Business Profile

Computer Software Developers

Microsoft

Headquarters

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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

5,591 total complaints in the last 3 years.
2,298 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:02/01/2023
Type:Sales and Advertising 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 can no longer view HEVC videos or photos on my computer and microsoft forces a purchase which is only 99 cents. However, the codec never installs and you can't cancel or get a refund. OR get help for that fact. You can see a list of complaints regarding this on the microsoft page itself
Business Response
Date: 02/09/2023

Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your playing videos on your computer. A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/09/2023

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:01/31/2023
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'm filing a complaint against Xbox regarding a 14-day free trial code for Xbox Gold. The code was provided along with the Xbox One purchased in 2014. When I tried to redeem it these days, it says the code is not valid. So I contacted the online support team. After a 2-hour chat with an agent and a supervisor, the supervisor concluded that the code expired in 2019, despite that no expiration date is specified on my card (the only restriction is that it cannot be added to an existing Xbox live gold membership). The supervisor, *************************************, stated that "As you know, we are a technology platform, our main goal is to always move forward and enhance our system, in order to provide the best gaming experience", which indicates that your company is a tech firm that disregards the user agreement any time you want. This supervisor also refused to point out the written terms for the expiration date, refused to escalate the issue to any department that can solve this issue, and worse, he/she just closed the chat when I was still typing for confirming the conclusion. The support request number is **********.
Business Response
Date: 02/06/2023
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/09/2023

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:01/31/2023
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 May 28, 2020 I placed an order for a Microsoft ****C Travel Hub in the amount of $98.76 on microsoft.com. The product was delivered and worked properly for 10 months and then the **** port stopped displaying. I have updated drivers, completed all updates, used the online help tools and documents, and placed several calls and opened cases trying to get Microsoft to refund or replace this item. To this day the **** port does not work. In my most recent attempt to resolve the issue I was transferred to sales and waited on a silent hold for 20 minutes and no one picked up. The ****C, and Ethernet ports on the travel hub work. My Microsoft Surface tablet that the ****C travel hub is being plugged into displays on my monitor with the **** chord and another dongle so the issue is definitely the **** port on the Microsoft ****C Travel Hub. Based upon similar complaints found on ****** this is a known issue. Please replace with a working product or refund my money.
Business Response
Date: 02/09/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your USB C hub. 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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/10/2023

Complaint: 18962401

I am rejecting this response because: I have submitted my proof of purchase and pictures per the request of the customer service agent. If the item is replaced or refunded then I will respond accordingly.

Sincerely,

*****************************
Business Response
Date: 02/20/2023
Dear *****************************,

Thank you for your patience, after investigating your case, you were given $100 credit to you account for you to replace your device as this is faster than a warranty exchange, Microsoft will consider this case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/27/2023

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:01/31/2023
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.
So I believe I already filed a complaint last year surrounding something related to this issue. Everything seemed fine until there was some kind of glitch or change in my sons account several months ago. I do not know the exact date but its been at least 2 1/2 months since he's been able to use his account. The issue was that my ex husband's email was linked to my son's gamer tag.... we needed to change over the gamer tag to my email to avoid issues with signing in and purchases made through the account. I spent several weeks last year trying to resolve this, it wasn't until I made the BBB complaint that seemed to light a fire under them to get to the resolution. Fast forward to December 2022 and my sons has been logged out of his Xbox account, which would be no big deal except it seems that ex's email is somehow reattached and he no longer has access. So we are dead im the water. Nobody has any way to login. After spending some time online trying to figure out how to contact Microsoft, I realize there is NO WAY TO CONTACT THEM DIRECTLY. You have to go online search solutions on your own even when the prompts for your particular issue don't exists. There is an option for online chat....which only resulted in me being sent the same links that had already failed to provide solution. Next option, request a call back which was not available for my particular issue so I had to go through the prompts until I came up with a fabricated issue that was worthy enough of a call back. I had trouble understanding the agent, most of the agents, I don't mean that to be insulting it's just frustrating when you're trying to problem solve and communication was strained. 3 weeks, 15 email, numerous phone calls and im still paying for a service I can't use. Not to mention the over 1200$ invested in the particular account I would lose if im not able to resolve this. There were so manymore issue with customer service but im running out of characters.
Business Response
Date: 02/08/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your linked accounts issue. We created a new service request for further assistance. ID **********

Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/31/2023
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.
We listed our business on Bing and created an advertising account. The account was closed and despite my appeal and contact by email and phone they refuse to tell us what was suspicious or does not meet their guidelines. It's odd because our direct competition lists on Bing and uses Ads but somehow our account is closed. We are an established business that adheres to every law governing our business. We have no idea what to correct or change. We are a mental health practice and we have submitted for accreditation with Legit Script. If we simply need to receive the accreditation and provide that PRIOR to running ads thats understandable but it does not seem reasonable to provide some clarification.
Business Response
Date: 02/07/2023
Dear ***** Uhlenhopp ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/31/2023
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.
***** allegedly delivered a package while I was home. I specifically asked Microsoft, the sender, to tell them to knock on my door. No knock was provided, the package was allegedly delivered. I did NOT find the package at my door! More information is available upon request.
Business Response
Date: 02/07/2023
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 **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:01/30/2023
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.
I am trying to redeem an Xbox GamePass (PC) subscription that I received from the purchase of my PC. However, when I attempt to input my billing address for my credit card, the address is not accepted. I am using my US mailing address for active duty, US military stationed in Europe. But the *** address is not accepted despite it being the only billing address I have and the same billing address that my banks accept and use as my billing address.So not only can I not redeem my free trial period for GamePass (I assume there was a financial deal made with another company to use such an offer) but I cannot even purchase GamePass.
Business Response
Date: 02/07/2023
Hi ***********************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit ******************************************************** 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: 02/07/2023

Complaint: 18954721

I am rejecting this response because: I already tried what they suggested

Sincerely,

***********************
Initial Complaint
Date:01/30/2023
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 pre-ordered a game from microsoft on 9/1/2022 for $79.99. The money was immediately withdrawn from my bank account. In December I received an email stating ************ was cancelled and my money would be refunded. As of today 1/30/2023 the money has not been refunded. After hours of trying to speak to a real person I finally spoke to an agent on 1/26/2023 that told me they had initiated the refund and my bank must have my money on hold. I contacted my bank and they said they have no record of a refund to my account and that they would not have held my funds if it had been refunded. After spending hours trying to contact someone at microsoft again i finally spoke to someone who told me the same thing the last person told me. My microsoft order number for the purchase is **********. And the case number i received from the first agent that stated my bank was holding my refund is **********.
Business Response
Date: 02/08/2023
***************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After further review of your account ******************* based on the order history we did not find any charge.
Please provide the account in which this order was made and update this complaint for further assistance.
Additionally,for future issues feel free to visit Microsoft Support for assistance.
or call at ************ to receive help from our frontline support team.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/30/2023
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.
During this pandemic alot of my affairs have been handled by email. I'm getting back to work my employer can't correspond with me because they blocked me out of my own email. I have answered all the security questions and when they sent a new set of questions I answered them as well. It's went so far to I'm giving them my email contacts a subjects of my email I've been through this over 6 times. And still they won't give me access nor a number to even contact them to find a resolution. My email address is *************************** which is also my name. Please advise. Thanks
Business Response
Date: 02/07/2023
Dear *************************;,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/29/2023
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.
My microsoft was unfairly locked, I contacted the Microsoft live chat in which they told me that it was closed for "invalid sign-in attempts" and offered to contact me within 24hours ( this was 25hours ago, no contact ) I tried to ask how it could be possibly acceptable to close my account for "too many sign-in attempts" when anybody could just attempt to sign in and lock my account. I still have my current password, recovery email and ****** auth and they will not give it back! My microsoft email address is : ************************
Business Response
Date: 02/03/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account log in 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 **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/07/2023

Complaint: 18947949

I am rejecting this response because:

I have still not been contacted by anybody from the microsoft team even though I was informed it would take two business days. Still awaiting for my account to be fixed.

Sincerely,

*******************
Business Response
Date: 02/17/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account log in issue.
After further review we found a previous case which stated as follows

Service request **********

Greetings *****,

This is ****** again with Microsoft Support. I initially tried to contact you via email on 02/12/2023 and again on 02/13/2023. I am happy to assist you, however since no response has been provided, we will be closing your case. If you reply to this email within the next seven days, your service request will be reopened, and I would be more than happy to continue investigating your service request. Thank you.

Sincerely,
****************
Accounts &Billing Support Advocate
Microsoft Customer Support & Services
Sunday through Thursday 9am to 5pm CS

Please feel free to reach out back to ****** for assistance.
Sincerely,
Microsoft Corporation.

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