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Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Microsoft has 93 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Microsoft

      1 Microsoft Way Redmond, WA 98052-8300

    • Microsoft

      1 Lone Tree Rd S Fargo, ND 58104-3911

    • Microsoft

      10222 Mci Dr N Pinellas Park, FL 33782-6102

    • Microsoft

      4643 S Ulster St Ste 700 Denver, CO 80237-2865

    • Microsoft

      5335 Wisconsin Ave NW Ste 600 Washington, DC 20015-2054

    Customer Complaints Summary

    • 5,229 total complaints in the last 3 years.
    • 2,084 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 getting alot of updates and have tried to turn them off because my data i have to buy and the updates are messing up my computer and the screen goes blank and dos windows stacked on home screen when loading and the computer is no longer operating as it once has after installing updates and takes longer to come on, I no longer want these kind of updates that are tearing up my computer and making it operate slow and i have to run restore sometimes.

      Business Response

      Date: 06/09/2023

      Hi *****, 
      Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Windows updates issues. 

      In this case we suggest you this link Troubleshoot problems updating Windows - Microsoft Support / *****************************************************************************************************************************************  

      Also, if required you can visit Windows technical support and ask for further assistance.  

      Sincerely,? 
      Microsoft Corporation? 

    • Initial Complaint

      Date:06/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Getting daily phishing and spamming emails from Microsoft 365 customers. Cannot get it to stop. Have reported to Microsoft 40 times now and they still continue and I have never received any replies.They do not have live people to talk to. I cannot get reply. HOW DO I STOP THIS ILLEGAL ACTIVITY??104.47.55.100 104.47.55.100 104.47.55.107 104.47.55.168 104.47.55.170 104.47.55.172 104.47.55.177 104.47.56.170 104.47.56.170 104.47.56.170 104.47.56.171 104.47.56.171 104.47.56.171 104.47.56.173 104.47.56.176 104.47.56.43 104.47.57.168 104.47.57.169 104.47.57.173 104.47.57.176 104.47.58.100 104.47.58.102104.47.58.104 104.47.58.168 104.47.58.169 104.47.59.168104.47.59.170 104.47.59.171 104.47.59.174 104.47.59.174 104.47.66.45 104.47.70.101 104.47.70.106 104.47.70.109 104.47.73.46 104.47.74.46 40.93.10.21 40.93.10.23 40.93.10.38

      Business Response

      Date: 06/12/2023

      Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit  ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.


      Sincerely,


      Microsoft Corporation.

      Customer Answer

      Date: 06/12/2023

       
      Complaint: 20141928

      I am rejecting this response because: This does not help.  This is the same phone number that asks if you are "Home user or business user".  I am neither.  I am a victim of YOUR customers.  

      HOW do I contact YOUR company to have this illegal phishing and spamming from your 365 network stop????

      Your phone numbers and websites are of NO VALUE.

      THIS IS WHY I CONTACTED THE BETTER BUSINESS BUREAU.

      I am still receiving phishing and spamming emails daily from your network.  

      HOW DO I STOP IT??  

      WHO CAN I CONTACT???


      Sincerely,

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

      Business Response

      Date: 06/20/2023

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

      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: 06/26/2023

       
      Complaint: 20141928

      I am rejecting this response because:

      I have received 10 emails just today.  From Microsoft customers.  This problem has not slowed down and I have not been given a real way to report these issues and have them stop.

      I was contacted by your company but not given a resolution or a path o stop this.

       

      So I ask the same questions to you...

      How do I stop this????

      Who can I report this to???

      Who will actually help me???

       

      These are all IP's report to Microsoft so far.  Over 100 emails sent as examples.  HOW CAN I GET THIS TO STOP???  

      104.47.51.44
      104.47.55.100
      104.47.55.100
      104.47.55.107
      104.47.55.168
      104.47.55.170
      104.47.55.172
      104.47.55.177
      104.47.56.168
      104.47.56.169
      104.47.56.170
      104.47.56.170
      104.47.56.171
      104.47.56.173
      104.47.56.176
      104.47.56.177
      104.47.56.43
      104.47.57.168
      104.47.57.169
      104.47.57.173
      104.47.57.176
      104.47.57.177
      104.47.58.100
      104.47.58.102
      104.47.58.104
      104.47.58.168
      104.47.58.169
      104.47.59.168
      104.47.59.170
      104.47.59.171
      104.47.59.174
      104.47.59.176
      104.47.66.44
      104.47.66.45
      104.47.66.46
      104.47.66.47
      104.47.70.100
      104.47.70.101
      104.47.70.103
      104.47.70.106
      104.47.70.108
      104.47.70.109
      104.47.73.173
      104.47.73.46
      40.93.10.21
      40.93.10.23
      40.93.10.23
      40.93.10.25
      40.93.10.38
      40.93.6.13
      40.95.21.143
      40.95.21.155
      40.95.31.154
      40.95.32.147
      40.95.36.140
      40.95.37.167
      40.95.33.158
      40.95.33.153
      40.95.22.146
      40.95.38.147
      40.95.22.176

      40.95.21.167

      40.95.38.185

      40.95.22.169

      40.95.37.162

      40.95.21.184


      Sincerely,

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

      Business Response

      Date: 07/11/2023

      Dear *******,

      Your new case number is **********, we have opened this case with our technical team to investigate your issue and deliver a solution to you.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/25/2023

       
      Complaint: 20141928

      I am rejecting this response because:


      I have submitted 103 different abuse IP addresses to Microsoft and well over 100 reports of abuse, without anyone reaching to to me about a solution.

      There was one employee who reached out, but then told me there was nothing they could do to help out since I was not using Microsoft Email.  This was around 6/28/23.  

      The abuse continued after this interaction.  No one has reached out me about this situation since the initial response that went no where.

      Terrible communication and support through this whole process.  Just like this most recent response that said nothing but giving a ticket number to nothing at all.  

      No replies, no solutions.  Not acceptable.

      Sincerely,

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

      Business Response

      Date: 08/07/2023

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

      We understand your frustration about the current issue and want to make it right, we will investigate the previous cases and the work our agents have done,thank you for your feed back on our customer service, as per now please try to reach another connection with one of our agents visit ******************************************************** call ************.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 08/08/2023

       
      Complaint: 20141928

      I am rejecting this response because:

      This is almost the same response as your original one two months ago.  After all this time we have made zero progress to help resolve this.  I still get almost daily phishing and spam emails generating from the Microsoft 365 Network.  There has been 125 IP's reported to this company.  See below.  Over 200 emails  No replies.  No acknowledgement. No Action.

      Now after two months you ask me to start over doing what cause all of this in the first place. Calling a number that does not help or reporting to a source that does nothing.  Terrible customer support.  Even worse item support.

      HOW DO I STOP THE ILLEGAL ACTIVITY FROM MICROSOFT'S CUSTOMERS?

      104.47.51.44
      104.47.55.100
      104.47.55.100
      104.47.55.107
      104.47.55.168
      104.47.55.170
      104.47.55.172
      104.47.55.177
      104.47.56.168
      104.47.56.169
      104.47.56.170
      104.47.56.170
      104.47.56.171
      104.47.56.173
      104.47.56.176
      104.47.56.177
      104.47.56.43
      104.47.57.168
      104.47.57.169
      104.47.57.173
      104.47.57.176
      104.47.57.177
      104.47.58.100
      104.47.58.102 
      104.47.58.104
      104.47.58.168
      104.47.58.169
      104.47.59.168 
      104.47.59.170
      104.47.59.171
      104.47.59.174
      104.47.59.176
      104.47.66.44
      104.47.66.45
      104.47.66.46
      104.47.66.47
      104.47.70.100
      104.47.70.101
      104.47.70.103
      104.47.70.106
      104.47.70.108
      104.47.70.109
      104.47.73.173
      104.47.73.46
      40.93.10.21
      40.93.10.23
      40.93.10.23
      40.93.10.25
      40.93.10.38
      40.93.6.13
      40.95.21.143
      40.95.21.155
      40.95.31.154
      40.95.32.147
      40.95.36.140
      40.95.37.167
      40.95.33.158
      40.95.33.153
      40.95.22.146
      40.95.38.147
      40.95.21.167
      40.95.22.176
      40.95.38.185
      40.95.22.169
      40.95.37.162
      40.95.21.184
      40.95.46.140
      40.95.33.146
      40.95.31.146
      40.95.38.177
      40.95.47.142
      40.95.32.155
      40.95.31.185
      40.95.31.148
      40.95.33.167
      40.95.45.165
      40.95.45.178
      40.95.20.177
      40.95.47.144
      40.95.37.159
      40.95.33.143
      40.95.34.155
      40.95.37.188
      40.95.48.188
      40.95.20.171
      40.95.38.174
      40.95.21.154
      40.95.37.173
      40.95.45.145
      40.95.45.188
      40.95.37.152
      40.95.32.143
      40.95.46.150
      40.95.32.150
      52.103.136.14
      40.95.21.183
      40.95.35.161
      40.95.37.74
      40.95.31.72
      40.95.21.185
      40.95.21.71
      40.95.36.40
      40.95.21.74
      40.66.41.231
      40.95.32.48
      40.95.45.157
      40.95.22.140
      40.95.33.160
      40.95.48.69
      40.95.48.159
      40.95.37.58
      40.95.38.65
      40.95.48.185
      40.95.37.75
      40.95.45.186 
      40.95.35.152
      40.95.38.171
      40.95.38.175
      40.95.37.144
      40.95.47.151
      40.95.34.171
      40.95.38.153
      40.95.22.143
      40.95.38.172
      40.95.47.184


      Sincerely,

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

      Business Response

      Date: 08/22/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Phishing issue. We understand your frustration about the current issue, please keep reporting the emails on your email platform and we will take actions, however this might take time due to the amount of ip addresses youve listed, if its possible you might have to use an alternate email address at this time, this way the spam notifications arent affecting your daily life.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 08/23/2023

       
      Complaint: 20141928

      I am rejecting this response because:

      This has been going on for 3 months now.  Obviously to keep sending in email to Microsoft has proven to be unhelpful. We are at 190 individual IPs have bene reported.  Many multipole times.

      The phishing emails still come daily, after emailing in over 200 examples.  NOTHING HAS HELPED.  

      This reply is terrible and does not help because it is lazy.  

      HOW CAN I STOP THESE ILLEGAL EMAILS FROM MICROSOFT CUSTOMERS?????

       

       

       

       


      Sincerely,

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

    • Initial Complaint

      Date:06/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, my name is *********************** *******. I've lived at the same address for over 20n years and have bought products from Microsoft over the years. At some juncture, it seems I can't access my account and the phone is number is an old number I have no access to. I would like help in gaining access to my account again. The account help page is quite lacking for options.

      Business Response

      Date: 06/08/2023

      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: 06/09/2023

       
      Complaint: 20140979

      I am rejecting this response because:

      I need help with other methods of verifying.

      Sincerely,

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

      Business Response

      Date: 06/19/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your compromised account. 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 our agent informed you the steps you need to take to be able to re-gain access to your account. We understand this isnt the resolution you had hoped for, but this is the procedure you need to follow to retrieve your account. Please follow these instructions to fulfill your request. We will be closing the case as theres no further assistance we can provide regarding this matter.

      We consider this complaint as closed and wont be answering further concerns regarding this matter.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:06/03/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Date of Payment: May 4th, 2023 Amount: $16.53 They locked me out of the account, even though I have all the correct username and password information, so I have been unable to utilize the subscription services. They don't offer the ability to speak or email a representative and only offer terrible AI based assistance which does not help.

      Business Response

      Date: 06/08/2023

      Hi ************;

      Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues. A senior member of our 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:06/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 copy of Microsoft Windows 11 Home on 05/31/2023. I activated it on my new PC, and everything worked fine. However, on 06/03/2023, I simply upgraded the **** of my motherboard, which caused my Windows to become deactivated. I tried all the troubleshooting tools provided by Windows, but none of them worked. Frustrated, I decided to contact customer service and was given case number **********. An agent called me and attempted to resolve the problem, but essentially just repeated the steps found on the Windows help page, yielding no positive results.The agent then informed me that they would transfer me to the Windows activation department or a similar department. I patiently waited in the line for 20 minutes, but unfortunately, nobody answered my call. Finally, the agent informed me that something went wrong with the transfer and advised me to hang up, assuring me that he would call me back within 5 minutes. Regrettably, he never followed through on his promise.As someone who has been using Windows for over 20 years, this experience has been extremely disappointing. My Windows operating system remains deactivated, and I am unable to find a real human customer service agent to assist me with resolving this issue.

      Business Response

      Date: 06/08/2023

      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:06/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Microsoft Game Pass subscription that was set up on reocurring payments. Well they would start 10 days early trying to get their money and would hit the bank 10 times a day until they got paid. So I called customer service about this issue because everything the automated system would get paid they would restart my subscription on that day causing me to lose about 7 to 8 days of service each month. So customer service told me to not pay it on the due date and to start the service again on a date of my choosing to move the due date to stop them from hitting my bank 10 time a day for 8 days and to keep the due date on the same date. So I did that in Dec of 2022 but my due date on their end still says the 25Th of the month when it's really due on the 3rd of each month. They owe my 48 days of game pass as I have lost 8 days a month since Dec 2022. I have a screen shot of the payment that was made on Dec 3 2022 changing my due date to the 3rd. I also have a screen shot of the game pass app it's self saying it autorenews on June 3 2023. They cut me off for none payment on May 26 2023.

      Business Response

      Date: 06/09/2023

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


      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game Pass subscription. 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 **********.


      Case notes indicate that auto-renew had been turned off and the subscription cancelled when they reviewed your account. The advocate advised that you restart the subscription at the desired date. Please continue to work with the advocate toward your resolution.


      We will monitor your support case through resolution.

      Sincerely,


      Microsoft Corporation

      Customer Answer

      Date: 06/21/2023

       
      Complaint: 20139126

      I am rejecting this response because:

       

      I have contacted them several times after this email. It is apparent they dont care!

       

      Sent from Mail for Windows



      Sincerely,

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

      Business Response

      Date: 07/03/2023

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

      Thank you for your response. We have messages in to the Accounts and Billing team leads to get more information about your complaint. We apologize for the delay. 

      We expect a response from them by July 7, 2023. Please reply back at that time so we may respond to your complaint through the BBB portal. 

      Sincerely, 

      Microsoft Corporation

      Customer Answer

      Date: 07/07/2023

       
      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:06/02/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 valid license to ******************** Office Professional 2019 through a reseller years ago and have been using it since. Today, I encountered a problem in Outlook and used the recommended online repair option to see if might fix the problem. After a while, a message popped up that about encountering an error. I closed that window and discovered that Microsoft Office Professional 2019 had vanished from my personal computer. This is tantamount to theft and vandalism.My entire body of work, purchases and finances have been kept in Microsoft Office and now I have no way of accessing any of my data, to include the email that confirms my purchase of Microsoft Office Professional 2019.I have done nothing wrong and certainly don't deserve this treatment. I expect Microsoft to remedy the situation by restoring the Microsoft Office Professional 2019 that they removed from my computer without authorization.

      Customer Answer

      Date: 06/05/2023

      I have resolved the issue #20138224. Thank you for your help!

       

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

    • Initial Complaint

      Date:06/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 the second time in a month my elderly neighbor has been locked out of his Outlook/Microsoft account for no reason. He does not remember his password or PIN#, does not send out emails (which are required to use the online password reset form) and his phone number with Microsoft is a landline; thus he is unable to receive a text to reset his password or PIN. I have again spent nearly 4 hours trying to help him and reach a call center or Online Chat person for assistance to no avail. The links on Microsoft's website do not work to get me to Online Chat or any assistance in this case. It should not be this hard to get support for anyone; especially the elderly. His name is ************************* and his email is *********************************** I will help him update and document his info, once back online, so this does not happen again. Please have someone contact me.

      Business Response

      Date: 06/08/2023

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


      Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your neighbors account recovery request.

      Please visit ***************************** to provide information necessary to confirm they are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 06/08/2023

       
      Complaint: 20137168

      I am rejecting this response because:  the owner is unable to use the online form due to his lack of use in sending emails, which you require a user to list recently sent emails.  Other items required ate also a challenge for him and the phone you have is a landline; thus he can't receive a text.  Online will not work.  We need to speak to an agent/representative.

      Sincerely,

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

      Business Response

      Date: 06/15/2023

      Dear ****************, 

      Thank you for your response. We will need to contact your neighbor directly to assist with the account recovery. Please provide your neighbors Microsoft Account email address and their contact information (phone and alternate email address). 

      Sincerely, 

      Microsoft Corporation

      Customer Answer

      Date: 06/22/2023

       
      Complaint: 20137168

      I am rejecting this response because: I  prefer dealing direct with Microsoft and not through a third party, given personal information.  In addition, the customer is currently ill and unable to do this himself.  I'm unsure of next steps at this point..

      Sincerely,

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

    • Initial Complaint

      Date:06/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Date of Transaction: 9-29-22 Money Paid: $1,576.72 Purchased a Surface Pro 8 from Microsoft, financed through their Citizens Pay financing option. Soon after due to a work change I requested and was approved for a refund. I dropped the box off where I was recommended drop off location. Aparently it was not processed after that. Appears like it may have been lost. It shows as 'Return in Progress'. Been trying to work with Microsoft but they have not been helpful. I have no idea where this device is and as far as I am concerned once I dropped it off where their customer service told me it is not my responsibility. Because the refund didn't get processed, Citizen Pay has been expecting payment and has now been charging me late fees and has applied a bunch of miss payments against my credit. So my credit score has dropped significantly because of missed payment which I need to get removed from my credit report. I need help if possible getting this done. Attaching as much info as possible.

      Business Response

      Date: 06/07/2023

      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:06/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 for several hours to speak with a live agent for support. The website assumes everyone has a Microsoft account and requires you to login in to even see any support options. It also has you jumps through hoops and spends hours of your own time searching through articles hopes you'll figure out your own issue. The phone number does not work as it just sends you to a robot which can't understand anything and then hangs up on you. I'm a human and deserve to speak with a human not a robot. The robot does not accept touch pad responses. Its sad the companies as large as Microsoft will do everything for the masses to buy their products then they hide behind every barrier they can to not provide adaqaute support to its customers. This just slows down the process of actually getting issues resolved. Please have someone call me or provide a number where i can reach a live agent.

      Business Response

      Date: 06/08/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau. We are sorry to learn you have had difficulty reaching support and would be happy to create a support case for you. 

      Please share the product or device you need support for and also a problem description so we can be sure to get your request to the appropriate team. 

      We look forward to your response. 

      Sincerely, 

      Microsoft Corporation

      Customer Answer

      Date: 06/08/2023

       
      Complaint: 20131927

      I am rejecting this response because:

      I'm working with a **** Precision **** and recently upgraded to Windows 10 Professional. The ** did not activate. We bought 5 windows 10 pro licenses over a year ago that we never used so I tried to use one but received a message stating it failed because it didn't support the change in product service. I have since got the laptop to activate the ** based on the license built into the machine and not with the licenses we purchased. So part of the main issue is resolved but what remains is no direct way to contract Microsoft to get help in a quickly fashion. Your system simply hangs up if it's not provided with the exact limited options it requests, and neglects the fact that we do not live in a one size fit all society. In the future, how do we get connected with help swiftly? 


      Sincerely,

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

      Business Response

      Date: 06/15/2023

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

      Thank you for your response. In answer to your question "In the future, how do we get connected with help swiftly?", your best resource is to visit: ************************************************ to receive assistance via chat support. 

      If you still need assistance with your Windows 10 Professional licenses we are happy to create a support case for you at this time. Please let us know if we can be of further assistance. 

      Sincerely, 

      Microsoft Corporation

      Customer Answer

      Date: 06/21/2023

       
      Complaint: 20131927

      I am rejecting this response because: i don't believe you are registering what I'm getting at. I have tried to contact you on several occasions, but you are hidden behind a robot system that does not work, or maybe it does work because it prevents people like me from getting the help we deserve while a large company like Microsoft hides behind a flawed system, so it doesn't have to support its products or customers. I should not have to deal with a robotic system just to speak with a human, especially one that's not capable of understanding and simple hangs up when it doesn't receive the limited answers it wants. I also should have to be logged into a Microsoft account in order to submit a ticket for support. So again, how to contact Microsoft directly without going through the system you are hiding behind to get help swiftly. 

      Sincerely,

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

      Business Response

      Date: 06/29/2023

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

      Thank you for your response and candid feedback. We understand that customers have expressed frustration in trying to reach our frontline support advocates. 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 do not offer the option of dialing a live agent via phone to initiate a support request.

      As the BBB is not a support channel, it is important that customers attempt to reach support prior to filing their BBB complaint. 

      As mentioned previously, if you currently have a support need, we are happy to create a support request for you. 

      We understand your frustration with our support options and have shared them with our leadership team. 

      Sincerely, 

      Microsoft Corporation

       

      Customer Answer

      Date: 07/11/2023

       
      Complaint: 20131927

      I am rejecting this response because your response does not provide any solutions and does not address the previous statements i have made. For example, you mentioned there is a chat option, that's not entirely true because in order to use the chat options, you must be logged into an account. Logging into an account to use the chat option does not work for everyone. You mention directly calling an live agent is not an option which is not what i asked for. This also confirms you are listening or fully understanding the root of the issue. your digital robot system does not work properly and does not understand all concerns so when presented with something it doesn't understand, it simply hangs up. Thats frustrating, so when i look for other to get help, there is none because you forced people to be logged into an account to use the chat option. So your digital robot forces customers to fit their issues into its limited options and when you don't, it hangs up. Your chat is not option unless you agree to be forced to logged into an account. Where does that leave me? Can't you see your model isn't working out. Do you care about just the majority or do you want to have fair options for everyone. 

      Sincerely,

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

      Business Response

      Date: 07/27/2023

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

      Thank you for your response.  With regards to your statement that in order to use chat options you must be logged in to an account, the best customer support experience occurs when the customer is logged in to their ******************** Account. It allows the advocate to provide a more customized support experience. Most customers who seek support for a technical, hardware or Microsoft Account issue are already using our products/services and therefore have a Microsoft Account.

      Support is still available without logging in to a Microsoft Account. Support will be in the form of troubleshooting articles.  For example, if your issue is regarding Windows 10 activation you could type that into the search bar at support.microsoft.com and yield several results including this one: **************************************************************************************************************.

      As mentioned in a previous email, we have shared your frustration with the current process regarding difficulty in reaching support with our leadership team. We appreciate your feedback. 

      Sincerely, 

      Microsoft Corporation

      Customer Answer

      Date: 08/03/2023

       
      Complaint: 20131927

      I am rejecting this response because: you have not provided any solutions regarding this matter. I understand you will take my feedback and see about making changes but that's not sufficient. How long must one wait to get valued customer services. I reviewed the articles regarding my original issue, and they were not helpful which is why I was seeking help in a quick manner. Being logged into an account might help you but it doesn't help the customers in all use cases. Your approaches it to put everyone in the same basket and that's wrong as we are all different and being different means, we learn differently and do not all respond the same way or respond to the Same things. If I were on my personal computer then maybe i could login for assistance, but that wasn't the case. I was on a shared agency computer that doesn't have an overarching super-user so there is no administrator account to log into. It's a shame the companies such as yours would rather customer search for hours or days to fix their own problems instead of having the customer support to quickly address the problems of your customers. 

      Sincerely,

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

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