Business Profile

Computer Software Developers

Microsoft

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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

5,343 total complaints in the last 3 years.
2,131 complaints closed in the last 12 months.

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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:08/07/2023
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.
I purchased a laptop in May 2023. It never arrived. Microsoft has failed to refund my money. I filed a complaint with PayPal and received the cost of the laptop less sales tax. Microsoft still owes me $136 for sales tax. After no less that 40 calls and attempts they keep saying they can't help and the case is under review. It has been 4 months and they have effectively stolen this money with me and they are using bureaucracy to avoid paying me. Its not the money its the principal. I have waisted so much time on this. The case number is **********.
Business Response
Date: 08/16/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm the case is still active and being worked on. Please contact our agent to receive a resolution. If theres no answer, we will provide further assistance to get this matter solved for you.

We will monitor your case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/17/2023

Complaint: 20435955

I am rejecting this response because:

They said they are working on resolving yet they already said they will not process the refund and to talk to PayPal. PayPal says talk to them. Their response was disingenuous as the timing was past their response.
Lost here.

Sincerely,

*************************
Business Response
Date: 08/25/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we were able to confirm the information you stated is correct. Please attempt to address this matter with PayPal while we investigate internally if we can issue a compensation for this matter.

Please get back to us with the PayPal response so we can state our final resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/29/2023

Complaint: 20435955

I am rejecting this response because:

I spoke PayPal and they declined additional support.
Business Response
Date: 09/06/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We concluded our investigation regarding your refund request of $136 for sales tax, and determined we cannot move forward with this request, as the cashback was processed by PayPal. We understand this isnt the resolution you had hoped for, but we cannot provide further assistance. Once again, if you want to move forward with this request, this matter can only be addressed by the PayPal support team.

Considering this information, we will be closing this complaint as theres no further action we can take. We wont be answering further concerns regarding this matter.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/07/2023
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 ordered a studio surface laptop on 7/25. It said 4-7 business days until I would receive it. I never received the laptop so I tried to get an answer to which I was told it had something to do with my bank. I called my bank and they said that was not the case so I contacted them again and got an honest answer from an agent saying that the laptop was actually not in stock although they took my $1600. It was impossible to get a hold of anybody on the phone. I was continuously lied to by multiple agents and even managers. Because of this, I will not have my laptop in time to start my engineering courses and Im very upset about this, but even more upset by the malicious intentions from Microsoft and how they treat their customers. I have so many more details to say, but I have already spent my whole entire day off dealing with this, so I have to end it here.
Business Response
Date: 08/14/2023
Dear **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/07/2023
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.
Dear sir/madam,I have tried incessantly for the last two years to retrieve my emails at *********************** through Microsoft. I have used that email for many years and just cannot remember the password. My account is blocked. I am now facing possible criminal investigation in *** ****** regarding someone that was murdered in a home I owned. The person killed had sent emails that the investigators want to see in an attempt to find out possible suspects. The emails would have come from *************************, also Genocard. Emails would have been sent to ******************* and *************************** I also sent emails to *********************** and ******************************* in sent and received. I also sent and received emails to medical facilities, film companies, and agents. The name *********************** was based on an album I made - that was my singing name so there may have been emails to people in the music industry. Some of the passwords used would be fall007. It is linked to **************************** but I cannot access that account either. If i am forced to go to court where shall I send the lawsuit that represents your company? A registered letter was sent to Microsoft email department with no response. I even sent a 2 page copy of emails addressed between ********************* and my other email, *********************************** Microsoft's continual refusal to open up my email may cost me a huge fine and jail time by not furnishing the ************** in Rio, copies of email sent and received through my ********************* email address.
Business Response
Date: 08/15/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Email account access. We understand your frustration about the current issue and want to make it right, please visit **************************************************************************************************************************************************************** and follow the steps on the website to recover your account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/15/2023

Complaint: 20433340

I am rejecting this response because:
My situation cannot be resolved in Microsoft's help center! We have done everything to retrieve vital emails for the last 2 years. Nothing accept filing a lawsuit and having a Judge force Hotmail to release my emails.
We have sent so much proof, a bank would allow to allow us t

Sincerely,

***********************
Customer Answer
Date: 08/16/2023
We have entered the 'help' portal several times to retrieve emails for several years and sent Microsoft a letter with document proof that *****************com is my email that I have used for years. One day Microsoft sent an email wanting my log in and password. It was always automatic in my laptop/cell phone (which was stolen) Therefore I could not remember my pass code for over a decade ago.
I tried everything and I just cannot remember. Then Microsoft wanted me to remember the subject line ,a list of all emails I sent, numerous pass codes, what was the exact date I applied for an email, the exact address.
I even sent several pages showing emails I sent and received from ********************* as long at Microsoft uses Bots, this will never be resolved. I desperately need to forward numerous emails, to assist the ************** police murder investigation. There are heavy fines and jail time for obstructing an investigation in Rio! Also I have a major law suit in ******** and need emails from 2007 and onward from a *************************,
*************** and netmanagers@ ,etc.
Banks do not have such security! I will be forced to *** if this is not resolved.
Thank you, ***********************
**************
Business Response
Date: 08/22/2023
Dear ***********************,

We thank you for attempting the Form we have sent, due to the nature of the issue we will put you in contact with one of our customer service agent to help you with the authentication process, however you might have to re do this form as a way to ensure ownership of the account, please remember that we take security very seriously and want to keep you safe.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 09/20/2023
**************** has not helped to solve this unconscionable situation. Over the years,I have provided a large amount of proof that I am the subscriber of ********************* I have sent names, and emails to your company and a registered letter with proof that I am *********************** and have used billybarr for over 19 years!
user name and pass word were put in automatic mode. This is why I do not remember them.While I was in ****** your company wanted additional proof about the account. However I could not remember my pass word!
Now I am returning to Rio. There is vital information about a murder investigation in Rio. The detectives need emails from a ***************************; ************* genotek,etc. sent to me and a ***************** They may charge me with obstruction of justice if I do not deliver them. Also I have a case against a company and its developers ************** in ********, *******************************, ************************, etc. Attached is more proof. If you continue to hold my emails hostage, I will be forced to have a Judge force you to allow me to use billybarr. Also I will hold Microsoft liable if I am arrested for not providing the ************ with the emails.Please send this to your highest supervisor immediately.
***********************
***********
20430 **********
Winnetka, **. 91306
************************************
Customer Answer
Date: 09/23/2023
Now Microsoft has blocked my account so I cannot try to put in a passcode (that I could not remember) There auto responder will not approve my information to allow me to create t a new password, etc.
Next week I will start a law suit to protect myself when I return to Rio without info.from my ********************* email.
I will be fined thousands of dollars by the Brazil federal police for "Obstruction of Justice".
I have notified Microsoft by registered mail, and through the BBB. numerous times. They do not sincerely care about their customers. (I have been with them over 25 years)
They have so many customers and can afford to be arrogant. Has this happen to you the consumer?
Business Response
Date: 09/27/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account access issue. We understand your frustration, we will put you in contact with one of our Relationship Managers, they will contact you directly to the email you provided on the BBB platform.

Sincerely,

Microsoft Corporation
Business Response
Date: 09/27/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account access issue. We understand your frustration, we will put you in contact with one of our Relationship Managers, they will contact you directly to the email you provided on the BBB platform.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/29/2023
Microsoft never had a specialist call me as they indicated in their last reply. I am available from early morning to late at night. I am now blocked out of any attempts to give Microsoft other information to retrieve my thousands of emails they are holding hostage.
Business Response
Date: 10/06/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, one of our Relationship managers have contacted you via email, please review your inbox for their email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023
Microsoft/Hotmail continues to frustrate a 20 year plus customer by having him fill out security details no one can remember, on 4 occasions! i just want to get a new password. It has been almost 2 years since I have been blocked from using my email!
There are medical information the police need in their Rio investigation, There are vital Documents for a law suit in ******** and replies for distribution of a feature film!
Google, *********** of America never requires such details to retrieve a pass word. I really fill sorry for anyone loosing their password on Hotmail/outlook . Be sure you can remember dozens of emails you sent and what you put in the subject line and
frequency of emails and names of senders and recipients, personal information, etc. so they can make a profile or possibly share. This is nuts. Now I have to make a complaint with *********************** the Washingtion Attorney general, sue ********************* offer my
story to every news paper in *******. All of this tedious work is just to change a password! Come back ******************* your company needs you.
Customer Answer
Date: 10/12/2023
A live person has never contacted me!!
Business Response
Date: 10/20/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, We have reviewed your case and see that you did fill up the recovery form, unfortunately this is the only way we have to ensure the ownership, this is a Microsoft policy.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/23/2023
*******
You finally admit that you received several filled out forms proving that I am ***********************, the owner of *********************. and ********************* So it is your obligation to allow me to add a new pass word and possibly new log in. Your company's refusal to release my emails will cost me hundreds of thousands of dollars in my Malausian law suit and stiff fines in Rio if I do not corporate in giving numerous correspondence with the man killed in my rio home and a potential killer or someone who knew the killer. There were many emails forward to me from him (*********************************, Genocard,etc) regarding this man.
Microsof will be held liable for any financial losses, arrest for obstruction of justice, etc.. Why do you keep refusing to allow me access with documented proof mailed to your office and supplied proof sent about 4 times on your recovery site? Is this a witch ****??
***********************
Please publish so other email owners who are in the same situation can also file with the Washington state Attorney General, BBB, file law suits, and numerous other sites to stop witch hunts!
Initial Complaint
Date:08/07/2023
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.
I signed up with microsoft advertising a month ago. At first, they were very cordial and promised to help. They promised to give me a coupon for $500 which they never did. Instead, they kept delaying my campaign because of bugs in their UET tag helper, very slow response, advertising advocates that had no idea of the state of my campaign, absolutely no help in setting up the campaign, and many other issues. Their advocates could not answer even the simplest of questions and always relegated them to their specialists, who took days and weeks to respond. Their website is full of bugs that couldn't even accept a valid credit card, no provisions for PayPal or Bank ACH. As a result, I had over **** clicks during the month, with zero conversions, although, during this time, I got many conversions with my ****** organic search.Finally, because of their own incompetence, and their inability to help me, they decided to take all my money and audit my website contents. They said that my math education website presents "high risk to consumers and other advertisers". This is a service that advertises adult services and ****, yet, a website to help children learn math is a "high risk to consumers and other advertisers". What is even more alarming, is that the company which allegedly is committed to transparency (at least according to their own guidelines) could not come up with a single reason why they regard my website as "high risk to consumers and other advertisers". According to them, revealing their reason for closing my account forever, would pose a privacy and security violation.This is a complete SCAM. This company is fraught with incompetent and illiterate employees and signing up with them is a complete waste of money and time. Do your own research, before signing up, but, you will end up in the same state that I am in, today.
Business Response
Date: 08/15/2023

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

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Bing issues.
After further review, we found you have recent case **********
This case is being worked, please feel free to contact the person who is handling it for further updates.

Feel free to visit Microsoft.com to get further support.

Sincerely,?
Microsoft Corporation?
Business Response
Date: 08/18/2023
Hi ***************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing issues.
After further review, we found you have recent case **********.
This case is being worked, please feel free to contact the person who is handling it for further updates.

Feel free to visit Microsoft.com to get further support.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/21/2023

Complaint: 20433266

I am rejecting this response because:
My account has been locked out since 8/6 and there is nobody actively working on this case. Nobody from Microsoft has even reached out to me since I filed this complaint.
Sincerely,

***************************************
Business Response
Date: 08/24/2023
Hi ***************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing issues.
After further review, we found you have recent case **********.
This case is being worked, please feel free to contact the person who is handling it for further updates.

Feel free to visit Microsoft.com to get further support in case your issues have not been properly resolved.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/30/2023

Complaint: 20433266

I am rejecting this response because:
After two weeks the account is still suspended. The ticket proposed by Microsoft has an associated email (attached here) which says that the decision is final and they consider the issue closed.
Microsoft is a complete mismanaged company. The advocates don't talk to each other and their database is not updated or accessible to all their advocates.

Sincerely,

***************************************
Business Response
Date: 09/11/2023
Hi ***************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing issues.
We are sorry to hear that, however we stand with the seniors response.

We are sorry for any inconvenience that this may have caused you.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/11/2023

Complaint: 20433266

I am rejecting this response because:
Microsoft took two months to settle this account, and I suspect it's stil not settled. I also suspect that they suspended my account for reasons of racism or shovenism. Had they suspended my account and told me the reason, I would have not complained. But, since they didn't, it could be anything.

Sincerely,

***************************************
Business Response
Date: 09/18/2023
Hi ***************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing issues.
We are sorry to hear that, however we stand with the seniors response.

We are sorry for any inconvenience that this may have caused you.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/18/2023

Complaint: 20433266

I am rejecting this response because: Respondent failed to prove that the service was rendered properly. They wasted two month and $400 of my money and didn't even apologize.

Sincerely,

***************************************
Business Response
Date: 09/21/2023
Hi ***************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing issues.
We are sorry to hear that, however we stand with the seniors response.

We are sorry for any inconvenience that this may have caused you.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/07/2023
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.
I got the Norton Anti-Virus from the Microsoft store for a free trial. I did not like it and tried to cancel many, many times. They ahve been charging my credit card every month $10.59 (Microsoft*Norton Security425-6816830 WA) and WHen I can actually get someone at Norton they instally say I need to contact Microsoft since it was through their store. They do not answer but automated voice points me to their website where there is no place to cancel. Can you pleae help me?
Business Response
Date: 08/11/2023
Hi ****

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your charges with the antivirus.

After further review, based on the order history of the account ****************** there is not any recent purchase.

Could you please provide the correct Microsoft account in which those charges tool place to investigate further?

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 08/14/2023

Complaint: 20432854

I am rejecting this response because: I get a charge from Microsoft*Norton Security425-6816830 WA for $10.59 every month. I have a pdf attached showing this. I have never wanted to use this product as I use Defender.

Sincerely,

*****************
Business Response
Date: 08/21/2023
Hi ****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding charges 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:08/04/2023
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.
Microsoft uses planned planned obsolescence on their Xbox remotes. The remotes are scheduled to break once every **** months.I purchased the an Xbox Elite Wireless Controller Series 2 in May of 2022. It has broken 3 times for the exact same issue. Each time it has broken it has been 2-3 months outside the warranty. Microsoft has charged me for each repair.They do this so they can charge you $79 a year to repair the remote, like a recurrent charge.A resolution would be to: (1) put a warning label on each remote notifying consumers that the remote is only meant to last for **** months, (2) offer an elite remote option that lasts for more than 12 months, and (3) refund my last two $79 repairs.Repair History Timeline:June 27, 2021 Resolution: Retired Remote Issue: Broken Right Bumper Order: ********** December 19, 2022 Issue: Replacement Remote for $79 6 Month Warranty Broken Right Bumper Serial: ************** Order: ********** Tracking Number: 1ZW8597X9018077405 August 4, 2023 Resolution: Sent New Remote for $79 90 Days Warranty Issue: Broken Right Bumper Serial: ************** Order: CO96FUWM0CAL/********** Tracking Number: ?
Business Response
Date: 08/09/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/04/2023
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.
This week, I mistakenly canceled a pre-order on my account, as I thought I had purchased the wrong version. After that, I'm suddenly unable to purchase anything. I reach out to support for help and suddenly I get an email saying I cannot purchase anything further; no details as to why. Since then, I've contacted Microsoft for more help and always end up getting the same automatic email about suspicious activity on my account. I literally do not have any enforcement or suspensions CURRENTLY on my account, and I never have, so this does not make any ounce of sense. I want someone to tell me what's actually going on and have my account reinstated. I've had it for years and never had any problems until this week.I've also included screenshots of my most recent three purchases from the Xbox store, the only things I've purchased in the last 6 months, and I would really like to know what's suspicious about any of these. Along with this are my conversations with agents this week.I was given an option of creating another account and gifting my main any purchase; I won't be doing this, as I don't even know why I've been blocked on my main account and I don't feel comfortable giving Xbox any more of money until I actually know what's going on.
Customer Answer
Date: 08/08/2023

Hi,

I just wanted to follow up on this and provide additional information. I've had further contact with their support channels, which still have been less than helpful. With this situation, I was told that my account was blocked from purchasing anything due to suspicious activity on my account. After more tooth pulling, I was able to get clarification that this was because I had attempted to purchase something multiple times and it wouldn't go through.

Their support team said this was due to an issue with my debit card, but reassured me that this was a minor problem and could be easily fixed. Since then, their support team has continued to give me the run around, and at times, have blatantly lied or misled me about this case. Repeatedly contradicting themselves.

For example, today, one of their agents *****, reassured me that this would be resolved. I had asked what to do in case the escalation was denied again, and he said to reply to his email once I received the resolution, so that we can continue to further fight this. When I filled his instructions, he instead walked back on his previous promise and lied. Even when presented with screenshots, and attempting to warp my original question that I asked. I have been beyond appalled as a longtime customer, by the level of indifference and aloofness within this situation.

They also falsely claimed that I had opened disputes against Microsoft with my bank, which is not true. No disputes have been opened with my bank and I have no requested refunds for any times that I have purchased through their store besides one.

I reached out to my bank to confirm if this was in fact an issue on their end, and they responded that all Microsoft transactions were being approved on their end, and the actual problem resided on Microsoft's end. Meaning they are the reason that any transactions were being failed or denied.
I have included more screenshots of my disappointing interactions with their support channels, as well as proof disputing their claims.
Customer Answer
Date: 08/08/2023
These ZIP files also include more information from my end.
Business Response
Date: 08/17/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issues. 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: 08/20/2023

Complaint: 20423374

I am rejecting this response because:
Again, Microsoft has provided no help or answers, despite all of the evidence I gave them.
Their Support Advocate, *******, provided no actual support; other than sending the same copy and pasted response I was originally getting from the agents.
I wasted an hour of my time on the phone with her, providing as much explanation as I could, only to get no help.

Sincerely,

***********************
Customer Answer
Date: 08/21/2023
The agent they put in contact with me, ****************, closed my request rightafter I asked her to provide more information and help.
Business Response
Date: 08/30/2023
Dear ****,

We contacted ******* and see that one of our teams have suspended the purchase, ******* had sent you an email with more details of this situation,please review said email and contact our agent directly.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/01/2023

Complaint: 20423374

I am rejecting this response because:
I sent ******* an email weeks ago, but she never responded. My issue was never addressed, explained, or solved by her.
I was told the issue was because my debit card had declined a pre-order and it set off a security flag. The escalation team has repeatedly denied to help, despite this.

Sincerely,

***********************
Initial Complaint
Date:08/03/2023
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.
I purchased an XBOX X Series on March 4, 2023, on March 5, 2023 I purchased a 3 year Microsoft Complete plan for the XBOX Series X. A few days ago the controller stopped working for the XBOX, I went through all the troubleshooting steps and nothing worked so I need a new controller. Microsoft tells me that the controller that came with the XBOX Series X is not covered under Microsoft Complete even though the documentation for Microsoft Complete says on page 4 of 9 that controllers and accessories that were packaged with the XBOX are covered. Microsoft wants me to buy a $60 controller for something that is covered by their Microsoft Complete warranty, feels like a total scam and I shouldn't have to argue to get them to hold their end of the deal. While Microsoft drags their feet I am stuck with a console with a controller that doesn't work and no way to play it without purchasing a new one. Again, feels like a total bait and switch scam. I paid for an extended warranty and they won't honor the terms. Today, they wasted an hour of my time, wouldn't transfer me to a supervisor. The supervisor was doing "paperwork." What does this even mean? Microsoft knows that their consumers are stuck, I basically have to buy a new controller now to enjoy the XBOX that I bought, or I'm out the money for the XBOX."BUNDLE PRODUCTS: When purchased as a single, in-the-box package (an Xbox Product Bundle), Coverage for up to two (2) Xbox standard controllers OR one (1) Xbox Elite controller is also included under this Plan (as applicable and included in Your Xbox Product Bundle purchase)." I will attach the terms of this agreement to the complaint.Additionally, the XBOX Series X says its warranty ends on 8/02/25, this makes no sense I purchased a 3 year Microsoft Complete plan on March 5, 2023 and the console on March 4, 2023, this plan should run until March 4, 2026. It's sad I have to waste my time on this.
Business Response
Date: 08/09/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********. We will monitor your support case through resolution.
We see that advocate ******* emailed you on August 8th. Please review her message and reply directly to her if you have questions or need additional information.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 08/09/2023

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:08/03/2023
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 June 23, 2023 and June 29, 2023, I initiated 4 trade-in orders with a Microsoft partner, **********(2 on each day). At that time, they were valuing the phones at $313.20, which was a great price for a few phones I had lying around. I sent in my devices as instructed using the provided shipping labels. They received 3 of the 4 devices within a week or so and one device was damaged/lost by ***** (which is the second part of this complaint).The devices were processed by ********** within a week and I received emails from them stating that the devices were accepted and I would be paid the $313.20 within 2 weeks. The first email arrived on July 7, 2023. It has been nearly 4 weeks since that date and I have yet to receive any payout. I have reached out to the company on multiple occasions asking about the payout and only received very vague responses stating I should receive payment soon. And then on August 1, 2023, they emailed me stating that they had a "database error" and that the price I would be paid out on one of my orders was going to be reduced by over $200 to $112.50. Per their terms and conditions:"the Company reserves the right to make adjustments at any time in its sole discretion, but will honor all offers accepted, even if prices, products or offers subsequently change."I have emails clearly stating that they are accepting the offer and I will receive payment within 2 weeks. They are not honoring their own terms and conditions. Furthermore, the company also stated that they filed a claim for the damaged/lost device I sent in. I attempted to file myself but was denies as I was not the "shipper" since they provided the label. I received 2 emails back from ********** regarding the claim, stating that they are waiting on more information. It has been 3 weeks since they supposedly filed the claim.At this point, I emailed them to just send me back my devices and I am not receiving any responses and cannot get a hold of them via phone either.
Business Response
Date: 08/09/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your ********** trade-ins. We contacted ********** on your behalf and they informed us that they have been in communication with you and will be confirming your payment information and return tracking information as soon as it is available. They have sent additional information to you 8/9/23 and are expecting a resolution by the end of the week.
Please continue to work with ********** associates toward a resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/09/2023

Complaint: 20418906

I am rejecting this response because: ********** has not been in communication. I reached out numerous times last week and finally received a single response today and again it was just a vague message. They did not even mention the ***** claim that they supposedly filed. My device was lost/damaged and I cannot file a claim as I am not technically the shipper.

Sincerely,

***************************
Business Response
Date: 08/16/2023
Dear ***************************,
Thank you for your response. We reached out to ********** again on your behalf and have shared their response below. Please continue to work directly with ********** through resolution and/or if you did not receive the communications they mention below.
Sincerely,
Microsoft Corporation
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Yes, we have had continued communication with them from Aug. 9th through Aug. 15th for the orders related to this email address. We provided additional details regarding the resolutions on payments for items able to be processed here, the details for the shipment claim filing and the payment of that approved claim, and the return tracking number for one item requested to be returned.

Other orders related to different email addresses from this same customer were communicated separately and paid or provided return tracking numbers for the items requested to be returned.
Initial Complaint
Date:08/03/2023
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.
Microsoft ****** has a bunch of phone lines with.a phony computer assistant that hangs up the call and never transfer you to support ! I have a month y subscription I pay for and my account shows all the devices I have on the account yet they continually lock me out and say I dont have a subscription *********** off line asking me for s product code ! Or telling me to log in on the computer when Im not on the internet!Then when I call for assistance Im hung up on !I already verified my account on my phone device but ****** let me log in and the online prompts take you in a circle ! I think MS ****** should be fined for failing to provide phond support ! First of all they have a monopoly on products and make billions of dollars but cant provide actual technical phone support maybe the *** should fine the company for malicious business practices
Business Response
Date: 08/08/2023
Dear Justicia *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding difficulty reaching support. Microsoft transitioned to a digital experience for support in an effort to connect customers to the appropriate support team as quickly as possible. Customers have the option of online chat or requesting a scheduled callback.
We would be happy to create a support case on your behalf. Please provide us information as to the product or service you need assistance with and also a description of the issue.
We look forward to your response.
Sincerely,
Microsoft Corporation

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