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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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Store

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

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:08/25/2022

  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 have tried to contact Xbox Microsoft support for 3 days now but today I finally get a person and I keep getting the run around the first time I guy answered when asked to transfer to supervisor they tell me they don't have a supervisor when asked why is there not one available for me to speak with I was told they don't have a support person for that and long story short the first person I spoke went on to tell me they did not have the money to pay for a supervisor so there wouldn't be anyone for me to speak to so once I called back I had a lady pretend to act like she was getting someone as I sat and waited for 45 mins as she rudely let her tv play in background and every time I asked how much longer she would need to get supervisor she said she don't know and turned tv up louder I am very disappointed as all I wanted to do was get my money back for a charge that they weren't even supposed to take from my bank account...

  Business Response

  Date: 09/01/2022

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

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

  After reviewing the account ************************* no charges were found.

  Would you be so kind to indicate the account in which you were charged?

  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:08/25/2022

  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.

  I called Microsoft-XBO on 8/2/2022 letting them know that my son's game was not cutting on. After a few troubleshooting questions the agent requested that I ship the game back to them. He created a label and sent it to me via email and loaded the label on my Microsoft account as well. On 08/03/2022 I dropped the packed off at *** at *******************************************************. I was given a tracking number to watch the shipment. I watched daily as the shipping has not changed. On 8/22/2022 I attempted to get a call back from Xbox several times and every agent I spoke with hung up on me. I then went to the *** website and submitted a claim for the lost package. They sent an update on 8/25/2022 stating that the claim is closed "Claim Not Approved - Insufficient Merchandise Description". This is by far the most absurd thing I have dealt with. My son's game is now in limbo, and I have no options! Someone is responsible for this, and I am seeking reimbursement as I have proof that that shipment was sent! It was out of my hands once I gave it to ***! On Microsoft website is says "Send us your device within 30 days or your service order will be cancelled.". I don't want this to close and I sent the game to them!

  Business Response

  Date: 09/02/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Lost package. 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 7007360257.
  
  Sincerely,
  
  Microsoft Corporation
  

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17770051
  
  I am rejecting this response because: no one has reached out as of yet this will remain ongoing until someone responds. Several emails from *** have been sent. They are waiting for Microsoft.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/13/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case **********, we see that you are in contact with our agent regarding your issue, We will monitor your support case through resolution. 
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17770051
  
  I am rejecting this response because:I sent a brand new Xbox series X to Microsoft and they sent a replacement that was refurbished. I will be setting up the console today and ensure that it is in a positive standard. I will follow up once I know more. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/25/2022

  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.

  I waited a full year to buy an Xbox series x. Finally got one 11/25/2022. I get it and 6 months later I cant play 90% of my games. They crash back to the Home Screen. I want Microsoft to fix the issue. I dont want to send my console to them so that they have my $500 I spent and the console only to tell me it was lost in transit. Then get it and tell me they dont know when it will be sent back. No. I would either like my console fixed in **** at a place I know it will be or send me a new console and Ill send it back but telling me I have to send my console in on my own dime and wait for a response whenever that would be is unacceptable. This is a Microsoft issue and its wide spread. They could just recall the device but they havent. I dont even want my money back I want a new console. I do not want to send my console to this company without anything in return. Any other warranty they send you a device first but ******************** wants your money and console? Unacceptable. I had never had a problem with an Xbox after 6 months and if Id have known ******************** would do this I would have bought a PlayStation 5. MICROSOFT, FIX YOUR MISTAKE THIS IS NOT THE CONSUMERS FAULT. ITS YOURS!!!

  Business Response

  Date: 08/29/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR ************************ will monitor your support case through resolution.
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17767586
  
  I am rejecting this response because: Ive already paid $536 for my console. All I want is to be able to play the one game Im able to play on my console until the REFURBISHED NOT NEW console arrives.  They want me to send them $536 dollars for a refurbished console again to fix their mistake or they tell me to send my console in for however long. Every other warranty they send a device and you send back the old device. They give you a time you have to send the device back by or they charge the retail price of the device. Not tell you that you have to pay for 2 consoles to get a REFURBISHED console and then when I send back the brick I bought 9 months ago theyll give me my money back? If they tell me they received it? What type of stuff is this?  Why not just do right by the customer instead of assuming every customer is a thief.   Ive been contact Microsoft about this for a month. I was put on hold by representatives when requesting a expedited console only for the office to close and no one ever pick back up.  Literally all I want is a working console and its not ok to punish a customer by charging them double after selling defective devices.  The senior support agent also stated that she closed my claim.  Ridiculous. 
  
  Sincerely,
  
  ************************

  Business Response

  Date: 09/09/2022

  Dear ************************,
  
  Thank you for your response. After an extensive research of your complaint and recent service request # ********** regarding your Xbox Series X we confirm that our advocate ***** from Customer Support contacted you explaining that you can send your device in for an inspection and if needed it can be repair or replace, otherwise, we can send you a replacement, but a hold on your card is needed which will be release once the non-working device is send back to us, this is not an actual charge and is to make sure the non-working device is received back by our service center.

  
  We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated but we stand by the resolution provided by advocate *****.
  
  
  
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/24/2022

  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.

  Type Exchange ****************** button under Send/ Receive menu appeared after several attempts to locate a similar option by looking through the toolbar, File>Account Information>Account Settings and File>Outlook Options menu, aside from 'Need Password' using the menu on the bottom right of the screen that was later used to update the content immediately after two weeks of email would not be displayed using the Microsoft Exchange 365 version All options lead to the following error:"Something went wrong Your computer's Trusted Platform Module has malfunctioned. If this error persists, contact your system administrator with the error code ********.More information: https://www.microsoft.com/wamerrors Additional problem information Error code: ******** Correlation ID: ************************************ Timestamp: 2022-08-24T23:14:52Z More information: https://www.microsoft.com/wamerrors Server message: Keyset does not exist Keyset does not exist"Afterwards, I attempted to change my password using the File>OfficeAccount feature and received the following error:Your organization has deleted this device.To fix this, contact your system administrator and provide the error code 700003.More information: https://www.microsoft.com/wamerrors I felt that my previous correspondence to Microsoft Corporation (BBB Great ************** Complaint ID No. ********, with BBB Great ************** Complaint ID No. ******** created specifically for Outlook Login Audit Reports for **************** account) was also left unattended once the blame could be passed along to **** Communications, BBB Case No. ******** (******) and excessive delay other than needing to bypass a password that would need to be reset due to unauthorized malicious action outside of the Owner's request.

  Business Response

  Date: 08/31/2022

   

  HI ********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your administrator access concernand password issues. A senior member of our Microsoft commercial Team will start an investigation related to this matter and contact you directly. Your new Service Request is 11169661
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 08/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that assigning a reference number to the process to initiate a possible resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/24/2022

  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.

  Over the course of the past four months, Microsoft or a scammer posing as Microsoft took payments of roughly 16 dollars out of my bank account. I attempted to resolve the issue by contacting Microsoft through their helpline and was ultimately told that my bank account and credit card information had been removed from the website during the period in which the funds were drawn from my account. Given that I was told that Microsoft might not be the organization or individual charging my account, I then went to my bank to establish a dispute on the charges and will ultimately be receiving word on the result of my dispute in the coming weeks. If Microsoft had made the charges, I would just like to say that my subscriptions were suspended and my methods of payment were removed and I would like a refund of the amount due per an investigation into the exact date of my cancellation. Thank you.

  Business Response

  Date: 08/30/2022

  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

• Initial Complaint

  Date:08/24/2022

  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.

  Bought a surface duo phone a year ago. had issues with it in the warrantee time. I received a replacement June 28, this year, and now having issues with this phone. Tried endless hours and days to contact someone at microsoft because I would like a refund. I'm on the phone for hours, no one picks up, get the wrong department then they transfer me and I wait forever, then wrong **** again after explaining the situation. calls continue to get dropped,. left on hold for hours. I don't want another replacement. I want to get my money back and never have to deal with microsoft again. A complete run around on the phone. At times the phone won't turn on, overheats or the battery suddenly runs out.

  Business Response

  Date: 09/06/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Duo warranty. 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 7007460783.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/07/2022

   
  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.  I will be waiting for them to contact me with a solution,  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2022

  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.

  At approximately August 23, 2022 at 6:22:46 PM my Microsoft Xbox Account was suspended for a full day or two. Upon reviewing Microsoft Xboxs reasoning it was due to a message that they claim violated their "community standards". However, nothing in the message violated their community standards or guidelines and they absolutely do not offer a way to appeal short suspensions even if they're invalid. The message was related to a game I play on their platform referred to as Sea Of Thieves and the message stated "reaper tuckers coming. Run". I was warning a fellow boat that a another boat referred to as the reapers were trying to tuck away on their boat and hide. Yet I got an account suspension for this. If they at all feel this somehow violated community guidelines because they don't understand the meaning of the message they can contact the company RARE *** that made the game and verify that the message isn't at all anything bad and is about the game.

  Business Response

  Date: 09/02/2022

  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 7007349563.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/23/2022

  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 reached out to Microsoft customer service in regards to a ********************** elite 2 controller that is under Microsofts warranty on 7/29/22. After chatting with "*********" he stated that he was processing everything to just give me a refund for the amount of the controller $179.99. He instructed that I would have to return the controller to Microsoft in which he created the label and emailed to me and stated that I would then be contacted by Microsoft asking for my banking info for the return. I returned the controller on 8/2/22 via ***** and it was received at Microsoft on 8/4/22. I never heard from anyone so I have been going back and forth with chats, phone calls, emails..etc. to no avail and just get a runaround. It has now been a month since this started and have grown increasingly frustrated that know one will resolve this for me. So now Im out the controller and still without my refund!All that I am asking is they honor what they've promised me, my refund. I have screenshots of my chat in which "*********" explained all of this (attached).

  Business Response

  Date: 08/30/2022

  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 7007276823.

  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/23/2022

  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 am 81 years old; I live by myself, I am sick and somewhat invalid. I have a paid support subscription with microsoft and for the last two days i am having problem wiht the internet I CANNOT GET A HUMAN BEING TO HELP ME. PLEASE HELP ME AND GET SOMEONE TO GET ME BACK WITH THE INTERNET. I CANNOT COPE ANY MORE.

  Business Response

  Date: 09/01/2022

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your internet issues and Microsoft subscription.

  After reviewing your account ************************* we did not see any issues with the account and Microsoft Office subscription either.

  If you are having issues with the internet itself, please contact your internet provider.

  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:08/22/2022

  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.

  Microsoft.com will not reply to any of my emails or communication. They will not even provide customers with a customer service phone number. I purchased a new Hewlett-Packard laptop this month which uses Windows/Microsoft system operating systems. I am unable to use my laptop because Microsoft will not accept any password to login. The option for resetting the password leads to questions to be answered. Even these questions/answers I input are rejected. This exact same problem ocurred with a ****** idea pad I had purchased Dec 2021. I spent hours with ****** support and Microsoft trying to help me access this laptop as well. These companies use Windows/Microsoft to run their operating systems and ****** could not resolve Microsoft blocking my access and totally messed up my this laptop. ****** finally took responsibility and returned my purchase price. So here we are again with Microsoft and cannot use this brand new hp laptop. I have sent them over six emails they refuse to answer. I feel in my heart this behavior (sounds harsh of me) but this represents institutonal abuse.I am 73 years old and have not been able to buy a computer for years and cant believe companies are getting away with not supporting their customers. I could not even find a phone number for Microsoft and believe it or not provided phone numbers for other countries. The 2 Microsoft Phone number are no longer in service and dont even provide the new phone numbers.I truly dont understand why the 3 companies are getting away with this treatment of their customers and that is why I finally complained.Grateful for this opportunity

  Business Response

  Date: 08/30/2022

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your  laptop access 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 7007274828
  
  Sincerely, 
  Microsoft Corporation.