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

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  PO Box 22810 Salt Lake Cty, UT 84122-0810

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:03/28/2023

  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.

  Elite series 2 controller purchased at ******* on September 11, 2022. Warranty should be active for 1 year from purchase date. Controller is defective and not functioning properly. Xbox claims warranty expired 11/20/22. Went to ******* for a printout of the transaction to satisfy proof of purchase. Xbox states it does not meet all the requirements (not sure which requirements as they did not specify); therefore, they cannot help with warranty. Proof of purchase contains all information needed, including store number, date, purchase price and item purchased. A controller that cost $165.84 is malfunctioning and Xbox will not honor the warranty.

  Business Response

  Date: 04/05/2023

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Warranty 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:03/28/2023

  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 physically disabled and on a fixed income. These people swapped out a old series x for a new one as my warranty was expiring. However these people provided no real warranty for the replacement. I call in today explaining how horrible of a day I had and how frustrated I am with Microsoft because none of their stuff can consistently work. They had the nerve to tell me it would cost $300 to repair, after I paid $550 + already. I've already replaced 10 defective controllers due to d pads. No thank you. You would think they'd offer me extended warranty or additional warranty to cover the second defective xbox series x. I've been with Microsoft since the ** Ninja Gaiden and Halo. I'm tired of their defective c*** that keeps costing me more money. Watch they do nothing to help me. I should get 1 free last repair

  Business Response

  Date: 04/03/2023

  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: 04/03/2023

   
  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:03/28/2023

  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.

  Hello,The game "Multiversus" is shutting down and not issuing refunds claiming it was in "Open Beta" yet showed 0 indication on the store page that it was in "Open Beta". I will send screenshots of the store page as proof. I was refused an actual agent to speak too when I tried contacting Microsoft and I am hoping you could help mediate a solution. I have all my receipts and will include them below.7860754012 ********** ********** ********** ********** ********** ********** **********

  Business Response

  Date: 04/04/2023

  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

• Initial Complaint

  Date:03/28/2023

  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.

  Microsoft has stolen my money. Microsoft Store advised me via email that they have cancelled my account for non payment on 3/24/2023, however the company deducted $76.25 from my checking account for that purpose on 3/11/2023. All of my efforts to contact this company has failed as they hold on to my money unlawfully.

  Business Response

  Date: 04/03/2023

  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: 04/05/2023

   
  Complaint: 19864204
  
  I am rejecting this response because Microsoft wants me to supply information that I do not have. I would like a refund if this company is unable to render the service I have paid for.
  *********************** I am rejecting this response.

  Business Response

  Date: 04/13/2023

  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 advocate ***** has been working with you on this issue. Upon checking we were able to confirm the case has been closed as youve become unresponsive.Regardless, please consider we cannot provide a refund if the customer cant provide the information our agent asks for, as we need it to validate the refund.
  
  You can re-open the case if you answer one of our agent emails before April 20th.If theres no answer by that date, the support case will be archived, and this complaint will be closed.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19864204
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2023

  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 of our associates subscribed to MS ******* some time ago. She canceled the subscription 1 year ago but we continue to be billed $60 monthly. We have made several attempts to contact Microsoft but have not been successful.

  Business Response

  Date: 04/04/2023

  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: 04/12/2023

   
  Complaint: 19863732
  
  I am rejecting this response because: 
  
  Microsoft sent this once before I complied with the request and heard nothing back.
  
  I did it again today, and this time, I asked for a read receipt.  Indeed, it was read, but I still have not heard back.
  
  So, they are BSing us.
  
  From: **** *************** <*********************************> 
  Sent: Tuesday, April 11, 2023 4:29 PM
  To: ************************* <*****************************************************************;
  Subject: SIR13735326 - Regarding your Microsoft Account
  
  Service Request 13735326
  Hello,
  Please log into your Microsoft Account using the following link ************************************** Once you are logged in, scroll down to the bottom of the page and you will see the Unique ID. Please copy the string of numbers and letters listed for Unique ID and provide them in response to this email.
   
  Sincerely,
  **************
  Escalation Analyst
  Office Hours: Sunday-Thursday 7:00 AM 4:00PM CST (UTC -6)
  Global Escalation Support
  

  
  

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

  Business Response

  Date: 04/18/2023

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please keep in contact with the agent as response times may vary between 1-2 business days. Thank you for your patience.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19863732
  
  I am rejecting this response because:

  I receive emails claiming that they try to call me, but I never receive a call.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2023

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We will investigate the case that was created for you and take proper action or create a new case to solve your issue ASAP.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19863732
  
  I am rejecting this response because:

  Microsoft emails a link asking us to log in, obtain the code, and email it back to them.  We do this but never get a response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2023

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We are undergoing the investigation with multiple teams to solve your issue, will push further until you have your issue resolved.
  
   Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/28/2023

  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.

  Starting on March 16th, Microsoft subscriptions and microsoft Xbox have fraudulently charged my account. I disputed the charges, and a month later, was credited those charges back. This has happened 4 or 5 times where I'm issued a new card, were at time charges just after my new card. I'm on social security, so I can't close this account for the next three months. I can't get in touch with anyone to stop this. Need help in getting them to call me back.

  Business Response

  Date: 04/03/2023

  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:03/28/2023

  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.

  Microsoft is in violation of antitrust and anti-competitiveness. they force Xbox players to use their browser while popular and more functional browsers are blocked. if I do not find a resolution I will take them to small claims court for the maximum.

  Business Response

  Date: 04/04/2023

  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:03/28/2023

  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.

  Microsoft game software is sold for PC users through various business; i bought Microsoft Flight Simulator 2020 from Steam Valve corporation. Valve only refunds if you try software for approx 2 hours. This flight simulator downloads to the pc in about 15 min and then boots into the game and starts the process of downloading all the rest of the gigantic data while the game is running ************ so after 8 to 10 hours and game is ready you can no longer deal with Valve for any refund. So i downloaded the game about 6 months ago and all worked fine. BUT....1 month ago they sent out through steam a required update which messed up the simulator. i looked online and this happened with many users. The game will not work. I tried to delete and reload from scratch and now it wont even load. I asked Steam for assistance and they came back that they could not help me. They recommend i go to Microsoft. I have no programming ability and have no idea how to fix this. I ask that Microsoft who put their name on Flight Simulator 2020 to refund me my $96.00 that i spent with Steam for their simulator. It takes 8 to 10 hours to load so the game should have much better support for us users.*****************************

  Business Response

  Date: 04/03/2023

  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 will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:03/28/2023

  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.

  Hello. I purchased a Microsoft charger cable for a Microsoft Surface Pro in November 2022. The Surface Pro is out of warranty, but the cable is not - it has a one year warranty per Microsoft. It is my 3rd charger for this device. The cable is not a third party accessory, it is a genuine Microsoft accessory. I tried to get warranty service on the Microsoft website, but they say the Surface Pro is out of warranty, so I cannot find a way to exercise my cable warranty on their website. I've been directed to six different Microsoft web pages with no success. Requesting warranty service or replacement for this cable. There is no visible damage, I only use it at home, but it has failed. Thank you.

  Business Response

  Date: 04/03/2023

  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: 04/05/2023

   
  Complaint: 19861140
  
  I am rejecting this response because:

  After sending and receiving several emails to / from their "representative" named *******, I received another meaningless question today,  I have been responding to their inquiries with detail. I don't believe this claim was escalated or referred to any senior person, but rather an automated "bot".  Nothing about this product I purchssed functions - it doesn't charge the device and the indicator does illuminate when it is attached.  I have informed them of this. 

   

  FROM MICROSOFT 04/05/2023

  Microsoft Escalation Support Communications <*************************************************************************>
  To:***************************
  
  Wed, Apr 5 at 7:38 PM

  
  After sending and receiving several emails to / from their "representative" named *******, I received another meaningless question today (pasted below).  I have been responding to their many inquiries with detail. I don't believe this claim was escalated or referred to any senior person, but rather an automated "bot".  Nothing about this product I purchsed functions - it doesn't charge the device and the indicator light does not illuminate when it is attached.  I have informed them of this.  I no longer wish to communicate with an automated question generator.

  FROM "*******" after many detailed emails:

  Microsoft Escalation Support Communications <*************************************************************************>
  To:***************************
  
  Wed, Apr 5 at 7:38 PM
  
  
  So the power supply looks like it is working but the Surface doesn't turn on?
  
  *******

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

  Business Response

  Date: 04/13/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your replacement order request. After reviewing your complaint and recent support case **********, we see our agent ******* has been working with you on this matter. Upon checking we were able to confirm youve been offered a replacement, but there was no address on your account. We went ahead and added the address to your account so our agent can now place the replacement order. Please provide any information the agent asks for so this case can be solved.
  
  We do apologize for the time its taken to get this matter solved and our agentstone, we will investigate internally about this, thanks for the feedback. Rest assured we will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19861140
  
  I am rejecting this response because:
  

  I appreciate the positive response, and will "Accept" when I receive a Microsoft cable / charger for the Surface Pro.  However, after three weeks of Escalation time wasting, I don't want to accept and have the case closed and receive nothing as a result.  When I have a new functional cable / charger, I will respond as accepted and state my appreciation. 

  This process should not have been difficult.  If I didn't need a Microsoft account to purchase the product, why should one be required to have the warranty honored.

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

• Initial Complaint

  Date:03/27/2023

  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.

  Hey, I'm ***** i contacted Microsoft. But they ignored me the punch cards didn't go through on the woman of game pass i got thee achievements already on Batman Arkham knight one of the required games they will not help me times running out on it. *** contacted them three or ********** already

  Business Response

  Date: 04/03/2023

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issues. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

  
  Sincerely,

  
  Microsoft Corporation