Business Profile

Computer Software Developers

Microsoft

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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

5,365 total complaints in the last 3 years.
2,131 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:04/12/2023
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.
In another snarky and disrespectful attempt to abuse the consumer information of a paying customer, this company has implemented a feature where when you try to sign into its Skype app, the screen comes up saying press continue to share your contacts on your phone with Skype. Theres no option to skip but theres a misleading and again snarky fine print note about how you can disable contacts sharing only after you press continue. And if you look further into the fine print note you find out that if you disable it afterward only some of the contacts that you shared are fully removed. In other words all of them are still used by them to create abusive marketing databases of customers who are already paying them with cash.Requested solution being that BBBs other button doesnt work:- Stop this process and allow me to sign into my Skype app without sharing for even one second, contacts on my regular phone with Skype. STOP ACTING LIKE PERVERTS!
Business Response
Date: 04/17/2023

Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding?your concern as to Skype. Skype is not a must for users to install it and those who do not want to accept the terms and conditions to be able to use it , it is understandable by which is under their consent. Users can use any other application if desired.
For further information, feel free to visit
Protecting your online safety, security and privacy | Skype Support
Sincerely,?
Microsoft Corporation?

Customer Answer
Date: 04/21/2023

Complaint: 19926135

I am rejecting this response because:
The response indicates an intention to continue with abusive behavior such as requiring people to share the contacts on their personal phone in order to use Skype and then putting a misleading message such as that after they do it they can reverse it and and then burying it in the fine print that reversing it actually doesnt result in all the data being deleted. Yes people dont have to use Skype. What does this have to do with anything? Skype is engaging in deceptive and abusive business practices and then saying that its OK because people dont have to use their services?

Sincerely,

*********************
Customer Answer
Date: 04/29/2023
Hey I didnt see exactly what you wanting me to clarify. However, I dont think you should mark that the business addressed the issues in complaint, because they didnt. The business instead said that since no one has to use their services, therefore they should be allowed to engage in any abusive and deceptive practice because no one has to use their services. This is pathetic. They didnt act in good faith to try to resolve the issue.
Initial Complaint
Date:04/12/2023
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.
My Microsoft Account was hacked and changed email from ******************** to ***-**************** Then, I recovered my account and changed password to mine through Account Recovery Form.I want to change email back, I do it by changing information within Microsoft Account. It told me to wait for 30days (finish 20th March 2023) So I contacted Support to change my email faster than that.When Microsoft know my account was hacked, they escalate my account and investigate something, and let me wait for 3 days before sending the first email that suspend my account without my consent.I contacted Microsoft again, and the Support Team said that it will lock until the security feature ended. I waited until receiving email that the security feature has been canceled. I contacted them again, but anyone can't help. They bring me through Reinstatement Form and I summited, they told me to wait ***** hours. Over 72 hours, no reply from Microsoft. I contact Microsoft many times until it reaches the date, but my account is still locked. So Microsoft Staff bring me to Engineering Team. I requested they unlock my account. After contacting them multiples time and waiting for the investigation. **** Microsoft reply me the same as the first email. They said the security feature is updating, but the feature should be finished since 20th March. They let me wait for a long time, more than a month, and cannot help anything. Microsoft also locked my account without my consent. When I requested to unlock it, no reply from them. I use that account for more than five years. There is my information in OneDrive. The account has connected to the game I purchased, Minecraft. I provide evidence that I am the owner of the account already. I just want them to give my account back.1st time I contacted them by BBB, I reply their email within the time, and they're still closed my case.So, I send this in 2nd time with the evidence. Plese reply to me, Microsoft.
Business Response
Date: 04/17/2023
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:04/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Slim Pen 2 and Dock 2 on 3/12/23. Something happened during the shipping process, and instead I received a pink t-shirt from Nordstrom with a destination of ********, ****** (I am in *******, **********). It looks as though during shipping, my shipping label got placed on top of the label for the persons Nordstrom order. On 3/15/23, when I received the wrong package, I contacted customer service by phone for a replacement. I was told a replacement would be sent. On 3/19/23, I called customer service again and was told the replacement was never processed. It would be flagged for investigation. (case #**********)On 3/22/23, I was contacted by Microsoft via email asking whether my issue had been resolved. I replied the same day stating it was not resolved and included detailed information on the issue. I never received a reply.On 3/29/23, I sent another email indicating that my issue had not yet been resolved.On 4/1/23, I contacted Microsoft by phone but was told to call back on a weekday.On 4/3/23, I tried contacting Microsoft again by phone but for some reason could not get through to a person. The message kept telling me to go to support.microsoft.com On 4/12/23, I was able to reach a person by phone.. I was informed that the escalation team likely lost track of case#********** and the best way to resolve the issue was to open entirely new case #**********.
Business Response
Date: 04/17/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Upon checking your recent support case #**********, we were able to confirm its pending to be assigned. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Please allow between 3 to 5 business days for an agent to get in contact with you.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I accept the proposed resolution in theory. However, it has been nearly 5 business days and I have heard nothing from Microsoft. This provides me little confidence in Microsofts ability to follow through. I have now waited 36 days to receive any sort of substantive response from Microsoft after many attempts.

Sincerely,

*****************************
Customer Answer
Date: 04/26/2023
I would like to reopen complaint #********. The business never reached out. instead, I received an automated email showing a partial refund. I received $102.49. I should have received $314.16.

Thank you.
Business Response
Date: 05/05/2023
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 stated on May 2nd that both missing items were refunded.Could you please confirm this information, so we can close the case or provide further assistance?

Thanks in advance!

Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sent a notice that I would have ***** taken out of my credit card account and I did not think anymore about it because I had thought I had changed my credit card as the other one was compromised. Because I am on a Disaster assignment with the federal gov - I did not give more though to it. I received an email on the day it was to be taken out and afterwards saying I needed to change my payment. I tried for over a week and site refused to accept the new card which was valid stating it was wrong info. It was not wrong info. I called my bank and they verified the payment card is valid. I finally chatted with the bot online and it cancelled my subscription I have had for years and I had asked them to remove the old card info so I could pay with my new card. As the screen shots show It was proud to tell me that it cancelled subscription. I want Microsoft to give me a year free subscription equivalent to or better than I had. I did not need to be upset while working on a disaster as I need to help people recovery from the floods. I also would like Microsoft to have a line where you can contact a real person like 2 years ago. They have printed on all my word docs that my subscription is cancelled (which I did not authorize) and most of features of word would be disabled by Sat June 24, 2023
Business Response
Date: 04/18/2023
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: 04/18/2023

Complaint: 19925148

I am rejecting this response because they want me to log in to my account and give them information (unique id )they need to investigate
the complaint. Seriously inept all the information is in their system and I am not going to investigate.
ervice Request **********
Hello *****,
My name is ***** with Microsoft Customer Support. I would like to thank you for taking the time to contact us regarding your Microsoft Account. I am sorry that you are experiencing a problem with your account but rest assured that I am committed to investigating your issue.
Please respond to this message with the Microsoft account in question and the **** of that account by visiting the following site and logging into your account: **************************************. 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 attach.
Once we have the Unique ID, we will research your case further and contact you with additional information for resolving your issue. Thank you for your patience and understanding while we work together to resolve your issue.
My office hours are Saturday - Wednesday from 8:00 am. To 5:00 pm. US Eastern Standard Time. I look forward to hearing from you so that we can get this issue resolved.

Best Regards,
**************
Accounts & Billing Support
Microsoft Customer Support & Services
Saturday-Wednesday 8:00 AM 5:00 PM (EST)

Sincerely,

*********************************
Business Response
Date: 04/21/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Security is of most importance for Microsoft, before unlocking or managing any issue related to an account we must verify the ownership of said account, for the safety of the customer.
Sincerely,

********************
Customer Answer
Date: 04/26/2023

Better Business Bureau:

I have reviewed the response made by the business on 4/26/23 in reference to complaint ID ******** and would like to know what it means they are going to do in the case to establish my ownership of my account?
Seriously weird as I check my email and have been on my account and to my dismay not only did they say I cancelled (which their chat bot cancelled my account and not the card so I could input a new card to pay). Who else would contact the BBB and go to my account online????
It is a stalling but they need to investigate the faultiness of their system and IA chat bots and offer a free year of the office I currently have for cancelling without authorization and not allwowing me to imput a new card -I called their 800 number which told me to go online.. In addition I would like to know why my PPI documents from gov were on my account microsoft office account yesterday violating my privacy?

************
Initial Complaint
Date:04/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I saw a notice on my computer my subscription was overdue. (I've been ill and just getting back into emails, etc) I cancelled the initial subscription and resubscribed for the monthly amount of ****) It double charged me, (see screenshot) but then it doesn't give me the service. It is supposed to be Office 365. It took my money twice, but I have no services. I reached out on chat and spoke with ********* who did nothing. Then I asked for a supervisor and **** told me he wasn't going to refund me anything. The ** for the chat issue **********. So, they took **** twice, but did not give me a subscription which is very concerning. It is under the email I provided. I was treated in a dismissive manner. Also, the first time I reached out for help, I received an error. (see attachment) I even called in to the number listed on the Better Business Bureau site and it disconnected on me more than once. I then got ****** and he got huffy when I did not want to give my card numbers to him - even the last 4, I gave him the last 2 of the card that was charged, but this is unnerving since they have already taken my money and I was already refused help and was told I would not be refunded. Since he got huffy, I reminded him I asked for a supervisor to begin with. ( It is annoying to have to repeat yourself over and over again) Oddly, ****** was not understanding, but then said he saw the charges. He said he was sending me to his supervisor, and then he disconnected on me after I held for quite a while. I then called back and talked to **** who said he would get my refund. However, we were disconnected, so again, I call back. I am over an hour into this and still on hold. I am going to submit this, but I am still holding and it seems they disconnect me on purpose to avoid providing me a refund which I am due since I have no services and have been charged twice for 1 subscription.
Business Response
Date: 04/17/2023
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 sincerely apologize for the experience you had to go through, but rest assured we will monitor your new support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/11/2023
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.
My son's account was suspended due to "graphic Image". Apparently, he had complaints about his profile picture. He is a minor (young teenager) and was unable to grasp the concept of what is deemed as a inappropriate profile picture. His account has now been suspended for 1 year. I was told that the suspension was temporary, but I found out today that it is permanent. It is very difficult to reach the Microsoft enforcement team and all Microsoft Xbox customer service representatives state they are not able to assist with account suspension. The resolution I would like is to have all of the video games I paid for transferred to my account or the money I spent to be refunded to me. It is not fair for me to lose all of my money because Microsoft suspended my minor son's account. I would like to receive a resolution to this matter as soon as possible.We can't write Microsoft enforcement using my son's account, because my son's account is suspended. His email is ******************* the user name is ****************** you,***********************
Business Response
Date: 04/17/2023
Dear ***********************,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/11/2023
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 purchased Xbox Series S, 512GB from ******* which is a authorized Microsoft retailer. (*********************************************************). My order number on *******:8090801, Order location code: ******* Confirmation number(s): ***************. Order date: 03/03/2023. When I registered my Xbox (serial number: ************* on my ******************** account, it showed warranty expires in 06/11/2023. I am supposed to have 1 year Limited Manufacturer warranty from the date of purchase. But for my case it is wrong so I contacted ******* and received no resolution and they suggested me to contact Microsoft as they can update the warranty info with proof of purchase as it is mentioned in their website: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** So, I contacted Microsoft and I was referred to their hardware support team, they asked proof of purchase which I provided and they told me to wait 24hrs to see the update on corrected warranty information. After that I waited more than 24 hrs and contacted Microsoft again as there was no update. They again wasted some of my time over the phone and refused to update the warranty info blaming everything on *******'s end. Where it is clearly mentioned in their support website that they can update it when I purchased a brand new unit from ******* which is also their authorized retailer also listed in their website as I provided above, refusing to provide support to update correct warranty date is clearly a violation and I am exploited and denied here of my rights. Would appreciate quick resolution. Regards,******
Business Response
Date: 04/17/2023
Hi ******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox warranty issues. A senior member of our Microsoft Team?will start an investigation related to this matter and contact you directly to work toward a resolution. Your new Service Request is **********

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 04/18/2023

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:04/11/2023
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 4/11/2023 a scammer whose currently in jail used your outlook create a fake email to then use that email to take over my accounts. I called in to see if i cash send in my email and the email showing where it was changed in my other accounts from my personal snark to this fake one and they wanted to charge me 500 for them allowing someone whose in jail to hack their system. Attached is a screenshot from ******** where it shows that it was changed
Business Response
Date: 04/17/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding?your incident with the scammer and your accounts. After reviewing your account ************************ no issues were detected.
We recommend you visit Microsoft.com for further assistance as to your affected accounts.
Or this link How to recover a hacked or compromised Microsoft account - ******************** Support
( *************************************************************************************************************************************************************************** )
Which may you help resolve the issue.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 04/17/2023

Complaint: 19923172

I am rejecting this response because: you didn't read the complaint. My email ************************ wasn't the issue I submitted a screenshot where they hacked my email and changed my email on all my stuff and has everything forwarded to the hackers email that they created with my information.
I'll break it down in steps.
1. My email was hacked
2. They used my email and created a new email with outlook.
3. i found out cause i got an email from my accounts showing my email was changedto this outlook email. Whixh is the screenahot i sent.
4. They've created cashapp with this fake outlook that is under my name which ibsent you my ID. AND SCAMMING PPL OUT OF MONEY.
5. THEY ARE USING THE FAKE ***** ADDRESS ****************************
6. THEY HACKED MINE AND USED IT TO CREATE A FAKE ACCOUNT. I **** THIS HACKERS ***** CLOSED. OR I NEED ACCESS TO IT CAUSE I NEED TO GET IN MY ACCOUNT.
7 AGAIN I'M ATTACHED IS THE ***** I GOT FROM ******** WHERE THEY CHANGED MY ***** TO THIS SCAMMING *****. IF YOU NEED MORE PLEASE LET ME KNOW

Sincerely,

*************************
Business Response
Date: 04/20/2023
Hi *******,
Thank you for the information.
We have created a service request for further assistance #**********
Sincerely,
Microsoft corporation.
Customer Answer
Date: 04/28/2023

Complaint: 19923172

I am rejecting this response because:

Sincerely,

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

What does that mean you created a service request. The hacker has now used the email to create a cashapp in my name and is still scamming ppl. They hacked my ******** changed my email locked me out and I can't access pics of my deceased mom. ******** said I need access to that email they are using my ******** to send my family long distance messages scamming for money. Lying saying I'm selling something and getting money sent to the cashapp. And ppl think it's me. All because if this email. Please either help me gain access to what is supposed to be my email according to what ******** sent me or blocked them. I would rather have access to it so I can get into my ******** and get my deceased mothers pictures. But either way I need help. ******** won't help unless I can verify the email code the are sending. Please help
Business Response
Date: 05/03/2023
Hi *******,
As indicated in our previous email,
we have created a service request for further assistance #**********
Please contact the person who is handing your case for further updates or steps to follow in order to resolve the issue.
Sincerely,
Microsoft corporation.

Customer Answer
Date: 05/09/2023

Complaint: 19923172

I am rejecting this response because: you said contact someone but you when I call I keep the automatic system that pushes me around and get no help. So send me a number I call can without having going through your automatic system and being hung up on.

Sincerely,

*************************
Business Response
Date: 05/12/2023
Hi *******,
As indicated in our previous email,
we have created a service request for further assistance #**********
Please contact the person who is handing your case for further updates or steps to follow in order to resolve the issue.
Or visit Microsoft support for further assistance.
Sincerely,
Microsoft corporation.
Initial Complaint
Date:04/11/2023
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 claims I am over the storage limit for onedrive at over 5GB. I am being forcing to upgrade storage that I do not need under my email account ********************** All my major files are stored using another service. Upon review, they claim my desktop is using over 2GBs. I went to review the files. There are no files containing that amout of data, making it impossible to make room for storage without a purchace for more. The acutal storage avaible for my email account is way under what I am using. However, Microsoft has blocked me from receving any emails without purchace of further storage. I deleted well over a thousand emails and over 50 photos. I went back to see if this reduced and/or opened up the storage. According to *********, nothing changed with the storage usage. This made me very suspicious. I called ************** for support. It is impossible to speak with anyone. They direct you to web support. It does not answer my question. When you call back, they again redirect to their website, then they disconnect the call. They save the number you are calling from, so I am unable to select any other options for support. This is completely unacceptable and unprofessional business.I understand what the issue is regarding the storage, but I do not believe it. I want proof that I am over my storage since there is no files on my desktop that is equivalent to the storage they claim. I hardly have any files on my desktop. I also deleted files there and there still no change in the amount of storage. I want someone to explain how I have so much storage avaible for my emails but they will not allow me to receive emails without storage purchace for Onedrive. I also want someone to explain how deleting mulitiple photos and emails did not reduce my storage use AT ALL. That is IMPOSSIBLE.In addition to the BBB compIaint, I will be contacting the ************************ if no resolution for a full investigation, which, may be a gobal matter.
Business Response
Date: 04/17/2023
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:04/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
4/10/2022 first contact Case number: ********** I contacted Microsoft support on the evening of 4/10/2022 because I was experiencing technical issues with my laptop. It kept showing the camera icon and I could not get it off the screen. The first agent I spoke to was Denden. He asked me to give him control of my laptop to help with my issue. Upon giving him control my device dropped its internet connection. When I noticed it I tried to reconnect, but I no longer had a wifi icon on my computer. I received an email from Denden shortly after saying thanks for contacting Microsoft support and that he was glad he was able to resolve my issue. I responded letting him know that he no only didnt fix my initial issue, but that I now couldnt access wifi from my computer. He responded saying he didnt do anything to it and had only attempted to fix the display driver. I asked to speak with a supervisor and he ceased contact with me after that. I then went on to chat with another representative who kept trying to help me by telling me to download things on my computer. I explained to him that I couldnt download anything because I didnt have wifi. He explained that I would have to download the driver onto a thumb drive and then use that to fix my computer. I asked him to speak with a supervisor and was denied. Microsoft chat agents messed my computer up and would not take accountability. I need my laptop for school and I have assignments that I have to turn in that will be affected by the incompetence of Denden.
Business Response
Date: 04/17/2023
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: 04/18/2023

Complaint: 19920684

I am rejecting this response because:

I have not received any contact from Microsoft.

Sincerely,

*******************************
Business Response
Date: 04/21/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Thank you for your feed back we will push the case as priority or create a new case for your issue.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/27/2023

Complaint: 19920684

I am rejecting this response because:
Microsoft called me and every time I answer they hang up. They are not trying to fix the situation.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we sincerely apologize for the service you were given, if further help is needed please reach back to the customer service agent or back to us.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/10/2023

Complaint: 19920684

I am rejecting this response because:
Microsoft isnt rectifying the problem. They keep responding with a general message that lacks accountability and action.

Sincerely,

*******************************
Business Response
Date: 05/16/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We have opened a case with our Technical team (Case number **********), we sincerely apologize for all the inconveniences youve experienced so far.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/18/2023

Complaint: 19920684

I am rejecting this response because:
They are responding with a general message, lacking any direction on how they are going to fix the issue.

Sincerely,

*******************************
Business Response
Date: 05/24/2023
Dear *******************************,

We have opened a case on your behalf for you to be in contact with one of our agents, please keep communicating with the agent to reach a resolution for your issue, feel free to reach back if any issues rises.

Sincerely,

Microsoft Corporation

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