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

5,667 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:02/17/2024
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.
I have purchased a subscription for Office 365 from Microsoft. I have a new computer and wanted to activate this subscription on this computer. This is allowable. When I tried to activate the subscription it asked me for a code from my microsoft authenticator. It would not accept the codes numerous times and then locked me out of Office 365 on this computer and out of my Microsoft authenticator. I have tired to contact Microsoft any way possible and only get a computer that hangs up on my. I have filled out every form and done everything I can - no support and no access. The difference when dealing with Apple is night and day. They are also a big corp but do a very good job on support and Microsoft sells all these programs but provides NO support. It is the most frustrating company I have dealt with. There should be some way to talk to an agent and get a resolution on this problem. They say I have to wait a month!!!!! Security is one thing but complete negligence is another.
Business Response
Date: 02/22/2024
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: 02/23/2024

Complaint: 21308698

I am rejecting this response because: although it sounds encouraging, they gave me no way to contact them, which is the main problem leading to this complaint.

Sincerely,

***********************
Business Response
Date: 03/06/2024
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 was able to contact you with our resolution.

Please confirm if your issue is now fully resolved, so we can determine our next steps.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/17/2024
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 bought $1600 in products at their ************* store in ************* based on 2 $50 gift/reward cards they offered and tendered. When I went to use them they had effectively expired even though I was told and it says right on them that they never expire! Contacted MS support and was ultimately told that they couldn't do anything. That effectively they had unilaterally terminated all such cards!!I also have detailed logs/pics of online conversations I had with their customer support showing this.
Business Response
Date: 02/22/2024
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
Business Response
Date: 04/11/2024
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. Please cooperate with our agent to reach a resolution and wait if our agent has informed that the case is in progress.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/11/2024

Complaint: 21308497

I am rejecting this response because
as spelled out in the attached letter
now sent to microsoft 3 times, your
unnecessarily complex procedure
for obtaining a refund is not working.
It just plain doesn't function for me. So its just another runaround not solving anything. If microsoft really intended to give me the funds Im owed, they would just mail me a check!

Sincerely,

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

Business Response
Date: 04/25/2024
Dear *******************,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau concerning your issue. Upon reviewing your complaint and the associated service request number **********, we have determined that our Tier 3 advocate, ******, has been actively assisting you with this matter. Furthermore, he has directed you to the appropriate support channel to resolve this issue. Please proceed by following their guidance to advance with your request.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/17/2024
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.
A few months ago, the windows update had been receiving ERROR ENCOUNTERED, WHICH IS 0X80070643. Tried the update again and again and again, same ERROR ENCOUNTERED, AGAIN. I contacted the Geek Squad and he had done a complete troubleshoot on my computer and the same thing again. It turned out that Microsoft has complaints on their web, indicating that thousands of consumers are experiencing the same problem. I have had to pay twice for the repair and the same thing. Many of the consumers are requesting that the update be totally deleted. I agree, as the history is FAILED INSTALLATION.I mailed the the company a dear **** letter and to no avail. Every since ******************* left, that company has no support, nor do they care.
Business Response
Date: 02/21/2024
Hi *******************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account 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 **********
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 02/21/2024

Complaint: 21307378

I am rejecting this response because: their Windows update that refuses to download because it's got error messages on it has completely stopped my windows spotlight from opening up and this is all over their website on the complaints tell them to take care of business and to contact me and get it resolved so I don't have to keep paying geek squad

Sincerely,

*******************
Business Response
Date: 03/04/2024

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows update incident.
After further review of the previous service request ********** this appears to be resolved.
In case you need further assistance, feel free to reopen your case.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/11/2024
Everything was resolved so let's close the case thank you
Initial Complaint
Date:02/16/2024
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.
My son bought his Xbox series x in April 2023. It stopped working in January 2024. I called Microsoft and they had me send it in under warranty. We received the xbox back it's now working but has a nice sized ***** on the edge and several scratches. I contacted Microsoft to inquire about the ***** and see if they would extend the warranty since the ***** and scratches weren't there before it was sent out. Was told to contact ***** and file a claim that it was damaged in transit. In my opinion it was not, the packaging was fully intact and would not allow for the ***** to be made. I would like to speak to someone that could help me
Business Response
Date: 02/23/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding physical damage to your Xbox upon return from repair. After reviewing your complaint and previous support cases we see that you have a support case in progress ***********). Agent *** has offered to set up a repair order for you to exchange your current device. Please reply to his message at your earliest convenience.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/16/2024
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 am part of the military (specifically Navy), and as part of the military deployment is one of my job criteria. The game I purchased under the email address: *********************** was Minecraft. It used to be owned by Mojang and now it's brought over by Microsoft.They started their migration process in 2022 and ended around mid September 2023. This migration process offered players to transfer their account to the ******************** platform. However, due to the nature of my job I would constantly be out to sea and rarely home. Their deadline for me to migrate my account was not feasible to meet. I have informed them of my situation but to no avail.They would not entertain the concept of me having my money back or simply giving me access to the game, I have purchased before Microsoft had brought the game.Their customer support just gave me the same answer. After I asked them to transfer me to a Manager/supervisor, they gave me the same answer. I asked for the Cethlanne **'s position title but they simply ignored my request.I just want access to the game I paid for. They didn't even bother looking at my case to make a decision.My interaction with the business so far are in the attached documents.For more information, please feel free to contact me. I will provide all the information I have.
Business Response
Date: 02/26/2024
Dear Y *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft account. We have reached out to the Minecraft team on your behalf to inquire if they can reinstate your account. We expect a response from them by March 1, 2024.
Please reply back to this message after March 1 so we are able to respond with the decision.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/16/2024
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.
ive been trying to cancel my subscription without being able to.to cancel a trial needs to be easy by law ***********************************************************************************************************
Business Response
Date: 02/21/2024
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:02/15/2024
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.
Dear Microsoft Support Team,I hope this message finds you well. I am writing to express my deep frustration and disappointment regarding an issue I am facing with the redemption of my Microsoft gift card balance. I have been attempting to utilize the remaining balance on my account but have consistently encountered an error during the checkout process.I have made numerous attempts to complete the transaction, and I want to emphasize that I have taken every possible step to resolve the issue on my end. Firstly, I attempted to use my gift card balance in conjunction with two different credit cards, both of which are valid and have sufficient funds. Unfortunately, each attempt resulted in the same error, preventing me from completing the checkout process successfully.Given the considerable efforts I have made to resolve this matter independently, I am now reaching out to Microsoft Support in the hope of finding a prompt and effective solution. The inability to utilize the remaining balance on my gift card is not only inconvenient but also poses a significant inconvenience in my use of Microsoft products and services.As a potential resolution, I would like to request that you thoroughly investigate this issue and provide me with clear guidance on how to proceed. If the problem persists, I would appreciate it if Microsoft could issue a check for the remaining balance on my gift card. I believe this is a fair and reasonable request, given the persistent nature of the error and the impact it is having on my ability to use the funds that I have redeemed.I understand that technical glitches can occur, and I appreciate your prompt attention to this matter. Your assistance in resolving this issue is highly valued, and I look forward to hearing back from you soon with a resolution.Thank you for your understanding and cooperation.
Business Response
Date: 02/20/2024

Hi ***** ****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft balance concern
After further review of your account, we could find you processed the order and there is not any balance on it.

If you need further assistance, please visit Microsoft.com.

Sincerely,?
Microsoft Corporation.
Initial Complaint
Date:02/15/2024
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.
Can't cancel my subscription, number to costumer service is not going ***************************************
Business Response
Date: 02/20/2024
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:02/15/2024
Type:Order 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.
Microsoft charged my credit card &***** for a yearly subscription. I didnt realize it was yearly or I would have canceled it. I have called them many times and it is impossible to talk to someone on the phone. Ive emailed them with no answer. I want to cancel this subscription and my account refunded the $*****.
Business Response
Date: 02/21/2024
****************************************,

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:02/15/2024
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.
A scammer calling themselves Microsoft shut down my computer and instructed me to call the "Microsoft" nuumber on my screen . I called Microsoft for help on Jan 13, 2024 and received charges on my credit card for Just Answer! on Jan 13 for $39.00 and then another charge on 1-16 for $46.00. I was told that these charges were for Microsoft customer service ($39.00) and also for a monthly recurring subscription for JustAnswer!.($46.00) i was not informed of either of these charges and did not knowlingly agree to these. I feel that Microsoft should provide customer service without charging a customer a fee through another company. This process seems dishonest and predatory, especially for older people like me who are not savvy about tricks of the internet. I would like to have the charges for JustAnswer removed from my credit card.
Business Response
Date: 02/20/2024
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

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Microsoft is NOT a BBB Accredited Business.