Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

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  Microsoft Corporation

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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:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an Xbox game pass subscriber and through that service installed and played the game Forza Horizon 5. After playing it for a time through my game pass subscription, I decided to purchase the game in the event I decided to not have game pass in the future (although I still have the service). The purchase was on March 27th. Soon after purchasing I decided I did not need the game outside of game pass and that I would only use it as a part of game pass so I requested a refund, this was on March 31st. I have requested and twice been denied a refund with Xbox only response being that I have played the game. In my second request for refund, I clarified that I downloaded and played the game through my game pass subscription. My consumption of the game had nothing to do with purchasing it, and I would have been playing it even if I had not purchased it due to my game pass membership. I still am a game pass subscriber and have been throughout this entire process. My "consumption" of the game is through game pass through which I paid for the right to play it, not because of the purchase. I would like a refund.

  Business Response

  Date: 04/11/2023

  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: 04/21/2023

  Hi, 
  
  I was out of town when Microsoft responded so I missed the 7-day response window. I would still like to proceed with the complaint. Is their a way for me to respond to their response? I am not at all satisfied with their response. 
  
  They responded and said that I need to "work through their dedicated channels" even though I already did that, which is why I submitted this complaint (see my attachments with my original complaint which are prior communications with their support team). 
  
  Thank you 
  
  *****

  Business Response

  Date: 04/27/2023

  Dear *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19890611
  
  I am rejecting this response because:

  Microsoft continues to reject my request for refund without a legitimate response. In this most recent correspondence they admitted that my "consumption" of the game was unaffected by the purchase and was due to game pass. Nonetheless they are still refusing a refund. I am not satisfied with their response. Also, they have offered no solutions or resolutions at all. Just a flat out refusal to refund with no real explanation. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case ***********)we see that you have 3 hrs 46 minutes of play. 110/2265 achievements, due to this and our digital games policies we will not ***** a refund for your game.
  
  Sincerely,
  
  Microsoft Corporation
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19890611
  
  I am rejecting this response because: 

  What does the game play time and achievements have to do with anything? Due to game pass, I had the right to play as much as I wanted even without owning it. I would have played for that exact amount of time even if I had not purchased it as I was a game pass subscriber for the entirety of the play time. I still do not accept your response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a senior citizen and I have used computer for years. They have become so full of things the average person does not need. So I have relied on customer service to help with a problem. That is no more I can not afford to pay for these businesses who charge to solve a problem but, now I can not get any help micro says there are phone numbers and sites that will help.but they all lead to people or businesses who charge fees. There is not support or customer service, or anybody from ******************** to help. There are huge complaints about the same thing I am complaining about and no were to go to get help, except endless sites to pursue with no answers. Business yes. Just people , NO. How do they get away with this nonsense.. just because they are a big business. Not right.

  Business Response

  Date: 04/07/2023

  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: 04/11/2023

   
  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,
  
  *******************************

  i responded to Microsoft. I was sent to

  his page then that. I said what I went through. I tried to get it to who ever was emailing me but as usual I needed codes that had to be repeated and still do not know if any thing got through. 

• Initial Complaint

  Date:04/02/2023

  Type:Order 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 went to my computer to send out emails and was informed I needed to buy more storage for my email attachments from Microsoft or I could reduce the size of my files to bring the storage used to under 10 GB. The only way to bring my usage of the storage down is to go through all my emails from 2006 to date one by one and download or delete each email or attachments. I can of course just pay Microsoft a monthly fee and obtain more storage! How convenient for me! Pay more each month or lose all of my history including important threads a lot of which pertain to family and especially childrens Developement through the years. I see this as strong arming and blackmail as it is virtually impossible to sift through all the years. I understand they want to trim stored files or make money for holding data but really. Holding people ****** on their past is a dirty way to conduct business. I I dont pay I cannot use my email to send or receive and will lose it all soon. There should be laws in place to stop this kind sharking of good peoples hard earned cash. Im appalled.

  Business Response

  Date: 04/07/2023

  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

• Initial Complaint

  Date:04/02/2023

  Type:Product 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.

  On February 23, 2023, I placed an order on the online Microsoft store for a Surface Pro 8, a Surface Pro Signature Keyboard with Slim Pen 2, and a Microsoft USB-C Travel Hub. The total amount of the transaction was USD ********. The package was mailed with ***** with tracking ID ************. The package was claimed to have been delivered at 14:40 EST on February 26. A signature was not required, and the package was claimed to have been left at the office/leasing instead of delivered to my front door. I did not find the package. I disputed the charge with my credit card issuer. I was told by Microsoft customer service that their escalation team was attempting to issue a refund but could not proceed because I had a dispute in progress with my credit card issuer. Upon the notice, I immediately contacted my bank and canceled the dispute, hoping it would clear the way for Microsoft to issue my refund. On March 2, 2023, I was noticed by my bank that the dispute was successfully canceled, and I was rebilled for USD ********. I contacted Microsoft customer service, but they insisted they could not issue me a refund because they did not see an update on the transaction. My last call to Microsoft customer service was on March 20, 2023, when I was advised by Microsoft that I needed to contact my bank to confirm the cancellation of the dispute. I contacted my bank and confirmed that the money was released to Microsoft. I contacted Microsoft customer service again, and they still could not issue my refund. I even offered to send them a written confirmation stating that the money was released to Microsoft, but the customer service did not take it. The case was forwarded to their escalation team again, and I was promised a response by email within 72 hours. Its been almost two weeks since, and I got no response. The case number at the Microsoft escalation team is **********.

  Business Response

  Date: 04/06/2023

  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: 04/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/01/2023

  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.

  It's not an issue. It's repeated problems. My old computer crashed 6 years ago, I had to buy a new computer, Windows 10 was installed. Since I bought it, it has never worked correctly and crashes or makes the apps unusable every time MS sends me an update. Windows Tech support always tells me it's someone else's fault and they demand access to my computer where they crash it and I'm forced to reinstall everything. Got tired of it, bought a WIndows 11 3 years ago. Same problem. Has never worked right. Even file explorer crashes or locks up the system. - So I bought a computer to learn Linux off of. They still made me purchase and register Windows. Even though I didn't want it. - Now this isnt my complaint. My complaint is that they have no other options that talking to a foreign tech center. Can't talk to supervisors or higher **** - Even a few attorneys couldn't reach anyone. - The resolution I want, isn't on your list. I want 1 windows computer that works.- Between paying other services and my wasted time. I certainly want SOMETHING. Based on online complaints I'm not the only one with all these issues.

  Business Response

  Date: 04/06/2023

  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: 04/06/2023

   
  Complaint: 19882770
  
  I am rejecting this response because:  These are the same people I have been talking to for the past

  6 years.  I've got three different versions of windows on 3 computers.  The majority of the time I am

  not even allowed to speak to someone higher than the bottom. Only when I make an severe issue do

  I get to talk to a 'Senior' rep.  Even then, they have never solved any of my issues.  In most cases

  they won't even talk to me until I give them remote access to my computers. Then they crash them so

  nothing works and they tell me I'm on my own.  So I either have to fight with it during all my free time and

  do nothing else or pay someone else to fix it. - After six years of reinstalling everything almost every week

  I have to assume fixing it is no longer the answer. I want someone higher up to know what is going on. I don't

  want to keep doing what we have been doing.  - In all honesty. I'd like to be reimbursted for all my time and

  money I have spent, becuase I"m going to have to toss out windows and learn how to use Linux.  So all that

  time and money has been wasted...-  At the very least, I want their management or investers to know that

  I'm not the only one. I see pages and pagers of the same reports on line by other people that never get resolved.

  - I mean, literally.  My computer crashes when I try to use file explorerer.  I could have designed my own OS in

  six years for the time and money spent.  

  Sincerely,
  

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

  Customer Answer

  Date: 04/10/2023

  *******, BBB, Microsoft Legal 
  
  I would like to update you on the current situation.
  
  I just got off the phone with **** Support and Rahul.  
  
  1.  I was told Microsoft does not have any other active departments or anyone else higher up that I can talk to.  MS **** support is the only office MS ************** *He kept asking me questions, then (as usual with tech support) would not accept the answers.  He then started talking to me like I wasn't smart enough to understand looking into a folder and seeing what is there. Yes, treating me like a child and telling me I'm wrong and don't know what's going on (that I'm too stupid) ticks me off and again I got mad.
  
  3. Everything he did and told me he was doing, we have repeatedly done before. Sometimes to the extent of hardware damage.
  
  4. He then again explained to me that even though this is happening on all three of my computers, with different operating systems, and I can find entire chat rooms on the problems.  That none of this stuff happens to anyone elsse.
  
  5. He explained to me that even though they work in Linux, Windows is not the problem it is. Pinnacle, ***** HP, ***************** Firefox, Internet Explorer (Edge), Advanced Renamer, Dupe Guru, Files Exe, Metadata, EMDB, TigoTago, Winmerge, Clam, Clamtx, Best Buys Geek Squad and Nerds to go that ALL of them were wrong, and it's their fault -  Even after wiping my hard drive, reformatting it and only Installing Windows, with no other software on it. It is still not Microsofts problem.
  
  6. So I asked him to prove me wrong and just use File Explorer to delete a file. One of the simplest things a comptuer shoutd be able to do. - HE WAS UNABLE TO SIMPLY DELETE A FILE. 
  
  7. He also blamed it on the Cloud, which I don't use, and a few other things like that. I will not store my personal stuff where I can't get to it, but someone else can. So I told him I keep my private info off the computer (The computer is not safe, and it can randomly delete stuff).  I have two backups of that here, and a third backup stored off location.  In the past Windows damaged my drive, and my backup, so I have to keep several copies.  It was then the external hard drives fault. So I attached it to Windows 10 and then Ubuntu.  No issues found on either drive, and Windows still showed the problem was attached.
  
  8. In the end, he just stopped listening to me and kept... childsplaining things to me.  Yes He did copy some of my personal information and logs and said he would get back to me.  
  
  Yes, My patience and temper aren't thin, they're gone.  I am sick and spend every moment I'm awake and not at a doctors or therapy in front of my computers trying to get them to work. I can't even get on a list for most government assistance. The programs I am trying to use I don't hear from years at a time. If I lose where I'm stayng I'll be living on the streets.   My sickness is caused by stress, I'm not supposed to stress myself out for long periods. This is not helping. You may think well work won't help... But at least that will only be 40 hours a week. 
  
  It is very important that I have a working computer and not just find work, but find work that still allows me to get all my medical care and my own place in this economy.  ********** isn't going to work.
  
  
  
  In summary.  **** support could not even delete a file.  Nothing is their fault, it's everyone else's.  They will not help me with any program that's not theirs, but they don't have a program to give me.  Yes, I am probably not the most pleasant person to deal with.  I'm ill, and have spent every waking moment of six years where I'm not seeing a doctor or going to therapyI'm still down.
  
  
  
  
  *************************
  **********************************************************************************
  *****************
  ************ 
  
  

  Business Response

  Date: 04/14/2023

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for our customer support agent, we will send your feed back to review the agent and take respective action, please visit ******************************************************** call ************ for support.

  
  Sincerely,

  
  Microsoft Corporation.

  Customer Answer

  Date: 04/17/2023

  
  04/15/2023
  
  Better Business Bureau of ***************, Inc.
  **********************************************
  *********, ** 89118
  *****************************************
  ************
  
  Dear Better Business Bureau,
  
  After writing a long response and update, I looked back to your web site and saw a response that I had evidently missed yesterday.  Also an email from them.  Both included below. So I am correcting my response.  I am not used to this setup, and did not know how to send a complaint through the web page.
  
  1.   These responses are based on the fact that I didn't accept their offer to work through Tech support and the same people again.  However. Due to issues, need and their contact I did attempt to work with them again. - The results being almost exactly the same as the past.  After refusing to allow them access to my computer, they told me this was the only option.  Once I allowed them access, no repairs or fixes were made.  When they asked about my personal information. I told them I had removed it to an external drive.  They then asked for access to that. I told them that was not going t happen.  What they ended up doing is logging on to my computer. taking a bunch of personal logs and information I didn't want them to have.  I noted that it was not what I wanted, but it was the only choice given to me.  They said they would get back to me. It does appear that I recieved an email from them late Friday stating that they had tried to contact me by phone.  However, just like in the past. My phone logs and tracks all of that. Short of calls and emails that I returned I do not show any other incoming calls.
  
  2.    Minutes after they logged off my computer, the hard drive started to fail and I started having other issues.  This is what has happened every time I have allowed them access in the past.  Hardware fails, and issues happen that end up costing me a lot of time and effort.  Like I have stated, this always happens right after we close the connections between computers.  - This time it cost me over $360 and I had Nerds to go do the basic installation.    I have again spent all of my free time this weekend working on trying to reinstall, update, and more importantly convincing Microsoft to allow me to reinstall things I was over the three installations limit on.  Case# ********** April 15, 2023 2:53pm.  I spent between two and three hours working on this.  It is now 8 P.M. on a Saturday night on my weekend, and I am still installing. I have yet to even know if any of the programs work or the issues have been resolved by the new hardware and install.  I have not had a chance to use them yet.
  
  3.    I didn't see the response on your site until late Saturday evening. I attempted to call the numbers ************ and ************ and as expected I did get a voice mail. I am sorry, I forgot to get the name and there does not appear to be one on the response.  I will attempt to call them on Monday and talk to whomever responds.  These are numbers that I have seen before and hopefully are more into management than tech support.  I didn't have any unaccounted for calls on my phone, but I did check to see if there had been any calls from them number.  There were not.
  
  As i am still trying to figure all of this out and am in a very bad situation, I will attempt to call you at ************ on Monday just to discuss and get more information.
  
  Thank you
  
  *************************
  **********************************************************************************
  *****************
  ******************
  ************  
  
  
  Attached.
  
  The message via your site read.the BBB site read: 
  
  This message originally read on 4/15/2023 
  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for our customer support agent, we will send your feed back to review the agent and take respective action, please visit ************************************************ or call ************ for support.
  
  Sincerely,
  
  Microsoft Corporation.
  
  The business has a sent a message back responding to the consumers rejection of their offer
  There is no action for you to take at this time. We will contact you when we next require your input.
  
  The message via my email read: 
  
  -----Original Message-----
  From: Microsoft ****************** Communications <*************************************************************************>
  To: *********************** <******************>
  Sent: Fri, Apr 14, 2023 4:24 PM
  Subject: ********** - *********:**********
  Service Request: **********
   
  Hello ******,
   
  We have been attempting to contact you at the phone number you provide ********** but we have been unable to reach you. As we have not heard back from you thus far, we will be moving forward with archiving your case.
   
  If you are no longer experiencing your issue, feel free to disregard this email.
  
  If this is not the case, please contact ** at your earliest convenience and we would be happy to assist. You may respond by either replying directly to this message or by calling **. My contact information is listed in my signature below.
  
  Please be sure to include the following information in your response:
  Phone:
  Preferred contact Date:
  Hours Available:
  Time Zone:
  
  Please allow at least one business day for a response. 
  
  Regards, 
   
  **************************
  Support *************************************** and Support | Technical T3
  Working Hours: Fri - Tues 07:00 AM 04:00 PM PDT
  Office: ********************************
  

  
  

  Business Response

  Date: 04/21/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for all the trouble this issue may have caused you we will investigate this issue further to solve your issue as this may be a Operating system issue.  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19882770
  
  I am rejecting this response because: This is where we have been for 6 years.  It's just ignoring the problem and provides no movement forward. I have filed a complaint with the Attorney Generals office.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/03/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. After investigating your issue with Windows 10 OS it seems that this issue may be a compatibility issue between your computers hardware and the *** please contact the manufacturer of your computer to get specialized support for your computer.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/31/2023

  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.

  Today 3/31/23, I called Microsoft "Chat" requesting some help about an ongoing issue of Excel not being able to open some Excel documents. I had this issue with my (***) PC several months ago, and it was quickly fixed by a Level 2 tech. It has now worked perfectly. My Case Number was **********, and this issue does seem to be very common.During this issue with my PC, I called a Level 1 Tech and explained the history and problem. They researched the issue, and without any questions they made me an appointment with a Level 2 Tech who repaired an Excel software issue and it was quickly all fixed, with all documents opening.We are now having the identical issue with my wife's laptop not opening Excel documents. Her PC is behaving EXACTLY as mine did. I explained that this morning to Level 1 Tech *********************** during a "chat". The new Case Number is **********. In 2 1/2 hours with **** we made ZERO progress, and the chat ended. **** absolutely refused to make us a Level 2 appointment so we are still unable to open some Excel documents.I would like to request that a member of Microsoft management read our entire "chat" conversation, & let me know what you think. Either **** is wrong, or I am wrong, but this "Chat", in my opinion, was the worst experience we have ever had in 77 years.**** lied about making the Level 2 appointment, lied about the reference case number for the same issue that I gave him, and without ever asking me what was being done on *****'s PC next, **** just went ahead and started making PC changes NUMEROUS TIMES, just guessing at what to try next. ( For this procedure on MY PC, I kept track of all the changes. The Level 2 Tech got everything changed back as it was.)I again, would like a mgt person to read this "chat". For me it was embarrassing for **** to be representing a great company like Microsoft, he is not doing you any good.***************** up the "chat", & deleted it as soon as the "Tech Survey" page came up. A very deceiving person!

  Business Response

  Date: 04/05/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We sincerely apologize for the experience you had, but rest assured we will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 04/05/2023

   
  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:03/31/2023

  Type:Order 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 sent in my computer a surface pro 8 to Microsoft. Due to it being nonfunctional and still under warranty, microsoft said they would send me a replacement surface pro 8. They sent me a surface Pro 6!!! I tried to contact them several times about the matter and still this issues has yet to be corrected. After what microsoft did to me, I NEVER want to purchase from them again. Due to being without a computer, I had to borrow money from family members who bought me an apple computer. Please help me get the surface pro 8 replacement microsoft was to send to me. I must pay back the money I borrowed from family on top of already losing EVERYTHING I had to hurricane ***!!!

  Business Response

  Date: 04/05/2023

  Dear ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Surface replacement issues We have contacted a senior member of our Microsoft  Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:03/31/2023

  Type:Product 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.

  Microsoft 365 When my yearly auto-renewal came up 08/17/2022 I got Microsoft 365 family plan for $105.99. After the auto renewal I changed my plan 13 days later due to me being the sole user in my family, so I downgraded to the Microsoft 365 single plan $69.99. I was charged for both and have been following up multiple times. I even have 2 case numbers it does not have anything in it. (No wonder I didnt get a follow up) trying to get a refund on the $105.99 I chatted with a service representative explained everything and was still denied a refund. This transaction couldnt get any simpler either. The documentation will be scanned and made available.

  Business Response

  Date: 04/06/2023

  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: 04/06/2023

   
  Better Business Bureau:
  
  

  Yes I agree to work with Microsoft to get this refund in order.  I will not accept anything lower than the original price for this refund otherwise we will be back here. I wanted that clearly communicated from the beginning.  It should not take me complaining to the BBB for you to do right by the customer.
  
  Sincerely,
  *************************************

  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:03/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31st I received an email that my Xbox account was being suspended for 2 days due to a "Community Standards Violation." It referred to messaging, but failed to tell me what message was in violation. The "Enforcement page" had zero details. I simply want to know the exact message that was in violation and what community standard was specifically violated. I am seriously considering switching my gaming to Playstation. I am not arguing the suspension, I just want details of what triggered it I cannot improve my compliance with your "Community Standards" without details of what violated your gestapo rules.

  Business Response

  Date: 04/05/2023

  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

• Initial Complaint

  Date:03/31/2023

  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 am currently being billed 16$ a month from Microsoft. I called them several months ago and they said they had no subscriptions related to my account and that I should report it as fraud. I reported it as fraud to my bank and had to change over all of my info. I am still being billed for whatever this service is after I changed my card. I called Microsoft and asked for a supervisor. they indicated that I could still be billed by them even though they do not have a current or active card on file. If this is the case - why would reporting it as fraud have been a solution? The person on the phone I spoke with at the manager level indicated that I needed to call my bank for this. I advised that was not going to happen because I already had, and reported this charge as fraud. The supervisor terminated the call when I asked for their name after telling me that they were going to hang up on me for using a swear word in my frustration. Microsoft cannot bill my bank account without my permission and they are providing no answers - they cannot even tell me what the bill is for. Checking my bank account I have been continuously billed for this every month for the past year and I do not know what it is for, nor does Microsoft. Kind Regards,

  Business Response

  Date: 04/06/2023

  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