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

5,657 total complaints in the last 3 years.
2,329 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/07/2024
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 paid for an Xbox ultimate gaming subscription which allows you so access certain feature via your console, pc or mobile device. Works fine on Xbox but on pc my subscription will not be honored. I tried to contact customer support but ******************** makes it nearly impossible to speak to an actual person over the phone to get this issue resolved. I used their automated system to request a call back and was informed that I would receive a call within 3 minutes and never recieved the call. I put in another request which stated a callback in 25 minutes and that call never came. I do t appreciate my time being wasted or my money.
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
Initial Complaint
Date:01/07/2024
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.
My Microsoft Surface Pro screen has been scrambling for years. I just discovered today that Microsoft had a recall on the product but I never received a notification. ******************************************************************************************************************************************* This issue has been affecting my daughter's studies. She felt dizzy looking at the screen and therefore cannot continue with her online class.I'm asking for a replacement of the device.
Business Response
Date: 01/12/2024
Dear Heowchng Ang,

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:
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.
Hello, Microsoft does not have any properly built software, nor does the customer support for their product. Windows and the updates they have ruin the customer's computers every year. I wish there would be someone else better than Microsoft. It is a time for change.Windows 11 after one year of use does not boot and there is nothing that works on the computer to recover it without loosing personal data. At first, I thought that it must be the hardware, but it is a software issue instead. Windows 11 has the same imperfections as each Microsoft product.To make this worse, Microsoft does not have any customer support available.
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

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:01/07/2024
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.
I have been trying since beginning of November to resolve an issue to get outlook to synch to my yahoo email. Five different service requests, many hours spent, with no resolution, and closure without my agreement, left hanging. For the latest 12/27, I was promised a call back to finish the fix, no call. You would think that Microsoft would have the ability/expertise and motivation to solve something like this immediately. This all started with a Microsoft update that disabled my office products. Probably to force me to have to repurchase office, which I did getting office 365. After getting office re-installed outlook would not sync to my yahoo email. I spent many hours with Microsoft techs trying to get it resolved. Several attempts at cleaning and reinstalls of office and at one point windows re-installed. Progress was made on latest 12/27 attempt. It worked when the tech setup a separate test login. So, it has to do with my user windows login. The tech offered me two options: use the new test login or fix the old login. I asked for my old login to be fixed, which the tech was convinced he could fix. He used the tool called **** to do an uninstall, and downloaded a separate re-install file. He was supposed to call me back next day to finish the fix. He never did. I had another tech finish the re-install, but the problem was not fixed. You would think at this point they could solve the issue. The tickets have all been closed. Totally ridiculous.My only option at this point is to use the new test login and transfer all the files needed from my old login, or buy a new PC. Many hours for me, while Microsoft continues to milk the consumer. Ill also be looking into a new computer running Linux.
Business Response
Date: 01/12/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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: 01/15/2024

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. Only if they follow thru.

Sincerely,

*****************************
Initial Complaint
Date:01/07/2024
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.
As a longstanding customer, my grievance centers on the blatant and unfair disparity in the treatment of regular players compared to select streamers and influencers, which has severely impacted the overall customer experience and satisfaction.Despite being a loyal customer, I, along with many others, have been subjected to ****** stringent penalties for standard competitive gameplay, while a specific group of streamers often perceived as informal ambassadors of Microsoft are blatantly exempted from similar rules. This unfair practice not only tarnishes the integrity of the product but also creates a profound sense of injustice and frustration among the regular player base. It is especially disconcerting to see these favored individuals engaging in actions like cheating, which typically warrant severe penalties, yet they remain unscathed and continue to negatively influence the game environment by encouraging unwarranted reporting against other skilled players.This situation reflects poorly on Microsoft Gaming's commitment to fair and equitable treatment of its customers, significantly diminishing the value and enjoyment of their product. The current state of affairs in Call of Duty is not only a breach of trust but also a failure in delivering a product experience that adheres to basic standards of equality and fairness.Therefore, I strongly urge Microsoft Gaming to take immediate and effective measures to rectify this situation. It is imperative that they enforce their policies uniformly and ensure that all players, irrespective of their influence or standing in the community, are treated with fairness and justice. Failure to address these concerns promptly may not only lead to further customer dissatisfaction but could also tarnish the reputation of Microsoft Gaming as a fair and responsible company.
Business Response
Date: 01/12/2024
Dear Night ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have received your feedback and will take it as an opportunity to improve our services.
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.
Purchased a Minecraft minecoins card at store During my 6 year old grandson unwrapping it on Christmas...he accidentally ripped off some of the pin numbers...the ********************** where I purchased it told me to call the number on the activation receipt....I called but number is just looping of sales pitches for insurance and such. I contacted Xbox code to content with no resolution...in out $20.....my grandson, his gift.....
Business Response
Date: 01/12/2024
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
Customer Answer
Date: 01/15/2024

Complaint: 21107366

I am rejecting this response because: there is no resolution within it

Sincerely,

***************************
Business Response
Date: 01/26/2024
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 agent stated we cannot provide a refund based on our policies and procedures. Our agent stated you need to go back to the store where you made the purchase to request a refund. Please follow these instructions to be able to address this case.

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: 01/26/2024

Complaint: 21107366

I am rejecting this response because:
The first step I took was getting ahold of the retailer in which I made the purchase. They told me to call the number on the activation receipt. I called many times but it was only a continuous loop of sales pitches...I then contacted the site on the card....code to content....they eventually just blocked me.... this led me to where we are now.... seems like a continuous loop..... I'm certain the 3 separate individuals involved in communication with me....cost more than the $19.99 card........ now I'm being told to go back to the retailer........?

Sincerely,

***************************
Initial Complaint
Date:01/07/2024
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.
Microsoft denied my refund for a defective game that was purchased on the online store for my Xbox.I purchased Cyberpunk ****: Ultimate Edition (Xbox Series X|S) and after a few days of playing my entire saved progress was deleted, after doing some research and looking at other users feedback that this is a common problem. Since the game does not work as advertised I request a refund. My refund was denied "Refunds aren't available for digital purchases that have been played or used." How would I know the game didn't work properly unless I played it first? Why is this game still available for purchase on the game store when thousands of users are having the same issue?.Microsoft is using predatory tactics to keep my money and it is unethical. All I'm asking for is a refund for the product that does not work.Order number: ********** Service request number: ********** Thank you.-****
Business Response
Date: 01/12/2024
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
Initial Complaint
Date:01/05/2024
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.
So I have been playing on Xbox for 5-7 years and have spent at least 500 dollars on this account. It brings me so much nostalgia and just helps out in life its like something I can depend on. They have completely kicked me off with no warning or anything. I was in the middle of a party talking to my friends and they kicked me off. Its been a few months and still no details to this case. I have tried plenty of times to contact representatives, and completely nothing. I have been checking daily for any reason or detail that they would give me to be banned. I would like a full refund of everything that is on the account, and more as how much time of my life I have put into this thing. I have spent countless of days maybe even months online and I don't understand why they would do this to a loyal customer. I'm really in a tough situation and it would be lovely to kick back and play some good old Xbox with the boys. If the evidence matches it they can give me a permanent communications ban even, I just need everything back on the account. I have tried plenty of methods and this has come to be my last resort. It would be lovely for a reason at least, it could have been fraudulent or not me which makes this even more undeserving. Thank you for taking the time to read all of this if you have and it would be greatly appreciated if you guys could be of any assistance. Thank you and have a nice day.
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: 01/13/2024

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: 01/13/2024

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: 01/13/2024
So I have continue to contact you due to the fact that my case has not been resolved all Microsoft did is give me a case numberer ***********). I would like to continue to follow up this case throughout the BBB as this is where I have had the most progress thank you. So if possible could you guys continue the case and help me understand what to do. Have a good day.
Business Response
Date: 01/24/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau we wanted to let you know that our agent has sent you an important an email.Please check your email inbox for the latest communication from our agents.

Microsoft Corporation
Customer Answer
Date: 01/25/2024

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: 02/14/2024
So its been awhile since theyve responded to me after I have sent a verification email to verify the account is mine I am worried I wont be getting an email back as it has been 2 weeks now. Im just worried theyve given up on me so the case still hasnt been resolved, just reporting back to you guys thank you.
Customer Answer
Date: 02/18/2024
Hey there the complaint has still not be processed with the microsoft agent, I would like to continue this case against microsoft as they have not resolved it. I have been left un-communicated by microsoft for the past two weeks, after I had sent them the verification process they still have not answered for almost half a month if there is anything you guys can do it would be appreciated thank you.
Customer Answer
Date: 02/21/2024
Can I reopen the complaint the results are unsatisfactory I am really desperate, they have left me hanging with no communication, still banned unfairly with no reason or anything, thank you.
Business Response
Date: 02/23/2024
Dear *************************,

Thank you for informing this information to us, we will contact the agent for them to contact you back,please watch your inbox for new email. If you do not get a reply back please follow up this email and we will create a new case on your behalf.

Sincerely,

Microsoft Corporation
Business Response
Date: 02/29/2024
Dear *************************,

Thank you for informing this information to us, we will contact the agent for them to contact you back,please watch your inbox for new email. Your new case number is **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:01/05/2024
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 spent $20.98 on the game call of duty black opps 3 zombies chronicles edition through a Xbox gift card on 12/15/2023 on the account *********** as a gift for the account Ky07#****. it has been about a week and a half and the game is still not purchased under the account Ky07#**** and i either want my money back or for Microsoft to purchase the game on her account in return.
Business Response
Date: 01/12/2024
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
Initial Complaint
Date:01/05/2024
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.
Cannot get customer support.I have a problem with my account and when I use online help the help bot tells me there is no problem.
Business Response
Date: 01/10/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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