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

5,246 total complaints in the last 3 years.
2,066 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:02/01/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Office ************** 2019 bundle (download version) on 02/06/2019 for $163.30, tax included. The Microsoft account I used for this purchase was associated with the email address ************************* I discontinued this email address when it became a paying service (incidentally with Microsoft 365) 2 years ago. Instead, I now use a free gmail address.This morning I experienced formatting issues in Word. Documents in standard 8.5x11 format were in the wrong aspect ratio, cropping information top and bottom. I contacted tech support via Chat and spent several hours trying to solve the problem. Sharing the screen with support tech did not work, I don't know why, I checked my firewall, called Apple, etc. there was no problem, I work with Zoom all the time, etc. I ended up, at Microsoft suggestion, uninstalling Word. But how would I reinstall it? I had the product key number and the email confirmation for my purchase. New chat session (transcript attached). Tech support transferred me to billing who ensured me that I would have no problem recovering my software since I had the key number; they would transfer me back to tech support to help me reinstall it. Tech support told me I could not update my account with a new email address. Nor could he help me. I copied the software from a hard drive bootable backup, but was not able to activate it, as no option was available to enter a key number; the only possibility was to provide the email address, which, as I explained above, could not be updated. I tried to call all phone numbers available online to speak with a Microsoft agent live, and was referred back to their website.I am self-employed and have wasted a full day of work. Short of buying a new version of the software, or a subscription, I cannot access documents that are critical to my projects.
Business Response
Date: 02/10/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office issue. 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: 02/10/2023

Complaint: 18966941

I am rejecting this response because:****
A Microsoft representative called me at 2pm today. We tried again the same steps as last week. The representative suggested screen sharing, which did not work (I can do it with Apple, Adobe, etc. why not Microsoft?). I tried to access my Word account using my old email address: Microsoft did not recognize it. I tried to do it using my gmail account: I was informed that no purchase was ever made. After 45mn, the representative told me nothing could be done to retrieve this software, since it is associated with the old email account. ****
I asked why the system could not be manually overridden to allow me to access my purchase. The answer was the same. Last, I asked why consumers were not forewarned that they had to retain the same email address. There was no answer.
****
I request a refund of my purchase.****
Thank you.
****
****
****
****

Sincerely,

**** Saint-pierre ****
Business Response
Date: 02/17/2023
Dear *********************,

We are sorry to hear the issue was not resolved on your first call with our agent. You have a scheduled call for 02/20/2023 05 PM - 07 PM ET with our agent, if you are not available at that time please update the agent with a new timeframe by replaying to the email the agent sent you.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/23/2023

Complaint: 18966941

I am rejecting this response because:

****
Although the Microsoft agent was very kind and thorough in verifying the details of my circumstances during a first and a second escalated phone call, there is currently no resolution to my complaint. We had a third phone call scheduled on 02/20, during which the agent informed me that there was no current solution, but the team was still working on my case. I then received an email stating there was currently no solution, and Microsoft would reach out to me.****
****
Sincerely,

**** Saint-Pierre ****
Business Response
Date: 03/02/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Keep in contact with our agent to reach a solution to your issue, we understand that this process can be a long wait, but please keep in contact with the agent, if no solution is reached please contact us through the BBB portal.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/01/2023
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.
My son got the 30 day free trial of minecraft realms on my switch and then i cancelled the subscription after he did so, Now i'm getting charged 30 days later. I know for a fact i cancelled the subscription on the switch because he brought it to me, and i selected free trial, then went back and cancelled the recurring payment. Microsoft hides behind a "help" page wall and a robot tells you to visit the help page then hangs up on you when you call the support phone line. This is highly unacceptable and theft, and my bank will be knowing about these charges. I can't believe this is one of the biggest companies in *******, yet doesn't offer a single person to provide support and that's pathetic, i will be selling all my stock in this company and i want my stolen money back.
Business Response
Date: 02/08/2023
Dear *************************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.***** us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/08/2023

Complaint: 18966047

I am rejecting this response because:
I have yet to receive any email or correspondence from Microsoft that provides resolution, the investigation number provided does not cite if they plan to resolve the issue in any way or if they will ever even contact me again.
Due to the fact that Microsoft does not even provide a support email address to contact, i don't believe this is a satisfactory response.
Note that I have tried to contact Microsoft support multiple times before ever submitting this complaint, and all their hotline provides is a robot that tells you to visit the website then hangs up on you. There is surprisingly no other option for me to contact Microsoft aside from this platform. Please provide a resolution or another contact method.
Sincerely,

***************************
Business Response
Date: 02/20/2023
Dear *************************** ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/26/2023

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:02/01/2023
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 charged my credit card for $99.99 for an annual subscription that I did not authorize and the phone number associated with this charge is invalid **************.
Business Response
Date: 02/09/2023
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:02/01/2023
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 ordered a Microsoft Surface pen (model ****, serial #************** on May 25, 2022 from an authorized retailer *********** Services, LLC). It stopped working on 1/26/2023. I called Microsoft support to troubleshoot and they could not resolve the issue. After lengthy troubleshooting, the tech crashing my computer, and having difficulty contacting the department again they finally transferred me to someone in the surface department who said they could help. She said she put through a service order and that I should get an email with prepaid shipping label and instructions to complete the replacement in ***** hours. I never received these things. I emailed back to the support case ticket (Case #: **********) on 1/30/2023 trying to get assistance and filed a new support ticket as well. No one has contacted me back and they marked the issue as resolved. I cannot get ahold of anyone and they will not help me. All I want is for them to honor the manufacturer warranty and finish this order for replacement like they said they would.
Business Response
Date: 02/10/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface pen issue. 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: 02/16/2023

Complaint: 18965094

I am rejecting this response because:

Yet again they asked for all the same documentation/photos I've already submitted, and I sent all of those again that same day (2/11 to **************). T

Then I followed up on Wednesday (2/15) and asked if they needed anything else to send the packing label/instructions for the replacement. They haven't responded meaning they don't intend to help me... YET AGAIN.
When I first had this issue with this pen months ago, the support person sent all of it while I was still on the phone with him!! They're defrauding their customers by not honoring their own warranty agreement and not providing any kind of customer service, just runaround and asking for the same things over and over when all they have to do is actually HELP me by sending the email with packing slip for this repair!

Sincerely,

*****************
Business Response
Date: 02/24/2023
Dear *****************,

We sincerely apologize for the inconveniences you have experienced so far with your product and with the support experience. We have investigated the case we have opened previously, we see that the agent compensated you with $90 USD credit to your account, Microsoft will consider the case closed.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/01/2023

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:02/01/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I can no longer view HEVC videos or photos on my computer and microsoft forces a purchase which is only 99 cents. However, the codec never installs and you can't cancel or get a refund. OR get help for that fact. You can see a list of complaints regarding this on the microsoft page itself
Business Response
Date: 02/09/2023

Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your playing videos on your computer. A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/09/2023

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:01/31/2023
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.
I'm filing a complaint against Xbox regarding a 14-day free trial code for Xbox Gold. The code was provided along with the Xbox One purchased in 2014. When I tried to redeem it these days, it says the code is not valid. So I contacted the online support team. After a 2-hour chat with an agent and a supervisor, the supervisor concluded that the code expired in 2019, despite that no expiration date is specified on my card (the only restriction is that it cannot be added to an existing Xbox live gold membership). The supervisor, *************************************, stated that "As you know, we are a technology platform, our main goal is to always move forward and enhance our system, in order to provide the best gaming experience", which indicates that your company is a tech firm that disregards the user agreement any time you want. This supervisor also refused to point out the written terms for the expiration date, refused to escalate the issue to any department that can solve this issue, and worse, he/she just closed the chat when I was still typing for confirming the conclusion. The support request number is **********.
Business Response
Date: 02/06/2023
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: 02/09/2023

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:01/31/2023
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.
On May 28, 2020 I placed an order for a Microsoft ****C Travel Hub in the amount of $98.76 on microsoft.com. The product was delivered and worked properly for 10 months and then the **** port stopped displaying. I have updated drivers, completed all updates, used the online help tools and documents, and placed several calls and opened cases trying to get Microsoft to refund or replace this item. To this day the **** port does not work. In my most recent attempt to resolve the issue I was transferred to sales and waited on a silent hold for 20 minutes and no one picked up. The ****C, and Ethernet ports on the travel hub work. My Microsoft Surface tablet that the ****C travel hub is being plugged into displays on my monitor with the **** chord and another dongle so the issue is definitely the **** port on the Microsoft ****C Travel Hub. Based upon similar complaints found on ****** this is a known issue. Please replace with a working product or refund my money.
Business Response
Date: 02/09/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your USB C hub. 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: 02/10/2023

Complaint: 18962401

I am rejecting this response because: I have submitted my proof of purchase and pictures per the request of the customer service agent. If the item is replaced or refunded then I will respond accordingly.

Sincerely,

*****************************
Business Response
Date: 02/20/2023
Dear *****************************,

Thank you for your patience, after investigating your case, you were given $100 credit to you account for you to replace your device as this is faster than a warranty exchange, Microsoft will consider this case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/27/2023

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:01/31/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I believe I already filed a complaint last year surrounding something related to this issue. Everything seemed fine until there was some kind of glitch or change in my sons account several months ago. I do not know the exact date but its been at least 2 1/2 months since he's been able to use his account. The issue was that my ex husband's email was linked to my son's gamer tag.... we needed to change over the gamer tag to my email to avoid issues with signing in and purchases made through the account. I spent several weeks last year trying to resolve this, it wasn't until I made the BBB complaint that seemed to light a fire under them to get to the resolution. Fast forward to December 2022 and my sons has been logged out of his Xbox account, which would be no big deal except it seems that ex's email is somehow reattached and he no longer has access. So we are dead im the water. Nobody has any way to login. After spending some time online trying to figure out how to contact Microsoft, I realize there is NO WAY TO CONTACT THEM DIRECTLY. You have to go online search solutions on your own even when the prompts for your particular issue don't exists. There is an option for online chat....which only resulted in me being sent the same links that had already failed to provide solution. Next option, request a call back which was not available for my particular issue so I had to go through the prompts until I came up with a fabricated issue that was worthy enough of a call back. I had trouble understanding the agent, most of the agents, I don't mean that to be insulting it's just frustrating when you're trying to problem solve and communication was strained. 3 weeks, 15 email, numerous phone calls and im still paying for a service I can't use. Not to mention the over 1200$ invested in the particular account I would lose if im not able to resolve this. There were so manymore issue with customer service but im running out of characters.
Business Response
Date: 02/08/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your linked accounts issue. We created a new service request for further assistance. ID **********

Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/31/2023
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.
We listed our business on Bing and created an advertising account. The account was closed and despite my appeal and contact by email and phone they refuse to tell us what was suspicious or does not meet their guidelines. It's odd because our direct competition lists on Bing and uses Ads but somehow our account is closed. We are an established business that adheres to every law governing our business. We have no idea what to correct or change. We are a mental health practice and we have submitted for accreditation with Legit Script. If we simply need to receive the accreditation and provide that PRIOR to running ads thats understandable but it does not seem reasonable to provide some clarification.
Business Response
Date: 02/07/2023
Dear ***** Uhlenhopp ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/31/2023
Type:Delivery 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.
***** allegedly delivered a package while I was home. I specifically asked Microsoft, the sender, to tell them to knock on my door. No knock was provided, the package was allegedly delivered. I did NOT find the package at my door! More information is available upon request.
Business Response
Date: 02/07/2023
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Lost package. 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

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Microsoft is NOT a BBB Accredited Business.