforts to carefully follow the chatline representative(s) instructions. After several hours I was not successful and discontinued for the night the attempted download.I had further contact with the seller today (2/19/24). Their representative on the chat line advised that in order to download the Windows 10 OS I would need a flash drive with 8 GB to wipe out and delete data within the subject computer and another Windows compliant and compatible computer would be needed due to security system that was necessary to provide the download to the subject HP Athlon Silver laptop computer. I explained I did not have the overall wherewithal to accomplish such a time consuming and convoluted process. ******* said he would give me a credit in the MS ********************** a benefit for which I have no use. I requested a ****** which was denied based on the MS ****** policy. The service is not reasonably available to my computer and has not been delivered. MS online ********************** argues that they only ****** where the "key" they transit via email does not work. In this instance the key can't work and it is not compatible with my computer. As merchants they have the duty to provide a conforming product that does what it is designed to do. They advertise a simple download which is neither simple nor universal. Thank you.
Business Response
Date: 02/26/2024
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
Customer Answer
Date: 03/07/2024
I wish to continue the complaint process . The service was not delivered, downloaded, used or accessed the MS ****** online shop is in violation of UCC ***** implied warranty of merchantability- the service did not conform to representations- it was incompatible with my HP laptop Athon Silver, it required the use of another computer, a flash drive the deletion of data and was far outside the boundaries of what is commonplace in the market place. The merchant relies on its own limiting policies to accept payment without the reasonable delivery of the windows 10 operating system. Thank you.
*****************
Business Response
Date: 03/11/2024
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, however, he has tried to contact you but you have not replied to his emails, please check your emails and spam and answer appropriately so we can find a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/19/2024
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.
Complete lockout of my account from using a code to auth my account. If I use two factor auth for more than one Windows device and utilize more than one Microsoft 365 app on non-microsoft devices, how am I supposed to auth with two factor auth when I can only request a code twice before being locked out.I tried just using Auth app and it needed to verify me using a password which, with two factor auth, it sends me down a loop of authing requiring a code. The account is rendered disabled and can't access for 24 hours no matter which route I took. The live customer support refused to help unsuspend my acct for an error that Microsoft causes. This is potentially enterprise level bc if someone knew of this flaw, it could be used to disable entire companies using windows. All they would have to do is get the user ids or phone numbers or choose auth app. I couldn't get through to anyone in Microsoft to explain this problem and the cs person was no help, just kept repeating himself. I tried looking up phone numbers, I found a customer support number and initially seemed was routed yet only sent me to online. Now if I have no access to my desktop bc I'm locked out, how do I use online, if my phone doesn't have very good internet access. So I tried again, this time I thought I'd request a more neutral support need that req a live person, What happened was the phone number was the same but this time it didn't give any options and told me to go online for technical support when I needed customer support. The phone number used is from:********************************************************************************************************************************* ***************************** Account in question:******************* I have the recording of the call as well as the chat session. The form doesn't allow for these attachments. I'm also receiving an odd amount of strange treatment that appears to be bigoted in nature. Strange delays, loops in phone systems, condescending and sometimes no responses. I've always received good support from Microsoft and this all seemed very odd. Please help me get in contact with a real person who could resolve the account lockout problem and find a workable solution to my many device access needs.Thank you ********************* ************
Business Response
Date: 02/23/2024
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
Customer Answer
Date: 02/29/2024

Complaint: 21313262

I am rejecting this response because: You're offering me the same resolution that I complained about. There was no sense of understanding of the problem just a link to do the very process I was complaining about which was that I was locked out of my account because I was trying to use the two step auth process. I have multiple windows based products that utilize this. Your system locked me out after I used it twice on two different machines. Your process is broken somewhere.

Sincerely,

***********************
Business Response
Date: 03/11/2024
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 **** had been working with you on this issue.Upon checking, we were able to confirm our agent has closed the case as they provided you with a form you need to fill to authenticate your ownership of the account so our agent can provide further assistance. Please complete this form and get back to our agent.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/19/2024
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.
I was notified on February 13, 2024 that my payment for my Microsoft 365 subscription failed. The notice said that the attempt was to charge my debit card that ended in 4905, which I know was deactivated because of an unauthorized charge in that bank account; I was told to deactivate the card and that I would receive a replacement. I did receive a replacement that ended in 5061 and I programmed that card into my Microsoft 365 account.. However, I found it odd that the rejected charge was from the deactivated card when the newer card had been entered into the account. I went into my account and tried to delete the deactivated card. However, I saw no way to delete it. I then tried to contact Support yesterday, February 18, 2024, to remove the deactivated card, but the person who was allegedly assisting me gave me instructions to use options that do not exist in the account on the website. I reported this problem, but it became clear to me that the agent and I were looking at two different webpages and while I saw no way to delete the deactivated card, the agent said there was a way to do it. I saw that the agent was claiming things that I did not see as being possible on February 18. Today, February 19, I have been notified again that the charge from the card ending in 4905 failed. I knew that if I contacted Support again, I would be wasting time because obviously the agent was giving instructions about a mechanism that did not exist for me. Because I saw that communication was impossible, I am now reporting the matter to BBB in the hopes that BBB can locate an agent who is at least cooperative and helps me to straighten out the problem without giving me instructions about options that do not appear to be possible to perform in my account.
Business Response
Date: 03/01/2024
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:02/18/2024
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.
Subject: *************************** Experience with Microsoft Laptop Go - Case ID: ********** Dear BBB,I hope this message finds you well. I am writing to formally lodge a complaint against Microsoft regarding the service experience I have encountered with my Microsoft Laptop Go, associated with Case ID **********.As a consumer based in *****, I purchased a Microsoft Laptop Go, which unfortunately developed a hardware issue with the touchpad. Despite sending the device back to ******************** for repair, the problem was not adequately addressed. Instead of fixing the hardware issue, the resolution provided was a system reinstall, which surprised me greatly. Reinstalling the system addresses software issues, whereas the problem with the loose touchpad clearly indicates a hardware malfunction. Despite expressing my concerns and dissatisfaction, the Microsoft support team, including personnel at the ******* Microsoft support hotline *************), insisted that I should respect the decision provided by the engineers.As a consumer, I find it unacceptable that my issue remains unresolved. Even if there is a genuine hardware fault with the laptop, it appears that there is no willingness on the part of Microsoft to assist in rectifying the situation. This experience contradicts Microsoft's proclaimed commitment to valuing every consumer.Therefore, I am reaching out to BBB in the hopes that this complaint will prompt Microsoft to reconsider and address my case with the seriousness it deserves. My aim is not only to seek a resolution for my own situation but also to ensure that other consumers do not encounter similar frustrations in the future.I appreciate your attention to this matter and look forward to a prompt response.Sincerely,********** [Contact Information: Email:*********************** Phone:***************, Device Serial Number : ************
Business Response
Date: 02/23/2024
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: 02/23/2024

BBB Case ID: complaint #********.
Subject: Follow-up on Microsoft Complaint ID: **********

Dear BBB,

I am writing to provide an update regarding my ongoing complaint with Microsoft Corporation, which is filed under the case number **********. I previously reported a significant issue with my computer, which has yet to be resolved to my satisfaction.

Microsoft had indicated that the resolution of this matter would be handled by a senior technical advisor. However, I have yet to receive any communication from such an individual. Given that I am currently residing in *****, I had hoped that Microsoft would assign this case to a senior department within their ******* operations. Unfortunately, the local Microsoft office here in ***** has not been able to resolve the issue with my device. Even after returning it to the factory, the Microsoft ***** facility has declined to repair it, stating that they are unable to replicate the fault.

As a customer who relies heavily on my computer for both personal and professional tasks, this situation has caused considerable inconvenience. My primary concern is to obtain a satisfactory resolution to this issue, specifically, the repair of my computer's malfunction.

In light of these circumstances, I kindly ask BBB to consider the following:

1. Urge Microsoft to expedite the assignment of this case to a competent senior department within their ***** region.
2. Request that Microsoft ***** thoroughly re-examine my device and provide a clear diagnosis and repair plan.
3. If necessary, seek higher management involvement to ensure that my complaint is taken seriously and resolved promptly.

I trust that BBB will assist me in achieving a fair and timely resolution to this matter. I appreciate your attention to this issue and look forward to hearing back from you soon.

Thank you for your support.

Sincerely,
SEN LIU

I am rejecting this response because:

Sincerely,

Sen ***

Business Response
Date: 03/11/2024
Dear **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case remains open and being worked on by our agents as the issue is still being investigated. We understand this is taking some time to get a resolution provided. Unfortunately, we cannot expedite the resolution. Please keep collaborating with our agent towards a resolution.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/18/2024
Type:Customer Service 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 have had a 365 account for a few years. I was locked out and I cannot gain ******. I have tried multiple times through phone calls, their support website, and the chat. I have an old phone number on file and I do not have the phone. They will not grant ****** and they will not stop billing. They have charged me for another year beginning in December even though I have on multiple occasions expressed that I am locked out. They will not let me cancel without ******.
Business Response
Date: 02/23/2024
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:02/18/2024
Type:Product 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 have been signed out of my email and never allowed to sign back in for almost a year. I have had this email for almost 20 years. I have a lot of important memories, documents and pictures stored in my email. I have tried countless times to access and have tried the verification process for months and I am always denied. I try to contact or email Microsoft to no avail. It ask me to verify with a number I have changed years ago then when I try the verification process it always denies me.
Business Response
Date: 02/23/2024
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:02/18/2024
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 a laptop computer on 1/27/24; I have the receipt from Best Buy. At Best Buy's urging, I bought a Microsoft office 365 subscription that day also -- good for 15 months after purchase. I found out when the new subscription was about to be added to the new computer; that I already had a 365 subscription that was paid for through 9/24. Via phone, after first denying I had a subscription, they admitted I did, since they had my subscription information and expiration date. I was told they could not adjust the start date; and I should follow up at Best Buy. I have email documentation regarding the complaint and that my complaint is closed. Best Buy denies they have responsibility for the matter, but the Micrsoft website claims they do. Neither party will take responsibility for the matter.
Business Response
Date: 02/22/2024
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
Customer Answer
Date: 02/25/2024
Thank you for your help regarding this matter.
Customer Answer
Date: 02/27/2024
I have received nothing in the way of an offer. I did receive a phone call and an email; the emailer urged me NOT to respond to the phone call. I am now concerned that both contacts from Microsoft may be fraudulent.
Business Response
Date: 03/12/2024
Dear ***************************,

Thank you for reaching out to us, Microsoft is not obligated to make any offers or compensation for any issue, we are terribly sorry to hear that you were not able to resolve the issue with our agent, they have communicated you the resolution of the case. Microsoft will now consider the case as closed.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/14/2024

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. This is no longer worth my time or my peace. They are being deliberately obtuse.

Sincerely,

***************************
Initial Complaint
Date:02/17/2024
Type:Sales and Advertising 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.
1. I purchased Microsoft 365 when it first came out, and Microsoft keeps trying to force me to buy Microsoft 365 on a monthly basis. 2, I cannot locate my sent emails in my email account. I cannot locate an icon to view them.
Customer Answer
Date: 02/18/2024
I have figured out some of it and wish to withdrawal my complaint. I am going on 86, and when changes happen, and you can't find a way to do things that you used to do, it is exasperating. But the young minds that think their shortcuts and/or new ideas are terrific, and I know they must make changes to justify their employment. But why fix something that is working?
It is like I just wrote: They feel they must justify they existence to remain employed by making changes. Again, I ask: "Why fix something that works?"
Respectfully submitted,
*********************
Business Response
Date: 02/23/2024
Dear ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issue and Microsoft subscription.. We have reviewed your account ************************ and there is not any log in or access issues. You can submit an online recovery form. You can submit the form 2 times per day.Please try to provide information with accuracy.
Copy and paste this link on your browser.

(*****************************)

Furthermore, we did not locate any recent Microsoft 365 on your account.
For future issues, please feel free to visit Microsoft.com.

Sincerely,
Microsoft corporation.
Customer Answer
Date: 02/27/2024

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:02/17/2024
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.
on December 6 I called microsoft xbox support and told them my HDMI connector was not working properly. I was told that sometimes you need to clean it out so i did that and we went on christmas vacation, came home it wouldnt work at all so i called back on January 8. I was told that i was still under current warranty because they give you a one time 30 extension on your warranty and my date he said was December 10th so i had made it by just a day or two. He opened a case up for me and told me i need to send a P.O.P for their records so I did that. I called back and was informed they were sending me a return box to send my xbox in to be fixed or replaced with another xbox. I waited 2 weeks and called back in to be told that sometimes it takes a while for the shipment to get to me. I waited another 2 weeks and called back and they said everything looked good on their end and it should be there anytime. One day later i get a email saying they are closing my case and hope im satisfied . I call back in and they tell me that my warranty had expired and they will do nothing. I had spent 5+ hours on the phone with microsoft and multiple other calls so i could get my P.O.P. They told me that i should have been told the first time that i bought it online and it said it was from a different region so they could do nothing for me. They all said they know they did something g wrong but there is nothing they could do to help me. I would like my xbox fixed or replaced like i was originally promised.
Business Response
Date: 02/23/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with HDMI connector on your Xbox. We have contacted a senior member of our Devices Support 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: 03/01/2024
I sent you a message saying all they said is they would look into it so i have no resolution at all right now I said ill wait and see!!!!!!
Business Response
Date: 03/12/2024
Dear *********************,
Thank you for your response. We reviewed your recent service request ***********) and see that the case was closed March 8, 2024 due to no response from you.
Advocate ***** emailed you on February 23, February 27, February 29, March 4 and March 8 with a request for the serial number of your device and your shipping address. As he did not receive the information requested, the support case was closed.
If you still need assistance, please check your email (check junk/spam folders) and reply to *****'s email with the information requested. Alternately you can reach support at: ******************************************************;
Sincerely,
Microsoft Corporation

Customer Answer
Date: 03/12/2024

Complaint: 21309177

I am rejecting this response because: I never received a email from anyone asking me to send this unit back and i gave the serial number to the customer service reps multiple times! I would like to see where ***** emailed me on all of these dates because i never once got a email and i have searched thru my emails multiple times. If you can show me proof of these emails i will drop my BBB complaint but i know you will not be able to as they dont exist! I also had two open cases with microsoft because a supervisor stated that he was going to close one and open a new one so he could try to get me a replacement used one! But like always he never contacted me back at my email that i gave them multiple times!! This is unsatisfactory service I am out a x-box that was under warranty and now im out the xbox live money that i pay wvery month for the last 4 months!!!!

Sincerely,

*********************
Customer Answer
Date: 04/04/2024
i sent the serial number of the unit and have heard nothing back from microsoft so no this is not completed

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