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

5,232 total complaints in the last 3 years.
2,094 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:05/11/2023
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.
We have been trying to migrate to office 365 from our on premise services, have placed a service request and Microsoft ignores **. At this point the business is suffering because we cannot finish our migration due to issues they created. Now, cannot get phone support, and if you get someone on the phone, you are placed on hold until the call drops, no one calls afterwards. The monopoly Microsoft has become makes it really hard for businesses to move forward, we have to always wait, weeks sometimes to get a reply or even an hint of how to fix our issues. If I had a choice, I'll drop them out right now, horrible company to do anything with. Nice of them to not offer real time support.
Business Response
Date: 05/16/2023
Hi *********,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft business subscription and migration issues. A senior member of our Microsoft commercial 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:05/10/2023
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 have had a gamertag id and ********************** membership with Microsoft for more than 14 years and i have been unable to reset my password. I no longer have access to the email address attached to my accout so I cant recover a password reset link from there. I have spoken with reps through chat but they are not assisting me. I have tried calling but i never have any success speaking with a live person. I pay a membership monthly for xbox live but yet i cant reset my password. I have completed a recovery account form but i have not been successful in recovering my account using that method either. I just want assistance resetting my password so that i can resume logging into my account. My gamertag is PatientSmokey.Thanks
Business Response
Date: 05/16/2023
Hi ****************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding yourXbox account access issues. A senior member of our Xbox Microsoft team will investigate this matter and contact you directly to work toward a?resolution.Your new case number is **********

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 05/19/2023

Complaint: 20045113

I am rejecting this response because: a woman from Microsoft reached out to me and asked me to complete the recovery form again and respond to her with the 9 digit asmr number. I did that and havent heard from her anymore. This correspondence took place on 5.16.23.

Sincerely,

***** ******
Business Response
Date: 05/23/2023
Hi ***** Dblin,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account access issues.
We suggest you submit a case revie, please visit Xbox.com.
Sincerely
Microsoft Corporation
Initial Complaint
Date:05/10/2023
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.
Microsoft is charging me for an account I can not access and does not provide customer support for me to cancel the account. They told me to put a dispute in with my credit card company and told me if I did this they would cancel my account, they did not. They also sent me two emails prior to the charge going through on a different credit card number that I would have to login to renew my account. I did not login--because I couldn't--and they continued to try and charge me anyway, and were eventually successful. Now there is no way for me to cancel my account and I can not get ahold of anyone on the phone or through their chat service. It is my belief that Microsoft does not provide customers assistance and therefore I am not a customer to them. They are holding my credit card number hostage and not allowing me to cancel my account. Here is the case number for the chat I had with their bot in March: **********
Business Response
Date: 05/16/2023
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:05/10/2023
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.
My surface pro 4's battery is swollen, and I thought it was not a big deal until the battery is so swollen it actually made my screen detach from the machine body. I asked Microsoft support and their solution is very simple: I should just spend another $1500 and buy another surface! This battery issue is apparently very dangerous and would cause serious harm to Microsoft's customers, but their solution is nowhere near responsible. I would advise anybody I remotely know against buying a Surface device or even a ******************** device because if this is their attitude towards a serious health impacting issue, they won't care about your smaller issues either.
Business Response
Date: 05/15/2023
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
Customer Answer
Date: 05/25/2023

Complaint: 20042687

I am rejecting this response because:
Thank you for your response, but this is not a solution. I'll be waiting for more development and hopefully this dangerous device can be replaced.

Sincerely,

***** ***
Business Response
Date: 05/31/2023
Dear ***** ***,
Thank you for contacting Microsoft Corporation regarding your device. Upon checking your complaint and recent service request **********,we were able to confirm our agent informed we cannot provide assistance regarding this device, as it went through the end of life process. Our agent mentioned we dont advise you to continue using this device, but still theres no great risk,he also advised you to consider upgrading your device, or taking it to a third party repair shop. We also confirmed the service request has been closed.
Considering this information, we will be closing this complaint as theres no further assistance we can provide.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/04/2023

Complaint: 20042687

I am rejecting this response because: This device is a fire hazard. I paid over $1000 for this device, it should last much longer than 5 years, and I simply refuse this response as a "solution". I have iphones and ipads that are older than 10 years, yes they are slow now, but none of my older electronics became a fire hazard after merely a few years. Microsoft have to be held responsible for this manufactoring failure, and either fix or replace my Surface Pro, or give me monetary compensation for the suggested new device purchase.

Sincerely,

***** ***
Initial Complaint
Date:05/09/2023
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 had Microsoft 365 Business for my small business, but wasn't using it and couldn't justify the cost. I chatted with someone on 2/9 to cancel my subscription, but have been getting billed each month. I have tried to chat with support since, but can't login because my account no longer exists. I've tried to call and get disconnected. I was finally able to get through to someone using my xbox live account via chat, but she couldn't help me since it's personal. I explained to her I can't speak to someone or login because my business account was deleted. So, she called me and tried to transfer me to business. She tried at least ten times today (5/9) and nobody would answer on the business support line.This is honestly insane, and really horrible business practice. I shouldn't have to spend hours of my time trying to speak to someone regarding a subscription I cancelled three months ago.
Business Response
Date: 05/16/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund Request. 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: 06/08/2023
Hello,

I wanted to reach out regarding a case that has been closed in hopes to update it for further resolution.

The Microsoft representative would not assist me in cancelling my subscription. As I mentioned in my complaint, I spent about four hours via chat cancelling my subscription back in February. I was not able to do it as per their instructions, and kept getting an error, so they told me via chat I was all set. Following that, I received an email asking to explain a few things for cancellation, which I did. A few days later, they said they couldn't reach my Microsoft email (the account was closed), and I replied saying I couldn't login anymore, and already spend hours cancelling with someone.

I told the individual that reached out to me recently due to this complaint multiple times I cannot access my account. My password doesn't work, and I cannot reset my password. There is absolutely no way I can access it, I have tried. And again, I already cancelled via that portal back in February. This person has told me essentially too bad, this is the only way I can cancel. I find it hard to believe they have no way to cancel my account, especially since I have no access via the channels they have provided me.

Thank you
Business Response
Date: 06/16/2023
Dear ******,

Thank you for reaching back to us, we will investigate further your issue to reach a resolution for you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/09/2023
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 contacted Microsoft support using Support For Business website with surface laptop issue on April 12, after replying to their first and only email with troubleshooting steps they just closed the ticket in April 17 without even replying to my email. I would like them to explain why they did this and finish the job with helping me with faulty laptop. Thank you very much.Request *******************
Business Response
Date: 05/15/2023
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
Customer Answer
Date: 05/18/2023

Complaint: 20038996

I am rejecting this response because:
Won't close the case until someone actually contacts me instead of wasting my time as they do usually.
Sincerely,

*************************
Business Response
Date: 05/25/2023
Dear *************************,

A senior customer service representative should contact you in the next few days to start working on the solution for your issue, if not please reach us back.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/30/2023

Complaint: 20038996

I am rejecting this response because:
Haven't received any email yet. Will update when someone will contact me.
Sincerely,

*************************
Business Response
Date: 06/05/2023
Dear *************************,

We have escalated your case, an agent will contact you shortly in the next days.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/09/2023
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'm trying to utilize a monthly service that I pay for, but they do not have a live tech support to assist me and their automated system keeps hanging up on me. I can't back up my email.
Business Response
Date: 05/15/2023
Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft product utilization issues.
After further review of the email address ********************** we did not locate any Microsoft account.

For further assistance please visit Microsoft.com or provide ** with more details, information to help you.

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:05/09/2023
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 purchaced a four year warranty on a surface-book 3 years ago, and Microsoft is effectively refusing to honor it.
Business Response
Date: 05/16/2023
Hi *******************,

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.
Initial Complaint
Date:05/09/2023
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 have recieved multiple fraudulant charges from Microsoft over the past year over so, even after changing my debit card. When I contacted Microsoft, I was told they could locate the account tied to the fraudulant charges but sunce I don't have access to my perpetrator's information like they have to mine, they refuse to stop the charges and then charged me again this morning under yet a slightly different name and for a slightly different amount because that's how they slipped through being blocked before.When I researched my problem, I found that this has happened to several other people as well.
Business Response
Date: 05/15/2023
Hi *******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your charge issue. A?senior member of our Account and Billing will investigate this matter and contact you directly to work toward a?resolution. Your new case number is?**********
?
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 05/15/2023

Complaint: 19935398

I am rejecting this response because: I have tried dealing directly with the business with no success which is why I turned to the BBB. I would like a formal resolution.

Sincerely,

*****************************
Business Response
Date: 05/18/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issue. Based on the previous case number is **********
We suggest you contact back the person who handled your case for another review.
Or visit Microsoft.com to get new assistance.

Sincerely,
Microsoft Corporation?
Customer Answer
Date: 07/12/2023
They did contact me after emailing that response and ended up saying the same thing they've always said which is that they cannot help me and basically I'm just screwed as always. Their investigation into the matter was not even an investigation in fact they've investigated more in the past when I've called them but they are unwilling to do anything about the matter.
Business Response
Date: 07/21/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issue. Based on the previous case number is **********
We suggest you contacting back the person who handled your case for another review.
Or visit Microsoft.com to get new assistance in case your issue is not resolved.

Sincerely,
Microsoft Corporation?
Customer Answer
Date: 08/02/2023
This is just leading me in the same **************** as always but by providing you with a response they look better.
Business Response
Date: 08/04/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issue. Based on the previous case number is **********
We suggest you contacting back the person who handled your case for another review.
Or visit Microsoft.com to get new assistance in case your issue is not resolved.

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

Complaint: 19935398

I am rejecting this response because:it is the same message they sent every time without any changes even. I've done what they've said only to be told I don't have a subscription with them so they can't even though they could see where my card was being used but couldn't disclose that due to privacy policies!

Sincerely,

*****************************
Business Response
Date: 08/15/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issue. Based on the previous case number is **********
We suggest you contacting back the person who handled your case for another review.
Or visit Microsoft.com to get new assistance in case your issue is not resolved.

Sincerely,
Microsoft Corporation?
Customer Answer
Date: 08/23/2023

Complaint: 19935398

I am rejecting this response because: it is no different than every other response they've given and the outcome is the same every time and I'm not going to keep repeating the circle I'm very disabled and I cannot keep doing this.

Sincerely,

*****************************
Business Response
Date: 09/05/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issue. Based on the previous case number is ********** you were assisted. If you issue is not resolved yet, feel free to reopen your case for further help or visit Microsf.com to get new assistance.

Sincerely,
Microsoft Corporation?
Initial Complaint
Date:05/09/2023
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.
One night I went to sleep woke up and found out that my computer had another update!! Most importantly it did not load my screen correctly I ignored it and later I did a restart and found out that I could not get to my desktop I have a blue screen with a blue screen with an error code that says 0xc000021a I contacted Microsoft via chat no one knows how to fix this issue!!!!! They have promised to call but to no avail Ive been without my computer for days now!!!! The customer service is horrible just awful!!!!! Im on my phone all the information I need to send to you is on my computer its also on my phone I dont know how to send it to you on my phone and I cant get into my computer this has been going on awhile with Microsoft you do not have enough room for me to type everything that has happen. Ive been on chat for hours and still No help please please I would appreciate any assistance from your office!!! Thank You In Advance For Your Support and Assistance..
Business Response
Date: 05/15/2023
Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issues. A?senior member of our Microsoft Technical and Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********
?
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 05/16/2023

Complaint: 20037188

I am rejecting this response because: I requested to speak with someone from the **************** of Microsoft. Please Please allow me to speak with someone from Microsoft Corporation!!! This is an ongoing problem with the technical department. They stated that they have reached out to me on several occasions through an App callWhatsApp which is not a reliable App. All the money Microsoft has they cannot afford long distance is not my problem!!!! Ive gotten 3 emails stating they cannot reach me. However ** retired and I get calls everyday all day and I do not have a problem with my phone or any other business reaching out to me via phone. Please have them to contact me from another phone with long distance communication. Also allow me to have a contact number for the ****************!!!
Sincerely,

***********************
Business Response
Date: 05/18/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issues. Based on the previous service case number **********
We suggest you contact the person who is handling your case. Or visit Microsoft.com for further assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/22/2023

Complaint: 20037188

I am rejecting this response because: Microsoft refuses to allow me to speak with someone from Microsoft **************** as I Requested!!! Nor is my computer been repaired!!! The person that has been helping me with this situation will not be back in touch with me until Wednesday 5/24/23 last spoke with them on 5/20/23. This is the worst customer service ever!!!! Yes Im a bit upset and you would be upset too if someone hijack your computer. No one should be treated in this manner I will get Corporate number sooner or later. Microsoft has know what is truly happening in their business!!!!

Sincerely,

***********************
Business Response
Date: 05/25/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issues. Based on the previous service case number **********
As suggested, contact the person who is handling your case. Or visit Microsoft.com for further assistance.

Sincerely,
Microsoft Corporation

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