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

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:08/22/2023

  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 paid for Microsoft office in 2010 buying a disc version of the software. It states that it can be installed on up to 3 computers with no time limit on when this can be done. I did installed the software on 1 computer in 2010 and never put it on another one until attempting to install it on my son's laptop for school on 8/22/2023. The product key came back invalid according to Microsoft. I attempted a phone call and was told they needed my email to access the account and my computer. I asked him why he needed this information and I was told that it is their process and that's just how it works. I told them you don't need any of that to answer the 1 question I asked when we started the phone call which was can I install my 2010 version of Microsoft office from a disc on a Windows ********************************************************************************************** that I needed to put the product key into my computer. I proceeded to do so and while doing so was hung up on by Microsoft's customer service representative while it was all recorded.I've come to the conclusion that they won't do anything unless I pay for my product again. A product I already paid for mind you that I only used 1/3 of and was garunteed to be able to use 100% of.My only option now to get office which is required for the online school is to pay for Microsoft's new office software that I don't want or need. It won't even let me install Microsoft office from the disc it automatically downloads Microsoft 365 instead of installing what I put on my pc.

  Business Response

  Date: 08/29/2023

  Hi Joy 

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Surface Replacement issue. A senior member from the Microsoft 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:08/22/2023

  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.

  *** continued getting numerous emails for an Xbox account when I have never created one and if you go on the website, they make it basically impossible to get someone to call you back unless you can sign into the account which I cant do because I didnt create. Im not interested in deleting my personal Microsoft accounts because I work in Teams and do not want to do that but I dont understand where this Xbox account named *************** came from and will take legal action if I dont get assistance

  Business Response

  Date: 08/29/2023

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

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your request. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.

  Sincerely,?

  Microsoft Corporation?

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20506868
  
  I am rejecting this response because:

   

  Microsoft has not reached out 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/01/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your complaint, we see that our Tier 3 advocate ************************* has been working with you on this issue. He is waiting for the response of the requested assistant.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/22/2023

  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 08/21/23, I received a 48 suspension for my Gamer Pic, which is a pic of a car!! I was online playing and winning against a group and its obvious this group minutes after I went offline filed an erroneous complaint since they lost. I have a pic of a CAR is not offensive. I want this suspension investigated and any/ALL penalties erased after its proven and known a CAR is offensive.This policy makes not easy to implement a 48 hour suspension without REVIEW and then leaves with a negative incident and NO WAY too appeal the suspension since its shorter than when an AGENT can even review the case.I want 1 month CREDIT of Xbox live Pass ultimate credited to my account or equivalent gift card credit for such a terrible way to do business and leave a gamer or any gamer without recourse.Gamer tag BigC Devious, email listed is one used for my account.

  Customer Answer

  Date: 08/25/2023

  I have clearly given evidence to the Appeal process and respectfully request a copy of my ORIGINAL APPEAL REQUEST on 2 cases accusing me of posting inappropriate messages and gamer pic.

  This is evidence I forwarded to your staff stating the clear facts of the **** that used my account in an act of Fraud and Defamation of my character.

  Up to this point, unfortunately, Microsoft, has not fully investigated this incident.  In doing so, you would see the login was from that users IP address, not my IP address or physical address.

  Please take appropriate steps and conduct a full investigation that would easily prove my facts are the truth.  This is about more than a suspension, but an attack on my character and morals.  I do not take these allegations lightly,

  Please forward a copy of my appeal and further investigate what actually occurred.  I'm attaching copies from emails after my appeal today.

  Respectfully requested.

  Customer Answer

  Date: 08/25/2023

  i have reached out to ***** ****, Head of Xbox Safety at Microsoft, and gave him factual information about this malicious attack on my reputation.  I am hopeful this coulkd bring this to resolution.

  Respectfully,

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

  Customer Answer

  Date: 08/27/2023

  I am attaching my receipt showing I have prepaid until June ****, which should indicate my support as a customer going forward and the amount I should be REFUNDED if my reputation is not restored after a thorough investigation of screen name "Arotationz" is the person responsible for maliciously and fraudulently logging into my account out of some sort vengeance to ruin my reputation.  A thorough investigation would easily reveal the ** address used and location of where this user is routinely logged in from Vs my ** address and location I log in from, proving me innocent and deserving a clean slate of all erroneous suspensions/strikes due to the act of another.  I have prepaid a total of $343.85 for Xbox Game Pass Ultimate subscription.

  Respectfully submitted,

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

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

  Business Response

  Date: 08/31/2023

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your suspension. We understand your frustration about the current issue and want to make it right, please contact the enforcement team at enforcement.xbox.com submit the case for review and the team may consider a compensation.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/22/2023

  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.

  I'm a Bizspark Graduate With My Bizspark ID my other extenuating circumstances are the fact my life was threatened in my community for being a Microsoft Startup I was given Windows CE access which probably made me a member of the Windows CE program but was never told about the *********** Premium Program with I should have access too in this program. I would like a Ratial subscription of Bizspark and I authorized the BBB to collect my records from Southwest ******** Mental **************** Clearview, and ******** Grumman. There is no date on the agreement.

  Business Response

  Date: 08/29/2023

  Hello *********
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau.

  Let us provide you with this link for you to get assistance.
  Category   ********************* (powerappsportals.com)
  *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  
  Scroll down and click on submit  support ticket to get assistance and follow the instructions.
  
  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:08/21/2023

  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 purchased a Surface Go laptop from Microsoft last year. I paid an additional $200 for a 3 year warranty. My device stopped charging two weeks ago so I filed a warranty claim. I mailed my device to ********************. They claim to have repaired it and shipped it back to me, but I never received it. I would like a full replacement of the device I never received back or a refund of the original purchase price and the warranty. I attempted to call Microsoft multiple times but was unable to reach a human being.

  Business Response

  Date: 08/29/2023

  ***************,

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Surface Replacement issue. A senior member from the Microsoft 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: 08/29/2023

   
  Complaint: 20504078
  
  I am rejecting this response because: the response from the business advised me to file a police report.  I am not doing that because no crime was committed.   FedEx delivered my package to the wrong house, as I have verified with photos, Fed Ex's admission, and screenshots of my Ring camera for the entire day in question.   I filed a complaint with FedEx.  They retrieved the package and delivered it to me last Friday.    The laptop still does not charge whatsoever.   
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/01/2023

  ***************,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Surface Replacement issue

  Based on the previous case number ********** one of our agents indicated that he could create another exchange request for you to replace the defective unit.

  Feel free to continue working with him towards a resolution.

  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20504078
  
  I am rejecting this response because:  Microsoft has so far failed to provide me with a functional laptop for more than a month now.   I will accept that the complaint is resolved only when that occurs.   Judging by the staggering incompetence of your customer service and repair team thus far, I am skeptical that that will happen at all.  I shipped the defective laptop back today.   I was told a new one was being shipped out almost a week ago but it has not arrived.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/14/2023

  ***************,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Surface Replacement issue
  We understand you.

  As mentioned , based on the previous case number ********** one of our agents indicated that he could make another exchange request for you to replace the defective unit.
  Feel free to continue working with him towards a resolution.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:08/21/2023

  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 recently been notified of suspicious activity on my Microsoft account. I attempted to log in but I needed to verify device to do so. Although the additional email has since been deleted and when choose to have the verification code sent to my phone, the text never comes through. Ive attempted to file for a call back from tech support but in order to do so I need to log into my account. Same issue when trying to chat online. I also attempted to used the other verification option but after filling out the information needed, I would receive an email stating that it was determined I did not pass verification. I cannot get a hold of anyone to rectify this issue and will soon disputing the monthly subscription I pay for that I am not able to access.Please help me.

  Business Response

  Date: 08/30/2023

  Dear ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account activity. 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:08/21/2023

  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.

  August 10th, 2023 is the day that Microsoft decided to lock my email account because I could not recover my password.That day I purchased a new phone and couldnt use Face ID any longer to access my Microsoft email account.My email account it ********************* I have tried all methods offered by Microsoft to recover my account and I keep being told that their automated system will not allow me to verify my account to unlock it and update my password.I am not able to access very important emails any longer and this is causing me huge money loss, medical concerns, legal issues and real estate issues to say the least.Can you please have Microsoft allow me to access my email account and update my password and my account recovery information?That would be greatly appreciated.It shouldnt be this difficult to verify your account when you are the actual person that owns the email account!

  Customer Answer

  Date: 08/28/2023

  Can I please get an update on this issue?
  

  I have not received any response in 2 weeks and my email account is still not resolved.

  I need a resolution on this asap.

  Please advise.

  Business Response

  Date: 09/05/2023

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

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.

  Sincerely,?

  Microsoft Corporation?

  Customer Answer

  Date: 09/13/2023

  My complaint has not been resolved at all.

  in fact, Microsoft did not offer any alternate solution to resolve the matter.

  Microsofts attention to this matter is pathetic and unsatisfactory.
  

  in fact, this has been the worst interaction I have also had with better business bureau as well.

  in The past BBB would pay attention to the issue and get resolution.  This time around I dont feel that I have been supported in any way whatsoever by BBB or Microsoft.

  obviously this Is my email account and I have had it since sometime in the 90s, however Microsoft doesnt care to help me retain it nor does BBB.
  

  if this doesnt get resolved I will have no choice but to take this public to show the lack of care and respect these 2 organizations have in trying to resolve such a simple concern.

  Without even a human phone call to help resolve the concern neither!

  Very Sad to situation to say the least!

• Initial Complaint

  Date:08/20/2023

  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 reaching out today to try and seek help for my account recovery. Theres a lack of care and ability to help accommodate me when trying to do so via The Microsoft support team. The customer service is just terrible. Its been tiresome Ill I want is to have access to the account Im currently paying for that I havent been able to for months.Id be happy to further describe the issue through a phone call and help get this issue resolved. Thank you.

  Business Response

  Date: 08/29/2023

  Hi ***********************
  Thank you for contacting us, please refer to this article on our support website ********************************************************************************************************************************************************************* will help you recover your account on your own, meanwhile, we will open a ticket with our Customer support team to help you with the charges.
  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:08/20/2023

  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.

  Hi BBB Team,My Request is to seek urgent assitance from MICROSOFT ONEDRIVE SUPPORT - to urgently assist in recovering ALL my folders which have disappeared spontaneously from my local drive. I have always done manual/local ****************** from my phone to my PC by usbC wire, and always kept all picutres in locally saved folders on my PC drive. Last month, I did another manual backup to free my phone before going on vacation, and something happened with onedrive, which looked like it was starting to backup on the cloud, but I was in a rush and couldn't waste time figuring out what was happening. I figured there would be no harm in letting it do whatever anyways, as I felt safe with my hard drive saved folders. Today, I'm trying to do another backup of my phone's picture, and realize ALL my of photo folders have disappeared. They're not in recycle bin, not in OneDrive, it's impossible to find a history restoring point, impossible to find them anywhere. Years of my life have completely disapperead, which is extremely traumatizing.After hours of internet research, and browsing on the useless MICROSOFT/ONDRIVE forums/so-called support paged, I had to download a EASYUS DATA RECOVERY WIzard software, which seemingly managed to scan and find all of these folders under a ONEDRIVE folder path, but I would need to pay $70 to upload to the PRO version, in order for it to actually try to recover them. It means these lost files are indeed saved somehwere and recoverable.I'm appalled to see how difficult ONEDRIVE is to navigate and absolutely scared to see that it spontaneously made folders disappear,, and SWITCHED my local hard drive locations to OD location, without easy solution to go back. I am requesting urgent assistance to have my folders fully back to my local PC hard drive, and assist me in stopping this OD **************** which seems to always restart despite multiple attemps to CLOSE the software. Best, ******** ********************

  Business Response

  Date: 08/28/2023

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

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your request. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.

  Sincerely,?

  Microsoft Corporation?

• Initial Complaint

  Date:08/20/2023

  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 the 27th of June I used the Microsoft Trade in program to send two of my ******* Galaxy Z Flip3 5G - 128GB for an agreed price of $313.20. I sent the phones to Microsoft using the shipping label they sent me and on the 10th of July, I received an email saying the items were received and that I would receieve an update within 15 days. On the 14th of July I then received another email saying that the items were evaluated and that "you will be receiving your payment of $626.40 within the next two weeks.". I never received any form of payment for the items I sent to them and it is only on the 3rd of August that Microsoft told me that there was a pricing error in their system so they are adjusting the trade in-value for one of the devices that I sent to $112.50. It is August 20th and still haven't received any word on receiving my payment which I find is extremely shady especially after changing the pricing on my item AFTER the items were "processed" by them. It is also ridiculous that even though I sent two identical models of phones that both passed their "inspection" that they are only paying me the agreed price on one of the phones, even after they had told me that "As such, you will be receiving your payment of $626.40 within the next two weeks." (Email received on the 14th July).

  Business Response

  Date: 08/25/2023

  Hi ******,
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft trade in program and pending money.

  We requested further review and assistance as to your issue.
  We will update whether via email or via Better Business Bureau about the outcome.

  Sincerely,?
  Microsoft Corporation?