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

5,650 total complaints in the last 3 years.
2,328 complaints closed in the last 12 months.

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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:01/18/2024
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.
My big deal with Microsoft about a year now most of them seem to know what they're doing very helpful on the other hand the other half corrupt my computer destroy my hard drive and I have to go out and replace it and it's like it seems like every 3 months I am factory resetting my computers because they're engineering team sends out corrupt updates and when I call to have them fixed they cut my computer even more I have an **** laptop that I'm referring to this time and all I ask for was to add an icon which was an ***** HD graphics icon for the settings on the right side of the computer of the bottom that led to nowhere All they did was corrupt my hard drive My drivers and then last night I spent 6 hours trying to get a hold of them to fix the problem that they occurred talk to a gentleman last night on chat at like 11:30 and all he did was mess my computer up even more I couldn't even get it to turn on this morning active factory reset a perfectly good working computer just replaced the hard drive not even 3 months ago because it crashed because of windows I have a case number but right now I'm just following this complaint on the behalf of everybody it is dealing with The engineering team to send out the software updates that corrupt people's computer ****** is one of them and there's probably thousands of people that's having the same problem they said they're trying to fix it well I haven't even fixed the first problem they caused
Business Response
Date: 01/23/2024
Hi ***********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding the update's issues. 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.
Initial Complaint
Date:01/18/2024
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.
On Oct. 4, 2023, I purchased a computer from Microsoft (via their ******** website) for $941.99. I also simultaneously purchased a 4-year accidental damage protection plan for $329.00. On 17 Dec. I contacted Microsoft technical support for help with an issue with the audio making crackling/static sounds. Technical support recommended performing a software refresh, but this did not resolve the issue. I asked for additional advice to resolve the problem, but did not receive a response. On 6 Jan. ****, I again contacted Microsoft. Subsequently, a technical support employee deemed speaker hardware defective, and offered an exchange. I sent my computer in on 10 Jan. **** and received the replacement on 17 Jan. ******** the replacement is a refurbished computer; I was not told this, and would not have accepted this. I followed up with Microsoft, but they stated that I did not make a "damage claim" within 60 days, thus they cannot offer a new computer or a refund. They appear to be treating this as an accidental damage issue, rather than the real issue: a defective computer. Nevertheless, they will not agree to sending me a brand-new computer or a refund. I would like to contest this since I did not damage the computer--it was defective. I am seeking either a new replacement, or a complete refund of the purchase price.
Business Response
Date: 01/24/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface. We have contacted a senior member of our Microsoft Store Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We see that advocate ********* has emailed you and requested additional information. Please reply to that email at your earliest convenience.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/31/2024

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.Specifically, Microsoft has agreed to replace the device with a brand-new one, as requested. I really appreciate this.

Sincerely,

*******************
Initial Complaint
Date:01/18/2024
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.
I want Microsoft to do something about all the cheaters and hackers on their gaming platforms. I play Black ops one and black ops 2 . I am now locked out from playing. I pay way too much money for years now to be dealing with this problem. I want access to my Xbox live so I can play my games. Or I want all my money back from Microsoft. For my yearly membership and all my gaming equipment. I have contacted Microsoft several times and the game maker ********** to no avail. Which I sent proof of the hours I spent on the phone with Microsoft support.
Business Response
Date: 01/23/2024
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: 02/01/2024
Service request **********
Hello *******,
This is ****** with Microsoft support. Again, we are unable to refund the requested $709.97. And if you are having issues with other players in the game, please continue to use the appropriate channels to report players and unauthorized activity to the Enforcement team.
I understand the frustration that can be involved with this specific issue, and I sincerely empathize with you. However, as no further resolution can be offered, I will move forward with closing this case. I will no longer be responding to any further emails in this thread. Please know that you can always rely on our customer service forums for future issues by visiting ******************************************.
We sincerely apologize for any inconvenience that you have experienced. Thank you for your understanding and patience
Initial Complaint
Date:01/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for multiple games on 12/28/23 and paid via PayPal. The order # was #**********. On 1/8/24 I requested a refund on one of the games and my request was approved. There was a message saying it could take up to 72 hours. It is not 1/18/24 and still nothing. I have attempted to contact support via the webstite and it was of zero help. I instead get a message after answering a few questions that chat, or calls are not available for my issue. I then posted in support forums where I notices many others having similar issues, but no actual answers aside from telling people to wait 3-5 business days from the time the refund is issued. As of now nothing on my Pay Pal, nothing deposited into my XBox account and the game shows up under my owned digital games, as we as showing up as owned in the store. It was however removed from my order history. If they don't wish to refund me anymore, then I would at least like the game re-addded to my order history on the website.
Business Response
Date: 01/23/2024
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 **********.

Microsoft Corporation
Customer Answer
Date: 01/23/2024

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:01/18/2024
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.
I had purchased on my account with my card that were not made by me. I tried getting them refunded and they refused even after appealing them and explaining it wasnt me. It was for digital coins. I do not play these games nor have I. It cost this company nothing to create them but they still refused to give me my money back. I cant afford to be losing out on this much money. And I dont see how a company as big as them could care less. I reached out to them many times and there is no one that is higher than the representative on the phone to speak to. Its a shame this is what happens these days, I dont understand it.
Business Response
Date: 01/23/2024

Hi *********************************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your purchase incident and refund request as to Roblox.
We reviewed further your account ************************ and found a time played of 22days and 4hrs with that cited game for that reason any refund cannot be provided.
We are sorry for any issues that this may have caused.
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/24/2024
I understand that game is being played. But it is not me. My son plays that game. I have not authorized any purchases. I have everything locked down with a passcode on mine and still things are being bought. I dont understand why it cant be refunded. That is a huge amount for a childrens game to just be taken without my consent.
Initial Complaint
Date:01/18/2024
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.
My Microsoft account was hacked 1/16/2024. I contacted Microsoft they could do nothing but tell me someone would be in contact within 24 to 72 hours. Meanwhile, my credit card info is currently on this account and exposed. This turn around in not acceptable and I need to be contacted way sooner. I have spent so much time and effort on this account that's also linked to my Xbox account. This is unacceptable I need help.
Business Response
Date: 01/23/2024
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 **********.

Microsoft Corporation
Initial Complaint
Date:01/17/2024
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.
Unknowingly had two Xbox or Game Pass accounts , but only One person in house my now 16 year old who games. I did what he asked thinking it was ok the way we set it up So I paid for an extra full year for an account that was never used, and when I realized I cancelled one billing but still have two accts until I can hopefully get a refund for the overbilling. But Microsoft has a no refund policy for any reason. And there is no way to reach Microsoft to resolve.
Business Response
Date: 01/23/2024
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 **********.

Microsoft Corporation
Customer Answer
Date: 01/25/2024

Complaint: 21160818

I am rejecting this response because:
Even though I mistakenly as a parent paid for a year's worth of duplicate account, ******************** insists that unless I told him that earlier, it could only refund only the prior 30 days if I told them a year ago!
Terrible policy considering their service is highly confusing,
So I'm out over at least a hundred dollars, no small amount for a service I never used at all.

Sincerely,

*************************
Business Response
Date: 02/02/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, The refund policy for Microsoft 365 allows customers to request a refund within 30 days of their subscription. During this period,a full refund is provided if the customer is not satisfied with the service.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/02/2024

Complaint: 21160818

I am rejecting this response because the process to set up an account for my minor son is so confusing that I set up two accts that I paid for for almost two years.
Is see from the surface accounts that one was extremely active with a lot of extra points and charges attitude which was my son and one of which was never even used and no additional charges ever requested. So it's not like I am trying to defraud anyone. I'm just trying to get back a whole year or more's worth of services that I paid for 100% yet used zero percent.
I know this is their policy but I think it is one of the most onerous policies I've ever heard ofm

Sincerely,

***********************
Initial Complaint
Date:01/17/2024
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 made a purchase on Xbox, played the game for ***** minutes, thought is was terrible, and requested an automated refund because they don't have people to call or deal with in person. I just found out today that my refund had been denied. They say because I had already had too many refunds. To the best of my knowledge I only received one other refund in 2023, out of over 102 purchases. This also goes against federal law. I want my 100% refund plus interest for 7+ months. Diablo IV - Ultimate Edition Request denied Denied on: 6/11/2023 Order number: ********** Service request number: ********** See details Details Customers are eligible for a limited number of refunds per year, and you've reached your limit for this year.
Business Response
Date: 01/23/2024
Hi *******,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your refund incident.
We reviewed further the your account **************** and did not find any order.
Could you please indicate us the account in which you made the purchase to review in a more detailed manner?
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/23/2024

Complaint: 21160754

I am rejecting this response because:

the information they are requesting is:
*****************
this is my email associated with my Xbox account.

Sincerely,

*****************************
Business Response
Date: 02/01/2024

Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau you game issues and refund request.
Thank you for the information.
We processed the refund on your account *****************

Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
If you need further assistance, feel free to visit Microsoft.com
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/01/2024

Complaint: 21160754

I am rejecting this response because: I paid interest over 6 months on this purchase, and microsoft needs to cover that cost. A $10 credit will suffice.

Sincerely,

*****************************
Customer Answer
Date: 02/07/2024
Your answer heavily favors the business that screwed me, they are s******* millions of consumers, and I AM NOT OK WITH THIS>
Initial Complaint
Date:01/17/2024
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.
Microsoft has me locked out of my account pending Verification of ownership . To verify user must use phone number on file . Unfortunately that number is old . The other way to verify is to fill out a form Verifying all information associated with account . Which you can only do twice a day . Ive been trying for 1 month to access the account using all the information i have. To no avail I still cant access it . Everything I worked on the pass Decade is gone in a blink of an eye .
Business Response
Date: 01/23/2024
Dear ***** View,

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 **********.

Microsoft Corporation
Initial Complaint
Date:01/17/2024
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.
for many years we have use microsoft office 365 email hosting service for our business for many years. we recently had an account hacked by someone that sent an unknown amount of spam from our users account. the hacked account received over **** undeliverable email messages so a lot more than that must have been sent. when we noticed this activity we first looked for unusual logins and found several from ************ (we are in new york). we directly changed our password, used the 'log out everywhere' function, reviewed mfa list and deleted unknown microsoft authenticaor, reviewed conenctors and rules for the domain. the attack stopped but we are now unable to send mail. we receive a 5.7.705 error which can only be reset my microsoft support after having researched and resovle the issue. we contacted support by opening a trouble ticket and they have failed to respond. at first they would only email us when the issue was about email not working. they since called after sumitting 4 trouble tickets each with multiple updates over a 48 hour peiod and they promised an quick call back that has not been received for hours.
Business Response
Date: 01/23/2024
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 **********.

Microsoft Corporation
Customer Answer
Date: 01/24/2024

Complaint: 21160219

I am rejecting this response because:
this canned response is just an additional insult after their horrible customer service.
if the business honestly wanted to "make it right" then they would acknowledge their failure, apologize, and clearly state what they intend to do to make it right.
Sincerely,

***************************
Business Response
Date: 02/02/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your frustration on the current issue, we have created a new case as the last one was closed, new case **********,please check your inbox for our agents email.

Sincerely,

Microsoft Corporation

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