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

5,239 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:09/08/2022
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.
Microsoft advertises their products at *****************************, my daughter wanted to install Office 365 on her MAC computer. I purchased the Office 365 card on AAF base for $69 on 6/21/2022 all the applications are loaded but will not open. I have tried everything known to man, I am a computer technician and nothing works. Microsoft ******* center just continue to give me the runaround I tried returning the card to AAF base but they told me to get the reciept I produced the receipt then I was told to contact Microsoft. The problem with Microsoft ******* there is no contact number, only instruction on trying to fix the problem which continues to send you in circles, with no resolve. I do not want a refund I just want a Office ************************************** install the applications.******* Main Store ************ Reciept#**********-R1040030308
Business Response
Date: 09/16/2022
Dear ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office 365 issues. 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 7007881779 .

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/18/2022

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:09/08/2022
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.
i bought a digital game that simply does not work as advertised. Microsoft refuses to help me. I cant get call backs when I ask for them and refuses to refund the game. Ive tried every which way to resolve this issue but they simply will do nothing about it.
Business Response
Date: 09/13/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. We provide Digital Game Product refunds as part of a consistent and reliable buying experience. Most people pursuing a refund just want to solve a problem, but sometimes the system is abused. If it appears refunds are being abused, we reserve the right to stop offering them except where legally required.

All sales of Digital Game Products are considered final, but we understand there may be extenuating circumstances.When you request a refund for these products and depending on the purchase or content type in determining refund eligibility, we consider a variety of factors like time since the date of purchase, time since release, and use of the product.

However, as was able to confirm that as part of one of these exceptions the game ********** 23 Xbox Series X|S linked with your account was refunded on Sep 09, 2022

We appreciate your patience while this matter was investigated!

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/08/2022
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 Microsoft Pro a few years ago. it started flickering ( screen) at random timing which almost cost me my board exam as I took my proctored board exam. tried to get in touch with customer services FOR MANY MONTHS. after doing my research was told for a fact that this is a Microsoft manufacturer error ( which means it doesn't go under warranty expiration policy) and shouldn't by the way. tried to find a store close to me which was closed by Microsoft. I found one Microsoft location an hour's drive from me which I thought was gonna provide the support expected. after driving was met by a nice lady who said they don't offer any kind of customer support and I had to try again reaching someone by phone to get help. wasting all that time. another attempt was made for one and half hours and after finally called back by a manager. she was very rude, tried to explain to her the amount of time, money and more lost due to experience asked for solutions, and was replied with the rudest demeanor. she said basically nothing I can do for you and you should have had the time to contact us sooner!!!!. worst experience and I am going to take further steps if this issue is not handled properly by more professional supervisors. very disappointed at Microsoft and the kind of support they give to their customers after charging over **** for a device.
Business Response
Date: 09/14/2022
Hi *************************** ,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft device issues We are unable to verify or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/21/2022
Thats the case # Microsoft is asking about:

Case #: 1043660653
Created on: Thursday, September 8, 2022 10:57 AM
Description: issues with my microsoft surface

Thnx

Business Response
Date: 09/26/2022
Hi ***************************,
Thank you for your response. A senior member of our Devices Support team will investigate this matter and contact you directly.
Your new case number is 7008234576 .

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/08/2022
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.
August 24, 2022 Purchased a product with warranty. Order#********** The delivery is the issue. The chosen delivery service ******* by Microsoft has held the package at their shipping center which is to far for me to collect, and ***** is not releasing the package to be dropped off at the nearest ***** location upon "my" request. The reason that ***** has provided is Microsoft has put restrictions on the delivery, which is not allowing me to pick-up the package from the nearest ***** facility. I have raised several complaints regarding this to Microsoft. I still haven't received the product. I have been hung-up by the ******************* when trying to explain the situation, and my microsoft case ticket was abrubtly closed without confirming that it has been resolved.I even have email records demonstrating that my request hasn't been responded according to concerns presented. Following are all the tickets towards my case;Microsoft Case # ********** Microsoft Case # ********** Microsoft Case # ********** ********** ***** Case # C80231383 (This is ***** Ticket confirmation that Microsoft has put some sort of restrictions/blocks preventing me from moving the package to nearest location)I have made several calls to Microsoft regarding the issue. I have had 3-way calls with Microsoft and ***** to resolve the issue. Still nothing. Microsoft has put me through a lot of hurdles and wasted call hours, the package still hasn't been moved to the nearest ***** facility and I still haven't received my package, nor the confirmation that this being investigated or will not happen again.
Business Response
Date: 09/12/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your missing package. Thanks for providing the previous Serive Request numbers, after reviewing the information provided, we were able to confirm that the package was attempted to be delivered on August 26, however, some information such as the Apartment/Suite and access code number was missing from the shipping address, which made the delivery impossible by ************ hold the shipment on the *************** located on ********************* ******************* for five business days starting from September 09, 2022. After that, the shipment will be sent back to the Microsoft warehouse, if you want to pick it up remember to provide your ID as the information on the shipment must match.

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: 09/13/2022

Complaint: 17934198

I am rejecting this response because:
Although I've received the package, the real issue is not resolved. The missing apartment number and buzzer code was updated on my first call with ****** My Street Address, Area Code, City, State, and Country, were accurate. Accurate enough for the package to be dropped off at the nearest location for pickup using my ID and Tracking #.

I followed the appropriate steps to have this resolved by reaching out to ***** first, updating my information, getting confirmation of "Restriction". Then reaching out to Microsoft, only to have go through multiple calls with Microsoft frustratingly trying to explain that this has to resolved from Microsoft's end.

The real issue is the ***************** I spent several work hours over calls for Microsoft to reject my calls stating its not their issue till an escalation ticket was opened.

I need an appropriate compensation for all the trouble and lost hours due to Microsoft's **************** Mishaps.

Sincerely,

***************************
Business Response
Date: 09/20/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your compensation request due to delivery issues. Microsoft greatly values our customers and regrets that you may have experienced an inconvenience. We make every reasonable effort to deliver quality updates service to all our customers. However, due to the many reasons why delivery may experience such problems, many of which of are beyond our control, the company does not offer compensation in connection with the deployment of updates.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/23/2022

Complaint: 17934198

I am rejecting this response because:
Not admitting mistakes made by Microsoft ***************** ******************** is just wordsmithing, not investigating. Abuse of financial and positional power.

Sincerely,

***************************
Initial Complaint
Date:09/08/2022
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 May 13th I bought a brand new Microsoft Surface Laptop from Best Buy. I paid $1,090.55 for it. Of course, Microsoft is commiting to giving you a machine that is not defective. On June 23rd....just a little over a month of owning the laptop I picked it up to put it into my bag and when I grabbed it I heard a crack. When I opened the laptop there were 3 hairline cracks on the screen. 2 larges ones going across the screen and one small one on the right side of the screen. It had not been dropped before or scratched with anything. I simply picked it up, heard a crack and there were now 3 cracks on a month and a half old laptop. So, I am filing a complaint to either get a refund, have the screen repaired or replaced, or have an equal replacement of my computer. Why do I say this? Because when I spoke with Best Buy they said that Microsoft does not allow BestBuy to repair any of their products. I then called Microsoft because there is no store to go to since they closed ALL of their stores during the pandemic. They said that I can't pay to have the screen replaced because that's just not an option for this laptop and IF they think that the damage was caused by me then they would send the laptop back to me....that's it, no resolution whatsoever. Also, if they deem that the damage was not caused by me they would send me a REFURBISHED computer. These solutions are unacceptable. I paid for a new computer that cracked within a month and a half without any action on my part and I can't even pay to have it repaired? I would get a REFURBISHED computer without any partial refund to make up the difference in quality between a new product and a refurbished one? I would be stuck paying the price of a new computer while have a refurbished one or just get stuck with a cracked laptop that I did not cause while still having to pay full price for it. Microsoft, you need to offer a better solution.
Business Response
Date: 09/16/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface 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 7007880512.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/08/2022
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.
On 8/31, I transferred $13.50 balance from my Bing Rebates Account as a "payout" to my PayPal account order number (44faba36-f4cf-4345-b44d-a48135eefd). Microsoft never fully processed this request and the status of this transfer remains "In Progress". The process states it can take up to two days. On, 9/2 and 9/5 I contacted Microsoft and submitted a new service requests. However, there has been no response to those inquiries so far.
Business Response
Date: 09/13/2022
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 7007757259.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/14/2022

Better Business Bureau:
Microsoft finally responded to my original inquiry and resolved this under Service Request 1542020259.

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:09/08/2022
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 purchased my first subscription from Microsoft office 365 when i purchased my laptop ****** computer on 10/15/2019 from office Depot in ************, ******* and has renewed my subscription with no problem with my account or email. I received an alert from Microsoft that i need to change my password. My Microsoft account had been blocked for security reasons. I have been trying to recover my Microsoft account since September 1st, 2022.Every time I submit information ,I'm told to submit another form with as much accurate information as I can gather . I have gone to ******** The Geek and the office depot. They all gave me the customer Service number for ******************** but couldn't get a live person on the phone. I don't have any more information to submit that I know to make sure that i am the owner of this account.My account is blocked so I can not use my Email:************************************ am using my Gmail address to correspond with Microsoft Support:**************************** issue#:184381031My telephone number ***** 218 0111Thanks for your consideration in this matter. ***************************** 09/7/2022
Business Response
Date: 09/20/2022
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 is7008032855.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/07/2022
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 a XBOX series X about a year and 3 months ago. The Original system broke on me within 6 months so they sent me a new one and now 8 months later the new console they sent me is broke and they dont want to replace it .
Business Response
Date: 09/14/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox and replacement issues We are unable to verify or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/07/2022
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.
This has been a issue SINCE JULY 2022. Ive been hung up on and put on hold for over an hour SEVERAL TIMES. Ive been expecting a refund SINCE JULY 2022. You have cancelled my subscription and now holding MY MONEY without services rendered. THIS IS THEFT. Everytime I call its a different thing AND NO ONE WANTS TO HELP. I will take this up the next level If I have to. GIVE ME A CALL AND A REFUND ASAP
Business Response
Date: 09/13/2022
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 7007757745.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/15/2022

Complaint: 17930681

I am rejecting this response because: I need someone to call me, refund my money as Im not recieving any services from yall. Please resolve this asap

Sincerely,

*****************************
Business Response
Date: 09/23/2022
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 Accounts &Billing Support Advocate *****. contacted you regarding your grievance last communication on August 20th with the following resolution: "This is ***** again with Microsoft support. I would like to thank you for taking my call earlier.Just to recap our conversation I understand you have been attempting to receive refund for a Microsoft subscription. As I mentioned on our call since you attempted to reach close to the 30-day policy I have given an exception and processed a refund for ****** USD. Please allow 5 to 7 business days depending on your bank to receive your refund."
She stated a refund was issued into your bank.
Microsoft consider this case as resolved and now will be close.

If you have any questions or if we can be of further assistance, please feel free to contact us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/28/2022

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:09/07/2022
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.
I have attached info regarding the date I contacted them for resolve. I have not received communication in return. I already have 365 non-profit and did not realize that this was a different billing. I am requesting refund of the product and immediate cancellation. Thank you
Business Response
Date: 09/12/2022
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 7007721037.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/12/2022

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,

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

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Microsoft is NOT a BBB Accredited Business.