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

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

• 

  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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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:01/11/2024

  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 was told by MS support and the MS ********************** a rep would be reaching out and help resolve the issue with content that has been removed by MS as the developer that I would get a refund. These credits have not been provided and am questioning the ethics of the behavior or if MS is aware of this issue. I'd like to speak to someone from America as I have spent over 25 hours on the phone with MS support to no avail. Please advise

  Business Response

  Date: 01/18/2024

  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:01/11/2024

  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 canceled my Xbox live subscription a year ago. I currently have no active account with ********************** but on January 6th I was charged for a subscription. I have talked to a person twice and been told that my account is inactive yet my account has still been changed and there has been no refund issued nor have I had any return contact as promised. I simply want my money refunded for the unauthorized charge to my debit card. I never gave permission for this charge and I had actually rescinded permission when I went through the process of canceling my subscription.

  Business Response

  Date: 01/16/2024

  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.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:01/11/2024

  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 ordered a game through the Microsoft online store for my Xbox. Ive never had any issues before purchasing digital games and Ive even gotten refunds on said games in the past. The game I purchased on 12/26/23 hasnt been played once because the game keeps crashing and half the content wont download. Of course I requested a refund and keep getting the same response that the game cant be refunded because its digital and they dont refund played or consumed games. *** appealed the decision at least three times and keep getting the same generic message back. Order number: ********** Service request number: **********

  Business Response

  Date: 01/17/2024

  
  Hi *******************,  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your game incident.

  The timeframe for refund request is 14 cays after the date of purchase, we decided to provide the refund.
  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

  If any other issues arise you may contact us at  Microsoft Support and one of our support representatives will be happy to provide further assistance.

  Sincerely,?   
  Microsoft Corporation.

  Customer Answer

  Date: 01/17/2024

   
  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:01/11/2024

  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 a volume licensing agreement purchased from **** which entitles me to copies of Windows 7, 8, 8.1. These licenses were updated to windows 10 during the free upgrade window. One of my workstations had a motherboard failure. This resulted in the license not longer working. I contacted ******************** they said they don't allow the reactivation of these product keys and I need to purchase a new version and reinstall my OS.When I purxhasd these license and made the upgrade I was led to believe by Microsoft that this would not be an issue. **** can't assist me as they only sell the product. I currently have a machine that can't be activated and has the permanent activation failure prompt on the screen. This prevents me from using the computer.

  Business Response

  Date: 01/16/2024

  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

  Customer Answer

  Date: 01/16/2024

  I cant accept that response since there isn't anything listed.  

  Business Response

  Date: 01/25/2024

  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 this case has been closed as our Windows support team stated you would need to purchase a new license, as the one you have is no longer valid. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution as this is based on our policies and procedures.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 01/25/2024

  The person who was responding to this case was clueless of everything.  She had no real response and said to just contact regular support.  I mentioned what I already tried in the case but no one read that.  

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed up for Microsoft 365 ****************** I could sign into everything with no issues except for OneDrive. I would go to OneDrive and enter in my email and password and then it will use the authenticator app and ask for the 2 digits. I enter in the correct 2 digits and then it takes me back to the page asking for my password and so I enter that in and then it goes right back to the 2 step verification process over and over in a never ending loop. I thought I could fix it by removing my account from the ********************** authenticator so I can just use my email and password. Now I can't log in at all. It asks for the code sent to the authenticator but my account is no longer hooked up to the authenticator so I can't get the code. I also can't file a claim with them because customer service sends me to links for admin support and to file claims but you need to log in to do those things. Please help, I do not want to have to create a new account as I already have information on my apps that I need to have access to.

  Business Response

  Date: 01/16/2024

  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:01/10/2024

  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.

  Microsoft has been charging me twice for the monthly subscription. The only reason I have chosen this option is there is no way to contact them directly about this issue. I have been trying for two days to find a way. No chat option or phone call option. All I want is to talk to someone to get this straightened out.

  Business Response

  Date: 01/15/2024

  
  Hi ****,  
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your charges concern and refund request.

  We proceeded to review further your account ****************** and as a goodwill gesture refunded one of the order since no duplicate charges were found
  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

  If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.
  We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

  Sincerely,?   
  Microsoft Corporation.

  Customer Answer

  Date: 01/23/2024

  So they gave back only $16.99 and then took $16.99 more. All with my subscription cancelled, so Im not sure what Im paying for. They havent even responded to my email about the first and continued issues. No money was technically given back at all. 

  Business Response

  Date: 01/26/2024

  
  Hi ****,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charges concern and refund request.
  We proceeded to review further your account ************************** and as a goodwill gesture refunded one of the order f7c234ab-7b41-4c7b-9250-f0b36c820804  since no duplicate charges were found
  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
  If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.
  We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.
  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:01/10/2024

  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.

  Microsoft through Windows update offered a bios update for my HP computer and it has not functioned since = black screen DESKTOP-FCK622O OS Edition Windows 11 Home Version 2009 OS Build 10.0.22621.2428 System type HP ENVY TE01-1xxx RAM 16 GB Serial number ********** Product specifications Product name HP ENVY Desktop TE01-1254Bundle PC Subcategory Desktop and All-in-One Sub brand ENVY Product number 319K2AA UNSPSC code ******** UPC number ************ 1 HP - ENVY ********* ***** Core i7 - 16GB Memory - 1TB SSD HP - ENVY ********* ***** Core i7 - 16GB Memory - 1TB SSD Model:319K2AA#ABA SKU:6477685 Quantity:1 Item Total:$1,012.79 Product Price:$959.99 Sales **** ************************ Purchase Date:Mar 02, 2022 =Best Buy Delivered on Mar 4, 2022

  Business Response

  Date: 01/15/2024

  Hi *******************,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your desktop incident.

  We proceeded to review the serial number and there was not any result and also there was not any purchase in the last 90 days.
  We recommend you contact Microsoft technical support at Microsoft.com to get further assistance.
  .
  Sincerely,?   
  Microsoft Corporation.

  
  

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21119890
  
  I am rejecting this response because: the computer was damaged and is non-functional, it was caused by a bios update which Microsoft had as a update through it's Windows update platform, because the bios update was faulty the computer  will not boot up and is stuck with a black screen, It is clearly Microsoft's fault for offering a bad bios update, the serial number was taken from the privacy dashboard which gives a description of the device, it was purchased from Best Buy,  Microsoft should have a record of the serial number since it was listed in the privacy dashboard for the device, I must stress that I have not found any available information anywhere out there on how to fix the bad bios update Microsoft offered. This was a good device and had many years of useful life left on it until this incident occurred 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/26/2024

  Hi *******************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your desktop incident.
  As indicated, we proceeded to review the serial number and there was not any result and also there was not any purchase in the last 90 days.
  We recommend you contact Microsoft technical support at Microsoft.com to get further assistance.
  .
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21119890
  
  I am rejecting this response because: The bios chip was corrupted by Microsoft's faulty firmware update and needs to be reflashed manually or replaced.  HP has no useful repair information or parts available. I am contacting the *** about this matter.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/10/2024

  Please see receipt attached.  Please remember Microsoft's faulty Windows bios update was responsible for making this computer unusable. The computer was NOT purchased from Microsoft but came with the Microsoft Windows 11 Home operating system.

  Business Response

  Date: 02/16/2024

  Hi *******************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your desktop incident.
  As indicated, we recommend you contact Microsoft technical support at Microsoft.com to get further assistance.
  .
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21119890
  
  I am rejecting this response because:

  
  Business is not supplying acceptable contact information preferably a phone number of a person I could contact. I have no idea of how to contact a technical support person.

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

  Business Response

  Date: 02/23/2024

  Hi *******************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your desktop incident.
  We recommend you follow this, so that you can get in contact with the technical support team.

  Microsoft 365 **************** and Support - ******************** Support

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

  
  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:01/10/2024

  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.

  Microsoft365 appears to be keeping me from connecting to my WiFi. Also, I need to delete old Microsoft profiles, but Microsoft keeps saying that Im failing security questions. My complaint is that I have no way to perform any tasks, since Microsoft is stating that they cant identify me. I have no way of speaking to a person either.I simply cannot resolve my issues without technical support from Microsoft.

  Business Response

  Date: 01/15/2024

  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:01/10/2024

  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.

  For about a year I have been calling Microsoft about manufactures defect issues with this $500 console I bought from Microsoft! I have spent )1,000s of dollars buying new head sets , new controllers, new external hard drives resetting wiping my systems , giving them remote control of my system ! You name it I tried it per request of Microsoft support teams . And every ticket I put in they tell me to do these things and to give it time to see if issues will happen again . Now I said from day one I think I know the issue and simple updates wont work and I needed a system replacement covered under warranty ! They refused and kept telling me to try other things first . Now its been a year jumping through there hoops doing it there way and now my warranty is past and they wont help me unless I give them $300 ! Brand new consoles in retail with a yr warranty sell for $300 I told them . But they dont care to hear it !! I need your help this company just screwed me ******** and with out your help I will be stuck with this system and no resolutions that make sense ! They are the reason Im past warranty ! If they listened to me from the start I would not be writing this letter .! Please help and ************** tab is asking for cost paid . In total to the company I have invested trying to fix this issue around 1700$ but I paid $500 for the system it self

  Business Response

  Date: 01/15/2024

  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:01/07/2024

  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.

  Microsoft locked my wife's email account. We filled out the account recovery form and were told it could take up to 24 hours for a response. It has been well over 24 hours and no contact from Microsoft. I just spent the last hour trying to contact Microsoft through their "so called" support system with NO success. Trying to contact them is even harder than trying to figure out my federal taxes. For being one of the leaders in the tech industry, you would think they would make it easier to access a support system.

  Business Response

  Date: 01/12/2024

  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: 01/12/2024

   
  Complaint: 21110444
  
  I am rejecting this response because
  I have not been contacted by a Microsoft representative. I have questions. I am requesting an actual phone call. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/19/2024

  Dear *******************************,
  
  We would like to inform you that one of our agents has sent you an email regarding your query. Please check your inbox and spam folder to ensure that you have received the email. If you have not received the email, If you have any further questions or concerns, please do not hesitate to contact us. We are always here to help.
  
  Microsoft Corporation

  Customer Answer

  Date: 01/20/2024

   
  Complaint: 21110444
  
  I am rejecting this response because:I never received the phone call I requested.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/30/2024

  Dear  *******************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, We have checked your escalation and see our agent has tried to contact you via email and phone. Please check your inbox for our agents email and feel free to reply to any of them.
  
  Microsoft Corporation