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

5,232 total complaints in the last 3 years.
2,085 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:09/25/2022
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.
Ive been trying to recover my Microsoft accounts for months, have contacted support and no one is responding.My one account keeps saying something about unusual activity and to reset my password but the recovery email is old and I dont have access to it anymore. I answered my security question and it still doesnt let me through to reset my password (Support # SIR11278303).My other account keeps saying that the sign-in is blocked and to also reset my password and again, I no longer have access to the phone number that its asking me for because its an old number, yet it isnt giving me any other option to reset (Support # SIR11125408).I have filled out so many recovery forms twice every single day, providing all the information but to no avail. This is ridiculous!!
Business Response
Date: 10/03/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address you want to regain access to.

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help to further assist you.

If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/03/2022

Complaint: 18127107

I am rejecting this response because:
It was no help at all. I have already provided what youre asking.

Sincerely,

E M
Initial Complaint
Date:09/24/2022
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.
Purchased Microsoft Office 2019 less than a year ago Had to wipe my laptop recently and purchased a one-time install of Microsoft 2019 for MAC laptop. Trying to reinstall product it says password is incorrect. NEVER changed password, have it saved by photo displaying Microsoft website new email and show password, also a keychain backup of the password the email ************************ Updated my new number last December. When attempting to reset password it is displaying old number. Contacted Microsoft, filled out their form and was told it takes 30 days to get a password reset. Which is insane, /I asked for a refund to re-purchase software since /I am unable to reinstall the product because its associated to the email account listed above and /I locked out. Said no, now I am out of ****** plus.
Business Response
Date: 10/03/2022
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 ********** .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/05/2022

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:09/24/2022
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.
This is concerning a warranty replacement for a Microsoft Modern Webcam. On August 29, 2022, Microsoft received my defective webcam, purchased less than a year prior. At this time, no ETA for the replacement webcam has been communicated to me in spite of numerous communications with Microsoft support through phone, email and ******* messages. I am told to be patient. This is not an acceptable outcome for a simple warranty exchange and should not be the way a custumer is treated by a company worth **** trillion.
Business Response
Date: 10/03/2022

Hello *************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding webcam replacement issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008514501

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/24/2022
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.
I purchased a game from Microsoft for $17.49 plus tax. It wasn't until I played it that I discovered the problem. The problem being the inability to save my progress forcing me to start over from the beginning which can entail hours of wasted time. This is the first game that this has been a issue. When I asked for a refund I was told the refund was denied because It already played it. On Microsofts web page for Xbox games it states "depending on circumstances". About a week or so ago I called support and was told I would get the refund, but that I had to be patient. The game is "Green ***** from order #********** purchased on 9/2/22. This is a practice should not be used with not refunding due to it being played when the only way the problem is discovered is after it being played.
Business Response
Date: 09/29/2022
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After an investigation of your case, I decided as a one-time exception to refund the total amount of $19.28 USD. Generally, refunds will be received back into your account within 72 hours, however, could take up to 30 days depending on your financial institution's individual policies.
Youre of course always welcome to contact us again at https://support.microsoft.com/en-us for any future assistance.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/23/2022
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.
UNABLE TO STOP REPEATED REQUESTS FOR EMAIL ADDRESS AND PASSWORD REPEATEDLY ON ONE NOTE USING ANDROID.
Business Response
Date: 10/03/2022
Hi *****************************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 10/04/2022

Complaint: 18119533

I am rejecting this response because: The Telephone # ************ message: REFER TO ONLINE TECH HELP.
The message : Help.microsoft.com CANNOT BE REACHED.
I NEED HUMAN HELP ! !

Sincerely,

*****************************
Business Response
Date: 10/10/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7008739401.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/14/2022

Complaint: 18119533

I am rejecting this response because:
PROBLEM NOT RESOLVED

Sincerely,

*****************************
Customer Answer
Date: 10/19/2022
PROBLEM SOLVED/THANKS/********;
Initial Complaint
Date:09/23/2022
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.
Details:- Gaming Desktop bought on Dec 20, 2021 - Paid $1,749.99 for device plus $79.20 for protection plan - The business committed to providing a quality device with protection for 2 years - Poor quality has caused the device to quit working properly and now will not turn on - I have tried to get in touch with someone who can help me with reviewing my purchase and requesting a refund, but have been transferred repeatedly and have yet to get in touch with someone that can help me with my claim after being on hold for multiple days. The service department has no answers for my questions and fails to get my call to the correct representative every time. - Order #**********
Business Response
Date: 09/29/2022
Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Desktop and performance issue. A senior member from Microsoft team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7008359475
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me. I cannot say that the issue has been resolved until speaking to the assigned agent though.

Sincerely,

*****************************
Initial Complaint
Date:09/23/2022
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.
Ordered three Microsoft Surfaces. One of the boxes showed up empty. Advised our sales rep ********************* immediately and he reported it to management. A *** claim was filed a week later and they came to get the box. It has now been another 45 days with no replacement. **** has been very responsive, but his hands seem to be tied by his management team as he can not get any movement on this issue.
Business Response
Date: 09/27/2022
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 7008279932.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/01/2022

Complaint: 18118477

I am rejecting this response because:

I see a case has been opened and there have been no notes on the case or reach out from the Microsoft to collect necessary information to resolve this. Based on a lack of any attempt other than opening a ticket I don't believe an actual effort was made to resolve.

Sincerely,

*********************
Business Response
Date: 10/09/2022
Dear *********************

Thank you for your response. After reviewing your complaint and recent service request # **********we see that our advocate **************** from Microsoft Support has been attempting to reach you, unfortunately,the agent was unsuccessful.

Apparently, she has been able to gather some information regarding your case, however, the agent still needs to verify your account first.

The case status has been changed to archived, please reply one more time to her last email to continue with the investigation of your case.

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/13/2022

Complaint: 18118477

I am rejecting this response because:

I received ******** email and I responded with both the order number and tracking information. My cell phone is ************** feel free to call me directly. I have sent her a follow up email just now .

Sincerely,

*********************
Business Response
Date: 10/26/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR ***************** we see that a FT4 Specialist ********** contacted you regarding your grievance last communication on October 26st with the following resolution: "My name is ****, and I am reaching out to you on behalf of *****, who is out of the office for today. I hope that you are well. Our internal team has let us know they have been working on your issue through your point of contact, ***************************. We advise that you continue to work with them for any updates."

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/01/2022

Complaint: 18118477

I am rejecting this response because:

this reps ultimate response was that he was just going to alert the department I originally had problems with. We are now at four weeks of no resolution, no phone calls, and nobody seems to actually take ownership of the problem in the escalation department. I am happen to talk to anybody in charge of this posting system or BBB. Microsoft as a organization deserves better systems and employees that this reflects.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After investiagate your case I've found that Direct Sales Manager ************* is working with you directly to resolve your issue. Please keep working with him until your issue gets resolved.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/18/2022

Complaint: 18118477

I am rejecting this response because:

Issue is still not resolved and not nothing offered to resolve the 60 days without a unit. Ticket with BBB should not be closed until issues is resolved. Just assigning it internally does not address complaint.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your replacement incident request. We have seen that you already had a previous service request 7008279932
In which the agent stated as follows
Hello ****,

My name is ****, and I am reaching out to you on behalf of *****, who is out of the office for today. I hope that you are well.

Our internal team has let us know they have been working on your issue through your point of contact, ***************************. We advise that you continue to work with them for any updates.

I am sorry for the inconveniences and delays that have occurred. I wish you a safe rest of your week.
Best Regards,
************
FT4 Specialist
MS Store Fulfillment & Logistics Support

In case you need further assistance please ask for an update who handles the case.

Sincerely
Microsoft Corporation
Customer Answer
Date: 12/12/2022

Complaint: 18118477

I am rejecting this response because:

No body has confirmed this is resolved. They have only confirmed that ******* is working on it. They have been "working" on it for over 120 days now. An appropriate response would be a full refund for the order and/or some sort of confirmation by microsoft that this has been resolved. Transferring to another department and closing the BBB ticket is not an appropriate response. This should be see through resolution before resolving this complaint.

Sincerely,

*********************
Business Response
Date: 12/19/2022
Hi ****,
We apologize for the delay, we have reached out to **** who is the person assigned on you case, please wait for his response in the next ***** hours. Case ID **********
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/10/2023

Complaint: 18118477

I am rejecting this response because:

I will wait for his response. Please do not close this complaint until you add his resolution to it.

Sincerely,

*********************
Business Response
Date: 01/20/2023
Hi ****,
We were informed that you are in contact with ****'s manager and you said him you will take your time to send the device back.
If required, please continue working with them.
Sincerely, Microsoft Corporation
Customer Answer
Date: 01/26/2023

Complaint: 18118477

I am rejecting this response because:

I am working with him but it ** still not resolved. In addition not financial renumeration was offered by him or your team to alleviate the lost time and money on this issues. Is anything being offered?

Sincerely,

*********************
Initial Complaint
Date:09/22/2022
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.
Trying to replace a defective keyboard to a business Surface Pro 8 LTE. It is under warranty and they are refusing to ship the new keyboard under warranty until I pay money or they receive the defective keyboard. I use this device for business purposes and it now as made it impossible to complete daily business tasks. I am looking to have my keyboard replaced under warranty ASAP.
Business Response
Date: 09/28/2022
Hi *****
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding case # **********. We were able to verify your account and we found a service request associated with the information provided in your claim. We suggest get in touch with Surface support team.
If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/28/2022

Complaint: 18116582

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 10/03/2022
I paid for a product and had to send it back due to malfunctioning and they canceled my replacement order. I paid $180 plus taxes for a product and at this point they are refusing to refund me or replace the product.
Business Response
Date: 10/07/2022

Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Keyboard replacement issues.
A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly.
Your new Service request is 7008649063
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/22/2022
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.
After buying a game off their store I get console banned for nothing they claimed it was fraud which it isn't. I tried contacting support they couldn't help me I asked for a email, I have sent them emails numerous times trying to fix the mistake, they ignore it. They have no way of contacting the enforcement team period, no email, no number, nothing
Business Response
Date: 10/07/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox console ban. 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 7008653269.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/07/2022

Complaint: 18064291

I am rejecting this response because: the case number does not exist

Sincerely,

*********************
Business Response
Date: 10/14/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case number **********, this ticket is valid and a senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/22/2022
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 have a surface laptop with waranty. the pc is afiliing and surface wants to replace it. the order number is **********. it took 10 days for the pc to arrive. it did today and that replacement is broken. it regusters a "shut down message-collecitng data". i did ahard reboot and that also failed. i called suport today and was in a foeign call center. explained the issuee with an agent that barely spoke english. she was polite but all i did was repeat myself as she did ot understand. i asked for a ***** and she did ot want to trabsfer. after 3 requests she did. the manager ***** wanted the bad relacement back. no problem. and said that when it is rece ived they will send another in 5 days. the issue is that i am gone out of country from oct 2 - nov2 with not enought time with anew pc to transfer and set up and test the machine before you wanted it back. they did ot undrestand this issue at all. Over and over again i asked for a resolution of next steps. manager sais she was done with me and will close case. no i have a broken pc, I got a bad.broken replacement and not resilition. this is nOT the microsoft i grew up with and know. i asked a for a us persoon- they refused me. i nned several dsys to do the new machine set up. dont know what else to do and trying to avoind the long process to geta relpacement machine. i nned some one at microsoft to help me resiolve- i am ot asking f or money just siport that i paid for
Business Response
Date: 09/27/2022
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 7008270158.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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