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

• 

  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

• 

  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 14647 Tucson, AZ 85732-4647

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:10/27/2022

  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 sent in a faulty Xbox Elite Series 2 controller to be repaired under warranty. Microsoft then mailed me back either a replacement or the same controller. I did not receive the device because it was lost in the mail by ***** and Microsoft made a claim through them, but I have still not received my device or a replacement or been contacted about this incident. Every attempt I make to contact support, I am either answered by a support staff member who is unhelpful and continues to repeat themselves, stating, "it's being escalated," or when I answer the phone, it is dead silent no matter how long I wait for a repressive to decide to speak with **** am no longer able to access the warranty status through my Microsoft account or see the shipping number.

  Business Response

  Date: 11/04/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox elite controller. 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 7009528238.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:10/27/2022

  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 bought my surface pro 5 in 2017 for **** and I expected to last at least 6 or 7 years. It stopped working.in 2019. I had to pay MS 590 dollars.to replace it.(I lost all my files and app which I spend few thousands of dollars to get). Then it stopped working. Again in 2022 and MS again asking for 500 dollars to replace) This.is utterly unacceptable. I have laptops.from **** or ****** dated **** and even **** snd 2016. MS can not push customer to.pay for.their poor and shady design flaw ************ pro needs to be replaced with only shipping cost . service pro 5 suppose to address it's predecessors design and manufacturing flaw. If this.was.happening to car.manufacture had to pay back to custo.er all the cost and **** car price and to tag the car lemon. my laptop IS A Lemon and must be replaced. Customer should.not keep paying 500 dollars each year for a lemon surface 5 laptop .

  Business Response

  Date: 11/04/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Device. 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 7009527174.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 11/04/2022

   
  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,
  
  **************************; please  let me know the next step

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service 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 pay a yearly subscription for Microsoft ******* email. I've had my email address for over 25 years. A few months ago my inbox started being flooded with junk mail and a lot of my trusted emails, those that I have created contacts for, started going into the junk mail. People I've emailed for over 25 years and nothing has changed in their contacts are now going into my junk mail. I spend hours every day having to comb through hundreds of junk mail that floods into my mailbox to extract the emails from my trusted contacts and then remove the junk from my email. Even though MS ******* pops up a question each time I say that the email in junk and in my contacts is not junk, it doesn't keep that information and the same ones end up there over and over again. I contacted customer service on chat a couple of times and finally opened Case #:1044224071 with them on September 23rd. The ticket has been ignored. I've contacted them twice since, including yesterday to ask what they're doing to fix it and the only thing I got was some generic advice about how to sweep my inbox of individual junk email (which doesn't actually work)! I pointed out when I opened the ticket that the spam I get is obvious and ****** and Mail.com easily filter it, but Microsoft doesn't even appear to be trying to stop it, thus I get hundreds daily. But the most immediate issue is that they must fix the problem where emails that are in my contacts are going into junk. I could ignore the flood of junk mail in that folder, but I'm forced to comb through it several times a day just to read the emails I should be getting in my inbox. The lack of response and attention is unacceptable!

  Business Response

  Date: 10/31/2022

  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 7009408092.

  
  We will monitor your support case through resolution.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18320379
  
  I am rejecting this response because:

   

  Hello,

   

  I received this email this morning while still waiting for the company to resolve the problem. It was deceptive of them to provide BBB with a status that the problem had been resolved when all that they did was assign it to someone new, who still has NOT been able to resolve the issue. 

   

  They called me once and emailed me a couple of times. The latest is that they plan to contact me again on November 11^th with an update. Everything they've done so far has been to delay and delay but fix nothing.

   

  I've attached two PDFs to this reply of that correspondence.

   

  Please reopen my case and do not give Microsoft credit for having resolved a significant customer issue.

   

  Thanks,

   

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

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

  Business Response

  Date: 11/21/2022

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

  Thank you for your response. After reviewing your complaint and recent service request #********** we see that *** from Microsoft **************** and Support |Technical -T3, contacted you regarding your case and is still working with other support teams to provide a resolution to you.

  If you have any questions or concerns, please feel free to contact ****

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18320379
  
  I am rejecting this response because: the problem remains completely unresolved. In fact, it's gotten worse! All that they do is send an email every couple of days saying that they're still working on it. When I ask for details on what they're doing, when they expect even incremental progress and how big of an issue this is across the customer base, I'm told that they can't divulge any of that information.

   

  So, there is no actual progress report and no improvement, just an email every couple of days kicking the can down the road and nothing being done. I'd like for them to give the issue a higher priority and to bring in additional staff. It's a fundamental function of email that your contacts should land in your inbox, not go into your hunk mail constantly and persistent junk mail flood your inbox.

   

  Nothing Microsoft has done so far on this complaint is acceotable!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/08/2022

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

  Thank you for your response. After reviewing your complaint and recent service request #********** we see that *** from **************** and Support | Technical-T3 has been working with you on this case. As we mentioned before, please keep collaborating with him as he has ownership of your case.

  We will keep monitoring your support case until a resolution is provided.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18320379
  
  I am rejecting this response because: the issue is still not resolved. I appreciate them remaining in contact and working on the issue, but the case needs to remain open until there is a resolution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/09/2023

  Dear *****************************,
  
  No problem, we will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18320379
  
  I am rejecting this response because: you are still working on the issue and I do not want the case closed. But I appreciate you giving me the update that you continue to work on it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2023

  Hey *****************************, 

  We appreciate your patience and understanding. Please keep collaborating with our representative as you have been doing until now. 

  We will continue to monitor your case towards resolution.

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18320379
  
  I am rejecting this response because: While I appreciate you keeping some resources on monitoring the situation, the issue remains significant. There is still a flood of junk mail hitting my email on a daily basis. Some with the same patterns and it appears that serious measures or resources aren't being taken on the backend to address it. Two weeks ago, I received an email from a Microsoft technician that  stated the developers identified the runaway spam as "subscriptions" I'd made when I continue to get phishing and all kinds of fraudulent emails that even a casual observer would know is in no, way, shape of form a subscription. I requested that the issue be escalated to the next level of technical support, given that communication about "subscriptions:, clearly demonstrated that the developers supposedly working on it don't care or are completely incompetent! The fact that the spam continues unabated proves one or both! Microsoft needs to give this issue a far higher priority and spend actual resources to fix it. If the correct focus was put on it, I'm convinced it could be fixed within 24 hours.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service 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.

  The incident began Oct 21st less than a week ago. My Microsoft account was hacked and the email associated with the account was changed. While working with customer support for over 5 hours I was able to get in myself using the hackers email address without the help that customer service wasn't really even providing. I then went and tried to change the email back and they attached a 30 day approval period to the request. I was assured my account was safe and the hacker wouldn't be able to access the account again. On Oct 24th the hacker accessed the account again, canceling the email change request and was able to change the email again...I get a hold of their customer support again on Oct 25th, being assured once more that they will commit to actions in recovering my stolen account and I have nothing to worry about. Today Oct 26th I get an email that stated my account is suspended indefinitely and since the hacker changed the email more than once, customer support/account recovery team can't help **** had this Microsoft/Xbox account for over 10 years, I have paid for digital property on their platforms many times. They aren't offering me any compensation for my stolen property that they clearly had a detailed idea of that property in their system. They should have a way of honoring the digital property they provide. I was looking online and I'm not the only one that Microsoft has done this to and they say that no one at Microsoft will help with this issue. It just becomes a permanent "indefinite" ban.I know I probably never put 10's of thousands of dollars into my account, It's probably more likely in the ball park of 1,000$-2,000$ in digital property. But they should be able to honor that property to me personally, with or without the original account I payed for it. Seems like they might be intentionally allowing this to happen in order to get customers to buy digital property multiple times...Seems like it's a scam that's been happening since 2018, shame

  Business Response

  Date: 11/03/2022

  
  Hello *************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009497180
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:10/26/2022

  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.

  This is in regards to my purchase of Madden 23 through the Xbox Marketplace.This game is FILLED with game breaking glitches that will erase weeks of progress at random and will corrupt your franchise saves at random.I reached out to Microsoft as the purchase was made through them and they advised they could not refund a digital game once played... How do I find out this game has this issue WITHOUT playing it?I'm now asking you to stand behind your dedicated players and not side with a large company such as EA. If they have a game that is literally unplayable (and you can check the franchise save in my account and note that it is not playable) you SHOULD NOT have it in your store, and you should definitely not allow them to advertise it as being the most polished ever. These are the same issues present in the at least 2 previous Maddens.Once again, I'm requesting a refund for the UNPLAYABLE game purchased in your store.

  Business Response

  Date: 11/02/2022

  Dear ***********************
  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your subscription membership.However, 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  # Service request   # ********** .
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 11/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their response is a little too late after auto rejecting my complaint for several days over. I've filed a credit card dispute with my credit card company which will likely result in the banning of my account, but Microsoft support left me no choice when they wouldn't let me talk to a real person. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  1. Actions (product) not inline with expectations created. Or, 2. False information provided.// Summary (also attached): 11Jun22 bought Surface Pro 8 w/ "Microsoft Complete for Surface Pro with Accidental Damage Coverage (4-year)". 14Sep laptop left on top of car and fell off at some point, found obviously run-over. 14Sep called support and I was informed would be covered. Based on this information, purchased "Advanced Exchange". 20Sep replacement received . 22Sep damaged sent. 29Sep email stating damaged not received. 30Sep called support inquiring why: confirmed would be covered, stated damaged returned to me by mistake, shipping label emailed to return damaged to Microsoft. 13Oct emailed Microsoft informing hadn't received damaged, providing summary. Reply asked for more info. Provided. 14Oct *** email Microsoft package being sent. Microsoft email asking for further info. 16Oct called Microsoft, eventually asking to speak with manager. 19Oct spoke with manager, informed damage would not be covered, and they would take this as "feedback", not acknowledging they created an expectation it would be covered nor false information provided resulted in purchase of "Advanced Exchange".

  Business Response

  Date: 11/07/2022

  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 7009613842.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 11/12/2022

   
  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:10/26/2022

  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 bought an Xbox Elite Series 2 controller long ago. It came out that they had hardware defects which led to Microsoft making the warranty last a year. I got one replacement since then. It broke again (same problem) but it was after the warranty so I didn't bother. I eventually tried to get it replaced at which point they charged me $80 for it. When I got the replacement it had the exact same problem they are known for. The bumpers became unresponsive. Specifically the left one in this case. I contacted them again and complained about paying money for another broken product. They had me send that controller back to confirm the issue and send me yet another replacement. They did. I got it today and not only does this controller have the same issue as the one I sent in but it also has a Dpad problem along with it. How is it ok for a company to send used and already broken controllers as replacements for already expensive controllers?They shouldn't be able to just sell these to people who don't know they are poorly made. Microsoft is aware of the problem and refuse to fix it on the manufacturing level. I assume my money is gone as they already got me, but no reason to let them keep scamming others for a broken product.They even just released a new version of the controller which based on what other customers have said, it has the exact same problems.

  Business Response

  Date: 10/31/2022

  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 7009407329.

  
  We will monitor your support case through resolution.

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:10/25/2022

  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.

  My paid account was supposedly suspended from Xbox for violating the code of conduct. This is based on a friendly post on the Looking for Group section of Xbox. There is nothing violating the code of conduct based on their own customer support. I been told there is no violation but the enforcement team does not review all cases. If I violated a rule I like to know what rule? This should not be allowed if we cant dispute a computer generated suspension with no evidence of a violation.

  Business Response

  Date: 11/02/2022

  Dear *************************
  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your subscription membership. However, 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  # Service request   # 7009460539.
  
  
  
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:10/25/2022

  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.

  You guys, Microsoft employees, have blocked/locked my account so resetting my password and getting access to my account is not an option. This has nothing to do with what I'm entering and what Microsoft employees have and are failing to do to correct. That I why I reported the actions to the *** and Microsoft Employee Code of Conduct violation. I try to login and I'm told no, I'm trying to reset my password and I'm told no. I'm being targeted and mistreated. I am autistic and have a huge problem with it. Do the data dive and correct today. Your actions taken against me and treatment are harmful and targeted.

  Business Response

  Date: 10/31/2022

  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 7009407825.

  
  We will monitor your support case through resolution.

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:10/25/2022

  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.

  Bought Xbox one S 1T brand new on October of 2020. Within 30 days the machine was malfunctioning. On 9/1/2020 I went on the site as requested and logged a ticket for service. I received email confirmation. 23 days later on 9/24 i received email from Xbox stating that due to Covid there would be delay in servicing. With the understanding of Covid I allowed months to go by before emailing asking for status in which I never received a reply nor did I ever receive anything stated in the email from Xbox. I called Xbox today as I still havent received any word on the repair. I was told due to their policy change that my Xbox wouldnt be repaired. I asked how if my ticket was submitted in the time in which this policy still was valid and how does that negate the fact they never followed up as they said in the email nor did they ever send a return label as they stated? They refused to let me speak to anyone else. I have both emails I received from Xbox and having a hard time understanding why they would allow users to submit tickets they dont look at, nor follow up and then you dont honor what you are communicating to the customers. If the emails are needed I will be more than happy to provide them. I also recorded some of the phone conversations from today should I need to seek legal assistance.

  Business Response

  Date: 11/03/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox replacement. After investigating we see that you are currently working with an agent on case **********. Please continue communication with the agent.
  
  Sincerely,
  
  Microsoft Corporation