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:05/08/2023
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 have been having issues with my surface laptop 4 for many months that completely hinders me from using it. This includes the screen blacking out, the mouse being misaligned, keys occasionally not working, sound issues, and being burning hot to touch.- I purchased the original product late January 2022.- I had technical issues, minor at first but becoming major over time, throughout the year, and sent it in for repair December 2022.- The laptop was "fixed", but had the same problems and worse here after.- I brought it to best buy for consultation in March, 2023 as within Microsoft guidelines, since although the 1 year warranty was up, the device itself was within 90 days of service. -They were able to send it to the manufacturer and replace it with a refurbished model.- I got the refurbished model on 3/31/23.- This computer has had the same issues and more, so I brought it to best buy service again and they recommended getting a refund since it is likely an issue with the model line.- I called Microsoft to get a refund and they said since this laptop is not within 90 days of purchase I cannot get a refund. The best they can do is replace it with another refurbished one. The service representatives, though very nice, were clearly in ***** and could not help me address the issue beyond offering to send another refurbished model.-At this point I am very frustrated. I love Microsoft and spent a lot of money to invest in a quality computer that would last me a long time. I paid extra for a better functioning computer as well, the purchase price was $1728.27. I just want a refund, because I am scared that this will continue to happen and I will have to keep going through the process of testing and exchanging this laptop forever, or get stuck with a computer that simply doesn't work.
Business Response
Date: 05/15/2023
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.
Customer Answer
Date: 05/15/2023

Complaint: 20033195

I am rejecting this response because:

Hello,
I have already troubleshooted through Microsoft Support and was told a refurbished replacement was my only option. Please see the case number below and in the *** of the email chain attached.
1053181235

Sincerely,

*******************************
Business Response
Date: 05/22/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please keep communicating with our agent to arrange the replacement of your device, refurbished devices are certified and work just as a new device,and it also is covered by our warranty.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/24/2023

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:05/08/2023
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 signed up for a 30 day free trial Microsoft 365 Apps for business on April 24th, 2023. During the 30 day trial I was told I could cancel without incurring any charges. After the 30 days, I would be charged $8.25 a month. I tried to cancel a few days after signing up because it was a hassle with having to change my password and go thru verification steps each time I used the word documentit would literally take an hour or so each time I tried to sign on to be able to access the word document. Then, I wasnt able to sign on at all so I decided to cancel. I am now going in a loop trying to sign on to get help with cancelling the product. When I call the support numbers, they all say sign into my account to cancelbut guess whatthe system will not let me sign init just keeps telling me I must change my password. When I change the password as requested, it says there is suspicious activity and now I must verify it is me. I finally find a phone number for Microsoft Headquarters and I am told by an automated system the wait will be 30 to 60 minutes or so but I can go online and get help quicker! Im done! All I want to do is cancel this membership ship and not be charged a monthly fee for a product I cannot use! My order number is: 5047a5bb-2129-4e41-cb62-9213b3defcea.
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 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: 05/16/2023

Complaint: 20032656

I am rejecting this response because:no one from Microsoft reached out to me to discuss resolution of the issue; as stated in their email. I received two emails from Microsoft. The first one said someone would reach out to me within two days to discuss. The second email was received a day later stating they were confirming the case had been closed. Microsoft then presented me with a survey to complete on how satisfied I was with their service. Clearly, we are NOT working with humans but computer generated responses. I dont know the status of the cancellation request.

Sincerely,

***********************
Business Response
Date: 05/23/2023
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 ****** had been working with you on this issue. Upon checking, we were able to confirm our agent advised you to contact O365 Support Team and provided you with 2 options to contact them, via phone support or admin portal. Please follow these instructions to get further assistance.

We will monitor this case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/26/2023

Complaint: 20032656

I am rejecting this response because: No one from Microsoft has EVER reached out to me. No emails or phone calls from themonly frustration. ****** is probably a computer generated person, operating in a virtual world which I do not have access to. I have since canceled my charge card so that no charges can be applied to my card. I will never purchase an online product from them again. This is not the way to do business! Close case.

Sincerely,

***********************
Initial Complaint
Date:05/08/2023
Type:Sales and Advertising 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 was illegally charged $16.23 I had reoccurring billing turned off so they wouldnt charge me an they turned it back on an still charged me I want a refund but theres no way of getting in contact with them in regards to a refund because like they say they dont take calls for refunds
Business Response
Date: 05/15/2023
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: 05/15/2023

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:05/07/2023
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.
3 months ago I tried to log into my Skype account and it said it has been locked, so I contact Skype the next day online and I was told to go to account ascr.com and fill out the form to get my account back. I filled out the form and the was told I had to wait ***** hours for someone to get back to me, well no one got back to me, so I tried to contact them again online and get the samething fill out a form. I have filled out about a dozen of those forms and I have contacted these people over and over again. Well now and here it is almost 4 months later and still is not resolved. All I want is my account back is that to much to ask for?
Business Response
Date: 05/15/2023
Dear *******************************,

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

Please visit ***************************** to provide information necessary to confirm you 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: 05/16/2023

Complaint: 20028511

I am rejecting this response because:
I have already filled out a dozen of those account.live.com/ ACSR forms. How many more do I need to fill out? Don't you think a dozen of those forms are enough, I do?
Sincerely,

*******************************
Business Response
Date: 05/19/2023
Dear *******************************,
Thank you for your response. We see that you have submitted account recovery forms however you did not provide enough correct information to verify yourself as owner of the account. The only method for account recovery is the **** form (*****************************)
We recommend you create a new Skype account.
We know this is not the resolution you had hoped for but we must adhere to our account security processes.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/22/2023

Complaint: 20028511

I am rejecting this response because: you have asked me to fill out a ACSR form and I have already told you that I have filled out that form more then once and I want my account back because there is no reason why my account locked.

Sincerely,

*******************************
Initial Complaint
Date:05/06/2023
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 recently made a hardware swap on my pc from an HDD to an SSD on 05/06/2023. I went to transfer my windows service over to the new SSD by reinstalling the digital license and moving the data. When attempting to activate windows and deactivate the old windows I was met with a windows error code. I called Microsoft to where I spent 2 hours almost going on 3 hours of waiting just to speak with someone. No one appears to be in the department I wanted to be transferred to. I need this matter resolved and a high level rep from Microsoft to solve this matter
Business Response
Date: 05/11/2023

Hi Briar,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Windows reinstallation issues. A?senior member of our Technical 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:05/06/2023
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 complaint is regarding the battery issues I have experienced with my Surface Pro 5. On 3/10/23, I paid $450 (exclusive of tax and expedited shipping) for an Out Of Warranty - *****************. The replacement device was received on 3/29/23. However, within the next 60 days, I started experiencing the same battery issues with the replacement device that I had with the original device.My attempts to resolve this issue with Microsoft have been unsuccessful. I cannot find any warranty information online, and I have not been able to speak to a live person on the phone except once. During that one call, the representative hung up on me after we disagreed on the next steps.The representative insisted that I send in my computer once again to receive a replacement, which would leave me without a computer for several days. As I am currently taking online classes and interviewing for jobs remotely, I cannot afford to be without a computer for such a long period of time.Therefore, I am requesting one of the following two solutions. Firstly, I would like a replacement of my replacement computer. I would like to continue using my current computer until the replacement arrives because it would cause significant disruption to my studies and job interviews if I am without a computer for several days.Alternatively, I am willing to return this computer and receive a refund for the amount I paid for the refurbished product. I need a resolution to this issue as soon as possible so that I can move past what should be an easy fix. I am very disappointed with customer service. I look forward to speedy resolution.
Business Response
Date: 05/12/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. 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: 05/12/2023

Complaint: 20027363

I would like to keep my case open until Ive heard directly from the business as it promised.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we will maintain the case opened until the solution is delivered.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/06/2023
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 was attacked as a whistle-blower for complaining about all the cheaters on Halo Reach 360 version. I uploaded videos of online cheaters to my One Drive and sent Microsoft a link to the videos, that's when my user account "T S ******" was attacked. I have schizoaffective disorder and the attack pushed me into a schizophrenic break. I then deleted the videos from my One Drive, hoping the attack would stop, but it did not. A few days past and I payed for the recovery feature of the One Drive, to recover the deleted videos. The site just kept reloading and would not let me recover the videos. I tried on multiple operating systems and web browsers, but nothing would work, the site would just keep reloading. I've finally become mentally stable enough, after many years, to deal with the attack. The attack by Microsoft on my user account is still happening to this day. Please help, it's not right that corporations treat people this way. I made a video showing the attack, please take time to review it.Video Link: **************************** I hope for a public apology and my T S Mann73 account fixed.Thank you for your time and any help you can give.
Business Response
Date: 05/12/2023
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: 05/15/2023

Complaint: 20025895

I am rejecting this response because:

Sincerely,

*******************
Customer Answer
Date: 05/18/2023
The attack took place around the spring of 2019. I contacted Microsoft's complaint department, ***** was the
head of at the time, to show proof of all the cheaters on Halo Reach (the Xbox 360 version.) I sent Microsoft
links to videos on my One Drive, showing the user names of the cheaters, that's when my "T S Mann73"
account was attacked. When I'm connected to Xbox Live, with my Xbox One, I can't access the playback
feature of previously played games in Halo Reach (Xbox 360 version), the theater part. I have to disconnect
from Xbox Live to access my authored works, the games I previously played in Halo Reach (Xbox 360 version.)
It works fine with my other user account "************." I can access all the features of the theater in Halo
Reach (360) with the "PaulCain2323" account, while connected to Xbox Live. The playback feature is how I
recorded the videos of the cheaters, without access to the playback feature I couldn't report them. That is why
I am locked out of the theater feature with my "T S Mann73" account, while online. That is what the video I
sent you shows proof of, the lock out. When the attack happened, I suffered a schizophrenic episode and
deleted the videos from my One Drive. The next day I payed for the recovery feature of the One Drive and tried
to recover my videos. Every time I set the recovery time to go back to, the page would just reload and ask for
the recovery date again. No matter what operating system I used or browser, I used Windows and Linux with
every browser I could find, but nothing worked. I don't need the original videos, I made new videos, I found a
work around. I'm just angry it happened and I want my "T S Mann73" account fixed. Please, remove the
network lock in Halo Reach (Xbox 360 version.) All the videos of cheaters can be found on my YouTube
channel. Thank you for your time.
Initial Complaint
Date:05/05/2023
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.
Re: Microsoft account associated with ****************************** Paypal account associated with ****************** Greetings. I have contacted Microsoft multiple times regarding this refund. They do acknowledge the subscription was cancelled and that Paypal should release funds debited in error in the amount of $99.00. However, they have failed to ensure this happens. I spoke with a representative who was amiable but asked me to call Paypal on 3way so he could verify that the they have neither received nor credited a payment of $99.00 to my Microsoft account and confirm the validity of my request. However, my phone does not have that capability and the representative advised he was unable to make the call for me so there has been no recourse. ****** has denied my dispute despite clear evidence of cancellation.
Business Response
Date: 05/10/2023
Dear *******************

Thank you for contacting Microsoft Corporation via the Better Business Bureau unexpected charges from Microsoft.
We have created a new service request for you which is ********** You will be contacted by one of our Microsoft senior members to work towards a resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/05/2023
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.
Account was hacked and they refuse to help me with anything They know the Microsoft account is mine I spent 8 months trying to get the account back but due to their policy they say they cant give me the account back as they have permanently suspended the account and they cant give me a refund on the entire account I sent them my IP address and all the info that is needed to get my account back at first they were telling me they will merge the account that was stolen with a unnamed account but they obviously lied about that as they are now saying thats not possible and they were telling me that the only way I can get a refund for every purchase on the account is by filing a dispute with my bank I would lose that dispute in seconds I spent hundreds of dollars with them just for them to laugh in my face
Business Response
Date: 05/10/2023
HiGabe

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your hacked account issue.

We did not locate any email with the email address ***************************

Please,feel free to visit Microsoft.com or contact our Hotline: ************** for further assistance.

Sincerely,?
Initial Complaint
Date:05/05/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been charged for two subscriptions to Microsoft 360 when I only had one. A representative told me a second subscription was tied to a Microsoft email account set up by the company. I never requested a email address with them and Ive never used the email address. I use gmail my account with ******* The representative verified that the second subscription had no activity on it verifying that I never used it but refused to refund my money. They refunded me for one month only when theyve charged me for several months the files are records from my bank showing the double billing. As far back as I could go was 6 months.
Business Response
Date: 05/12/2023
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: 05/12/2023

Complaint: 20022894

I am rejecting this response because:
Nothing has been resolved Im still waiting to see how this matter will be reconciled. As no refund has been issued.
Sincerely,

***************************
Business Response
Date: 05/23/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. 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 has been closed as our agent concluded the investigation regarding your charges and informed you we cannot issue a refund due to the amount of time that has passed since the first charge. We understand this is not the resolution you had hoped for, but we stand by our advocatesresolution as our policies state we cannot issue a refund when such a long time has passed.

We will be closing this complaint as theres no further action we can take.

Sincerely,
Microsoft Corporation

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