Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

• 

  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:02/08/2024

  Type:Delivery 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 downloaded a new game from the game pass. the game didn't work, when I called the support line, the representive that i talk to proceeded to waste over 30 minutes of my time, provided no support whatsoever, didn't know how the website worked and there only solution was to unplug and plug in the console, i asked for a supervisor and they refused to provide any support or solution

  Business Response

  Date: 02/13/2024

  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:02/08/2024

  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.

  Virtual zero customer support, everything they provide is online and automated. I have an issue not listed in their solution options. Was able to reach tech support via chat widget only to be waiting over an hour just for the chat widget to automatically close and haven't been able to get back there since. All the number provided online are automated and tell you to refer to their online help which doesn't solve the issue.

  Business Response

  Date: 02/15/2024

  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:02/08/2024

  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.

  ***** from Microsoft , ************ or ************, has called me several times indicating that I had problems with my computer/email that needed to be fixed. It seems to me that more problems are coming up and that I am being charged to have fixed. I would like to have this investigated to verify that these aren't problems that I am being asked to continue to pay to have repaired.

  Business Response

  Date: 02/13/2024

  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: 02/14/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  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 have purchase a M365 ******** standard product and sadly I forgot to save the password - Because I don't have access anymore to the business domain e-mail, I can reset the password. I ve 90 minutes listening music. The domain that I created was LaboissiereLLC.onmicrosoft.com

  Business Response

  Date: 02/13/2024

  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: 02/13/2024

   
  Complaint: 21266111
  
  I am rejecting this response because: Last Thursday, after waiting 2 hours and 30 minutes on the phone, someone finally answered the call. Here is the Case number ****************?. I have been waiting since last week to reset my password and gain access to my business email. 
  

  At this point just give my money back so I can buy another license. 

  Thanks
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/23/2024

  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 and has requested you to open a ticket via M365 Support Link, please be informed that we have different support channels which offer support accordingly, with the kind of account and issue, please proceed as requested so we can address your concern.  
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:02/08/2024

  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 had subscription for Microsoft 365 was over charge and now I don't want the subscription. My card was over charged

  Business Response

  Date: 02/15/2024

  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:02/08/2024

  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 received a charge of $106.99 from Microsoft 365,which I have never subscribed. I requested a refund on January 19 2024, as of February 8 2024 nothing but excuses have been given. First I'm told refund would be applied within 3-5 business days. I patiently waited 7 business days and called again. I was then told that I was misinformed and that refund would not post for another 5-7 business days. I contacted my credit union from which the money was basically stolen, and they have said no activity is shown. I am on the verge of getting the law involved.

  Customer Answer

  Date: 02/13/2024

  February 9 I called trying to get information as to where the refund is. After being on the line 45 minutes plus, I'm again told the case has been escalated and will be contacted within 3-5 business days. 

  I wait till Friday evening or Saturday to call every week giving Microsoft more than 3-5 days to call. I will continue calling until this issue is resolved.

  If the credit union I deal with is not accepting the money Microsoft needs to be professional, notify me  and make some other refund arrangements.

  There is absolutely no reason this should be taking over a month. I am furious and fed up.

  Business Response

  Date: 02/19/2024

  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: 02/19/2024

   
  Complaint: 21265583
  
  I am rejecting this response because: for over a month I have been told the same exact thing anytime I call, almost as if it is a scripted paragraph.

  Just mail a paper check, gift card or something to resolve the issue. $107 is nothing to your company I'm sure, but to a struggling family it's almost a week of generic groceries we need to survive. 

  My family does not receive public assistance because we put forth an honest effort to support ourselves, and this excuse making, st ry telling is getting pretty frustrating..

  Sincerely,
  
  *******************

  Business Response

  Date: 02/28/2024

  Dear *******************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern. After reviewing your complaint and recent service request **********, we have found that our Tier 3 advocate, *****, is still actively working on resolving this matter. We kindly request your patience and assure you that we will provide you with an update in the coming days.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:02/08/2024

  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.

  Hello, A few months ago, my Microsoft account was locked for "fraud" reasons, despite I never broke the terms of agreement and rules, I want help in unlocking my account. The associated details are as follows: Microsoft Gamertag - ThiaLalo, Alias - **************************** (at the time), Microsoft Name - ******************. My account holds sentimental value, and I believe this situation is a misunderstanding. Kindly update me on the resolution. Thank you.

  Business Response

  Date: 02/13/2024

  
  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.

  Customer Answer

  Date: 02/13/2024

   
  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,
  
  ******************

  Customer Answer

  Date: 02/13/2024

  my email was **************************** my recovery email was ********************** My Microsoft Name was: ****************** My Location used for the Microsoft account was: ********, ************* and my  Date of Birth: March 15 2000
  my xbox Gamertag is: ThiaLalo. Please unlock my account, I never committed fraud

  Business Response

  Date: 02/15/2024

  Hi  *********;,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident. We stand with he response provided on the case number **********.

  Sincerely,   
  Microsoft Corporation.

• Initial Complaint

  Date:02/08/2024

  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.

  In November of 2023, I sent my Xbox Series X, along with the power cord and HDMI cord in the same box, in to be repaired or replaced under warranty using **** as requested by a Xbox customer service representative. A few weeks later I received an email from the Xbox service center my Xbox was sent to saying they received my Xbox and would let me know when It was being sent back. Shortly after I received an envelope from Microsoft containing my Xbox's power and HDMI cords. After a month or so I began trying to contact customer support to get an update and after several attempts I am told that my Xbox supposedly never arrived at the service center, specifically, they did not receive a Microsoft product. Confused I try getting more information. Another month and I receive an email from customer support with blurry photos from the service center of a dusty old electrical appliance of some sort (no clear pictures shows what it is nor do they ever say) and of my shipping label. However I had already received that email I mentioned earlier saying they did get it and nowhere in it do they mention not receiving a Microsoft product not to mention they sent back the cords which were in the same package but never attempted to send back the random electrical appliance they now claim I sent. Ultimately my complaint is in regards to Xbox customer service and their service center "losing" my Xbox and refusing to take responsibility for it like children and just replacing it as it is still under warranty. At this point they are purposefully ignoring my emails as they've shown how quickly they can respond when they come up with a new excuse. All I want is my Xbox returned in working order or replaced as it's warranty covers so I am not down nearly $600 dollars with nothing to show for it.

  Business Response

  Date: 02/13/2024

  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:02/08/2024

  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.

  If Microsoft were a lesser-known company, I would suspect a scam. Each time I contacted a support agent for assistance, they sent me an email with a service request number but effectively closed the line of communication. -Surface Laptop 4 was purchased in March 2022, and a 3 year Microsoft Protection Plan in April 2022.-December 2023: my laptop would not turn on. I tried all troubleshooting options on the support page, attempted to make a service request, and continually received an error message. With great difficulty, I was finally able to chat with a support agent who could submit the request for me on January 20, 2024.-Jan *****: The replacement device I received was also non-functional. Another agent agreed that it would need to be sent back. I had already lost faith in Microsoft, so I requested a refund. This was denied solely because I purchased the laptop at Best Buy. This is a Microsoft product and a Microsoft Protection Plan, so I expect to either receive a functional replacement or a refund. A functional replacement was not provided.I attempted to respond back to this email and still have not received a response. Feb 1: The automated system on the support line misheard my request, told me to go online, and hung up on me. My phone number was then logged and each time I called in, I was hung up on.On a different line, I requested reimbursement for packaging to send off the computer a second time as well as expedited service. The agent was unable to do so, and said that there is no such department that is able to do so. -Feb 2: The shipping label Microsoft emailed to me was incorrect - it sent the laptop straight back to my home. Absolutely ridiculous. This is the second time I have received a non-functional computer.Despite several support agents closing the case, my issue has yet to be resolved.The service from Microsoft has been abysmal and completely unacceptable. I would like a refund on both the Surface Laptop 4 and Protection Plan.

  Business Response

  Date: 02/12/2024

  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: 02/16/2024

   
  Complaint: 21263502
  
  I am rejecting this response because: the representative who contacted me only restated that they cannot offer a refund. I am very unhappy about this policy, but fine, I have accepted that. However, he did not address any of the concerns in my complaint, primarily the poor service I have received and mistakes made by Microsoft. I responded the same day, Feb 12, requesting these issues be addressed with appropriate action to make amends. I have now requested a new computer be sent instead of a refurbished one, and have yet to receive a response on Feb 16. My original complaint was made Feb 7. I have not had a functional computer (required for work) for over a month. I am once again finding the service from Microsoft unacceptable. Please respond to my email to resolve my complaint.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/23/2024

  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 continue working with him so we have move forward and we can provide a final resolution.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:02/07/2024

  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 tried to contact Xbox several times. I have not been able to contact a person. First I don't have an account with ********************! They have charged my account for $343.86. They have charged before and I have had the bank deal with it but I have to get another ATM card. After so many they are going to charge me. I want whoever has an account in my name to be deleted and money returned to me! I do have 2 sons who have played xbox in the past. *********************** and ***********************. But they have not played it in months. My email address is ****************,com.1

  Business Response

  Date: 02/12/2024

  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