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

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:09/10/2022

  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.

  Recurrent charges on credit card. No purchases ever made with the account being charged. Have not been successful locating a customer service phone number to talk with a human. Amount of charge has increased after first fraudulent report made.

  Business Response

  Date: 09/16/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please 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.
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18008010
  
  I am rejecting this response because:

  **************** was contacted.  I was told they could do nothing for me since I do not have an account.  That was the entire reason for calling.  I do not have an account and yet am being charged.  **************** did not even offer to research the issue 

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

  Business Response

  Date: 09/26/2022

  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 7008238866.

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/29/2022

   
  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:09/10/2022

  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.

  An accidental purchase without my permission was made for $99.99 three times after an error message was shown. I was denied a refund because of too many refund requests although I have never requested any refund for the entirety of my Microsoft account. I am extremely upset with how this company has handled this situation.

  Business Response

  Date: 09/14/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request, we confirm that the charge of ***** which corresponds to
  *** 2K23 - ******* VC:*** 2K23 for Xbox Series X|S  shows no activity for what we have decided to issue a refund for the full amount. 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.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 09/14/2022

   
  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, if a refund is issued. The wording of the response seems to imply that is the case. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a problem with a Microsoft product and the technician used a "Quick Assist" app to do screen sharing so he could look into my computer and help me fix the issue. We were on the phone and sharing my computer for a couple hours. That went well, and I believe he fixed the issue I was having with regard to syncing folders to the Cloud (One Drive.) We turned off the remote screen sharing and I closed the Quick Assist app. It was DEFINITELY off.Two days later, I woke up in the middle of the night to find that Quick Assist app suddenly visible on my computer screen and it said that the screen sharing was ON! Of course, the first thing I thought was that someone at their company had tried to hack me, but when I reached out to Microsoft, the guy was rude and unhelpful. He just kept saying that it was impossible for that to happen. But it HAD happened. And when I asked to speak to his supervisor he claimed not to have one. I asked for the name and contact information of the next level up and he said that there was no next level up, which is a lie, obviously. Everyone has a supervisor unless you're the owner of the company. Anyway, he consistently refused to provide me any contact information and he refused to escalate the issue. Meanwhile, I am afraid someone has gotten into my computer and will hack into my bank accounts. I am FURIOUS with Microsoft technical support, and I want to make contact with someone at the corporate office who can both provide me with some reasonable explanation of why this happened and hopefully FIRE that awful man who refused to help me and was rude. During the chat I spoke with one agent and one "supervisor" (supposedly) CHAT NUMBER **********

  Business Response

  Date: 09/15/2022

  
  Hi Silver *******

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern of the technical service.
  We apologize for the inconvenience that you went through.

  We invite you to report any event you believe that *** be an scam action:

  (https://www.microsoft.com/en-us/reportascam/)    
   
  Official Microsoft support agents will never contact you unless you have first contacted us and have asked to be reached. We would like to suggest that you contact your financial institution to contest any charges that have occurred through this scam.  
   
  If you would like to take advantage of our official technical support you *** visit https://support.microsoft.com/en-us or call ************ for assistance.   
   
  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18007191
  
  I am rejecting this response because it is not responsive to what I said and appears to be written by a computer or someone who does not understand the English language. This response is offputting and not helpful. My request was that someone from the company contact me. INSTEAD, this response ignores my request and tells me to go elsewhere and report a "scam," when we have not established that it IS a "scam.". Refusing to address me as a human being and trying to make me go away is a cold, impersonal, unhelpful response. This is TERRIBLE customer service.
  
  HOWEVER, in response to an email that I sent to the *** of Microsoft, I have had a conversation with a Microsoft technical support agent who was very helpful and did what he could to help me ensure that the security of my computer was intact and that I could in future report any additional instances of this occurring. He worked with me for about an hour to review my computer's operating system, and I am happy with the help I received from HIM.
  
  I will therefore withdraw this complain about Microsoft, but NOT because of the terrible response I got in "answer" to my Better Business Bureau complaint. The matter was handled through other channels of Microsoft.
  
  Sincerely,
  
  Silver *******

• Initial Complaint

  Date:09/09/2022

  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 am trying to file a claim for the warranty on my phone. I have tried 4 separate days, with over 6 hours invested. Online they are trying to charge me $1,600 for my $99 exchange AT CHECKOUT ONLY (it shows $99 properly until the final screen). I have spent hours being transferred on the phone, only to be hung up on every time. I have records of 8 calls. I have tried online chat, multiple phone numbers as provided by customer service folks, all whom say they can't help me. Microsoft closed their store in my major city and there are no physical locations to visit. Management won't help, complaints aren't taken.

  Business Response

  Date: 09/16/2022

  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 7007884729.

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/09/2022

  Type:Billing 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 **** from my debit card to charges of ****** and is refusing to give it back

  Business Response

  Date: 09/16/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized charge. 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 7007882244.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2022

   
  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:

  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