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

5,180 total complaints in the last 3 years.
2,074 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: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
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.
On Sunday, October 23, 2022, I published a build to the **** four galleries on Xbox one. And early Monday morning, around 4:32 am and 4:34 am, I received two Xbox live enforcement action suspensions for my gamerpic, which was nothing but a picture of myself. I received these suspensions because a young girl decided to report my gamerpic and my build on **** four for Xbox one. After all, I used packs in my house that she couldn't purchase. Later that Monday afternoon, it was brought to my attention by a friend that she got reported. And the little girl admitted to my friend via ******* that she was contacting Xbox and saying we were harassing her, which isn't true. All over some builds in the **** four. Now, my issue is that I can't get in contact with anyone at Xbox. Their Xbox enforcement team is no help, and I can't file a case review or appeal. And I've been falsely accused, and my gamerpic did not violate any terms or conditions. And I'm upset because I pay $15.81 a month for Ultimate Game Pass, and I couldn't even play my game yesterday. Attached below is the suspension screenshot and the original photo of my gamerpic.
Business Response
Date: 11/03/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account suspension. 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 7009495341.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2022

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,

*********************
Customer Answer
Date: 11/08/2022
On Tuesday, October 25, 2022, I filed a complaint with the better business bureau. Tuesday, November 8, 2022, I received an email from Microsoft support. Now, I will say that I appreciate the help the senior advocate gave me it was helpful. But it didn't resolve my issue as I thought. It was hard getting in touch with someone from the Enforcement team. And when I did get in contact, I was on hold for 20 minutes, and then I got hung up on. So, my issue didn't get resolved. And now, I'm afraid to spend my hard-earned money on expansion packs, game packs, stuff packs, and kits for the **** four. I'm also terrified to spend my hard-earned paychecks on game preorders with this issue happening. Because I'm terrified that once I do that, I'll end up with another suspension for no reason, which occurred on Friday, October 21, 2022, when I brought a stuff pack. And then Monday, October 24, 2022, I end up with a suspension after posting on the gallery using that one kit. I did not receive a resolution to my issue. Can I be compensated with a store credit for the Microsoft store on Xbox one in exchange?
Business Response
Date: 11/17/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account. 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 7009902064.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/22/2022
I am rejecting this response because:
it has now been two business days since the last email that Microsoft Azure sent me on November 17, 2022, at 12:39 pm, and no one from their support team has contacted me. The Next previous issue with the Xbox enforcement team went nowhere, and they hung up on me. That is why I contacted the better business bureau again, hoping to get compensated with a store credit for the Microsoft store on Xbox one since Microsoft failed to resolve my issue. This whole situation of trying to get in contact with Xbox and Microsoft has stressed me out, and I'm on the verge of tears. I want to receive compensation with a store credit for the Microsoft store on Xbox one for my troubles with dealing with your support team, who's no help and will hang up on a customer after leaving them on hold for 20 to 30 minutes. That's all I am asking for, coming from a lifelong Xbox user. Sincerely,

*********************
Business Response
Date: 12/06/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case SR ********** we see that you indicated to our agent that you are not going to contact the enforcement team, we understand your frustration and we sincerely apologize for all the inconveniences that you have experienced.

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.
When adding money to a Microsoft account I found that it was unusable. I spoke to a customer service representative that told me how to request a refund. I followed his steps to request a refund and received notice from Microsoft that my refund request was denied based on their digital game purchase refund terms but the money was never used to purchase anything. It is unused funds, sitting in my account. I believe many other people have added funds to their accounts and are unable to utilize them, essentially paying Microsoft for nothing. Microsoft should return my money to me immediately.
Business Response
Date: 11/02/2022

Hi ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. We have seen that you already had a previous service request 7009173876
We stand for the representatives response.
Please refer to the refund terms.
We are sorry if that is not the response you were looking for.

Sincerely
Microsoft Corporation
Customer Answer
Date: 11/02/2022

Complaint: 18310535

I am rejecting this response because: nothing was purchased with the funds, the funds cannot be spent by my account, the refund policy does not apply in this instance.

Sincerely,

*************************
Business Response
Date: 11/10/2022
Hello ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009691892

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:10/25/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I use Hotmail for my personal email, and have for years. At some point this year, ******************** has shut down all of their enterprise email spam/phishing filters. I have been reporting about **** threats per day and have even included requests for them to stop allowing these thru. My fortune 200 company does a great job of filtering these out before it gets to end users inboxes, and I would think ******************** could do the same...unless I am specifically targeted by a MS ******** for some reason. Because I have reported over **** phishing attempts in the last 3 months, I feel I am within my right to sue ******************** if I accidentally miss one of these and my identity is compromised. Many of these emails are disguised as legitimate businesses (by design). ********************, by refusing to renew their subscription for anti-spam and anti-phishing software to front-end their servers, should be called out. If enough people are compromised, then I think this is definitely grounds to start a class action lawsuit!All I ask, is that I could continue to use the same email that I have had for decades, without this new security risk. Otherwise, I'll have to go thru the painstaking process of switching to Gmail (which everyone knows is run by a responsible company).
Business Response
Date: 11/01/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009434661.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/02/2022

Complaint: 18309771

I am rejecting this response because nothing has changed, and the directed phishing and spam emails being sent to my hotmail.com account have actually gotten worse since I brought it to Microsoft's attention. With my repeated reports of phishing using the Report > Phishing tool, I now have logged evidence that Microsoft is not only doing NOTHING to security their email servers, but they most likely have allowed and encouraged hackers to target my personal email account.

Sincerely,

*************************
Business Response
Date: 11/11/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) last communication on September 7th with the following resolution:"This is ****** with Microsoft Support. Thank you for taking my call today. Unfortunately, we are unable to block any phishing or spam e-mails."

Microsoft now considers this cased closed and will no longer be responding.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/24/2022
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.
On 10/2/2022 I placed an order at the Microsoft Store for an Xbox bundle and accessories for around $800.I never got an email, text, or call when the order was shipped. So, I checked on the store on around the 7th and it said delivered. I thought the driver marked early, so I waited a day. I then went back to Microsoft store and clicked tracking, where it took me to ****** I saw the picture was not my apartment and complained to *****, who said that they delivered it to the right address and to contact the shipper (Microsoft).I spoke to 3 different individuals at Microsoft, and I sent them a picture of my apartment which is clearly not the one the ***** delivered to. They ended up closing the case and basically calling me a liar and a *****.I was able to reopen the case with ***** and after investigation it turned out the the shipping label had the wrong address, so the mistake was done by someone at Microsoft because my correct address shows in the backend of the store.They continue to ignore my calls and emails and want me to lose almost $800 for their mistake. Is this the behavior of a multi-billion dollar company? I have spent 10s of thousands of dollars on Microsoft products over the years, I have no pattern of malfeasance or crooked behavior, and yet, they treat me like this? I want a full refund or for them to redeliver what I ordered.
Business Response
Date: 11/02/2022

Dear Crystle

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 #
7009459416

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/02/2022

Complaint: 18298040

I am rejecting this response because: I am not having a problem with a subscription membership but ordering an XBOX bundle from the Microsoft Store and them shipping it to the wrong address, which caused it be lost and me out $800.

Sincerely,

***************************
Business Response
Date: 11/08/2022
Dear Jazim

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue Xbox. Nevertheless, we have reached out to our specialized team for this issue, on your behalf and have requested they contact you to assist with your complaint # **********

Meanwhile,We will continue monitoring your complaint through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/16/2022

Complaint: 18298040

I am rejecting this response because: I was contacted once and never again, despite all my attempts and emails. I don't want a solution. Just let the charge back go through and I'll be happy with that. I'm selling my Xbox and getting off of all Microsoft products.

Sincerely,

***************************
Business Response
Date: 11/28/2022
Dear ***************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issue
We do really, apologize for this issue, because you are very important for us however , I will continue working with a resolution for this matter.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/24/2022
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.
On 12/12/2020, I purchased an Xbox Elite Series 2 controller and it came with a one year warranty (Mircosoft was sued into extending the warranty from a measly 90 days to one year). Within six months (4/26/2021), the controller had issues and it had to be replaced due to the joystick drifting and disconnecting from the bluetooth randomly. Microsoft then sent a replacement which a joystick with visibly worse stick drift so I immediately sent that one back as well. The third controller worked for a time, but failed again, experiencing dropped inputs and the right bumper started wasn't registering when it was pressed. Microsoft accepted the replacement order (2/28/2022) because the one year warranty was extended due to receiving a replacement controller. After receiving the fourth controller I didn't expect it to last very long as sure enough I started experiencing issues with the right bumper which was the same issue I've had previously so I put in a request in September, was told initially my warranty was expired (even though the controller was replaced on 2/28/2022), then it was escalated to their advanced care team only to receive the following in response: "Thanks for contacting Microsoft Support for Xbox I am sorry but we cannot extend your warranty. Thank you. I will now close your case.Thanks, **** ******************* Account Manager Microsoft Xbox Support "It barely lasted 7 months and that was the response given to me last week. I have tried to reach back out to Microsoft for more information as to why the request was denied because as far as I can tell, they didn't even consider it. It's criminal this product has been allowed to be on the market and should have been recalled and refunded years ago, not just extended a paper thin warranty they wouldn't even honor.
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 7009406803.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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