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

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Inc

  333 S Grand Ave Ste 3300 Los Angeles, CA 90071-1537

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:06/08/2022

  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.

  My case was closed by microsoft without solving the issue! I've previously made a complaint and they have ignored me and closed the case to address the issue. I responded and they closed the case! I have had a horrible time getting them to take care of my console issue! I got scammed out of a refund, I've been ignored, I've been cheated out of my time and money. They need to fix this! I was told I would recieve a new console after repair but I recieved a refurbished unit! I'm tired of the games that they are playing. I was contacted by a representative that pushed me to the side with the same people that hung up on me originally! Then they closed my case without confirming that that I wanted that outcome!!!

  Business Response

  Date: 06/15/2022

   

  Hi *****,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox issues and refund request.
  
  After reviewing your case we inform you that we found a previous case 7004789505

  
  Stating the following message:
  Hello *****, 
  I hope that your day is going well.
  I have created a return for a refund for the Xbox Series S.You will be receiving a return shipping label that has been emailed to
  **************************** that is needed is for you to take the product and label to your nearest *** store, and they will package the product up to be returned.
  
  Once the return has been received, it can take up to 48 hours for the contacts of the package to be confirmed before the refund is issued. Once the refund has been processed, it can take up to 3 to 5 business days depending on the financial institution used to make the purchase for it to be received.
  
  I have also issued a credit to your account in the amount of 50.00.
  
  If you have any questions, please call us at **************** or reply to this email and I will be happy to help you.
  
  Sincerely,
  *************************
  -----------------------
  Microsoft Corporation.

  Customer Answer

  Date: 06/15/2022

   
  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. The only issue is that they sent the $50.00 to the wrong account. I've sent two emails regarding this but haven't recieved a response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/08/2022

  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 have a subscription to Xbox live and game pass. I trash talked another player and was suspended from communicating (he deserved it, but it is technically against terms of use). The following day, out of nowhere, my services were completely suspended for more than 2 weeks outside of the policies and procedures set forth by Microsoft and it's terms of service. They will not allow contact to resolve the dispute. Thus they are in breach of our agreement and terms of service. Forcing me, the consumer, to pay for services which they are not rendering and I am not receiving. They made an unwarranted escalation of a situation I was already being penalized for, while the device was in fact powered off, and not even connected to the internet. This is tantamount to theft.I will also be reporting Microsoft for what I perceive to be credit card fraud by legal definition, as I paid for this service with **** and DID NOT RECEIVE WHAT I PAID FOR. In closing, due to the obvious fault of Microsoft in refusing to provide contact, resolution, or service, I should recieve in full any monies paid for services not rendered or recieved. In full. I will be initiating a charge back through **** against Microsoft for the entirety of my paid subscriptions unless a resolution can be brought about by BBB action.

  Business Response

  Date: 06/15/2022

  Dear *****************************,    
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. Your account was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live temporarily. The ban will still be in place until the period is over. For further details on what kinds of behaviors or actions led to the account ban,please review the websites listed below.  Xbox has no obligation to provide you with specifics regarding your violation.? We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.?  
  
  You can review the full Terms of Use at: http://www.xbox.com/en-US/Legal/LiveTOU 
  You can review our Code of Conduct at: http://www.xbox.com/en-US/legal/codeofconduct 
  For additional information regarding your ban, please visit http://enforcement.xbox.com/ 
   
  No refunds will be provided as outlined by our services agreement.  
   
  Please refer to the snipped quote below from the Microsoft Services Agreement, Section 9, part (g): 
   
  all purchases are final and non-refundable... We reserve the right to issue refunds or credits at our sole discretion. 
   
   
  Sincerely, 

  
  Microsoft Corporation 

  Customer Answer

  Date: 06/16/2022

   
  Complaint: 17334013
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** Your answer is unacceptable. The penalty is longer and more severe than outlined in your own ToS. This was targeted and exclusive. As such, I feel this is discrimination personally against myself. Since "no refund" will be granted, I will TAKE my refund from you by means of a charge back through ***** I will also be reporting Microsoft for credit card fraud, as I paid for the month of June 2022, and have not received what I paid for. THIS CONSTITUTES CREDIT CARD FRAUD. YOU WILL REFUND THE ***** OF MY ENTIRE SUBSCRIPTION IN FULL

• Initial Complaint

  Date:06/08/2022

  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.

  Microsoft is collecting unauthorized money for their subscription while I ad a owner have no Microsoft account!!This been done twice for the amount of $100

  Business Response

  Date: 06/16/2022

  Dear ***** Ramroochsingh,
  
  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 7005051440 .

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

• Initial Complaint

  Date:06/08/2022

  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.

  Microsoft keeps charging me for an XBOX. I never ordered it. I am on the phone with them now. I need the money refunded to me ASAP. It is **** that I was billed 3 times. Please send me the *****.

  Business Response

  Date: 06/16/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7005061369 .

  
  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/07/2022

  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.

  The Microsoft laptop which I purchased in April 2022 with an extended warranty does not boot up after a Microsoft update. I contacted Microsoft, and they tried first erasing the update and then again erasing the entire computer and still, the laptop won't boot up so they informed me that they will have to replace my laptop.First, they said it would take three days for a replacement and then said five days! Then they said I have to put a hold on my credit card for the full price of a new laptop and I have 10 days to return the defective laptop back to them. Then came the kicker, they said they won't provide me with a new laptop but a refurbished one!I explained that I purchased a brand new laptop and would like a brand new laptop since the update or the hardware was the cause of the laptop not being operational. My business information is on the laptop and I have no way to delete the sensetive information and still have no confirmation as to when I am getting a new replacement laptop.

  Business Response

  Date: 06/16/2022

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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: 06/16/2022

   
  Complaint: 17332047
  
  I am rejecting this response because: I have no idea who to contact to follow up on this matter. They just assigned a case number to my complaint and said someone will follow up!
  
  Sincerely,
  
  *****************************************

   

   

  Business Response

  Date: 06/27/2022

  Dear *****************************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your service request ********** it appears as one of the Repair Escalation Advocate ***** K has been in touch  with you, last communication on June 24 2022,  he asked for a serial number to take any action with the device department.

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

  Microsoft Corporation

• Initial Complaint

  Date:06/07/2022

  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.

  Date of Transaction: October 28, 2021 Amount Paid: $2,033.98 Business committed to provide the below items at the associated costs:oSurface Book 3 $1,799.99 oWarranty (4-Year) $279.30 oSurface Dock 2 $233.99 I attempted to order the device to see if it could be shipped to my overseas military APO/FP address. Because I had a credit card associated with my account the purchase auto completed. I immediately contacted to request order cancelation. I was told the Surface Dock 2 had already processed but the computer and warranty would be cancelled. Later I was charged and I contacted Mircosoft and was informed that the order was not able to be cancelled. Due to the long delay time in receiving mail I did not receive the computer until 22 Dec, before a work trip. In February, upon returning, I noticed that my warranty had been cancelled but not the actual physical device purchases. I attempted to contact Microsoft via Skype (as I am overseas with a local Japanese phone number) it took several attempts as I would frequently be disconnected during the long 1-2 hour hold times. When I first began calling I was within the required 45 day warranty period. I was bounced from one department to another. The orders department and the surface book device department and told that one could not do it be the other department could. Then after I was past the 45 day warranty window I was told the warranty could not be reinstated. I simply asked that I be granted the warranty I attempted to purchase with the device that one of their employees cancelled without cancelling the physical device purchase. I have attempted calling dozens of times but it takes hours on hold and frequent disconnections for one department to bounce me to the other and be told that none of them have the authority to reinstate the warranty. It can be seen in my original purchase agreement that I did in fact purchase the warranty. I am not attempting to purchase after receiving and damaging the device.

  Business Response

  Date: 06/14/2022

   

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request and warranty concern. We are sorry to hear that, unfortunately we cannot proceed with your request; your surface is out of the allowable period to add the extended warranty protection plan. This is possible only in the first 45 days of purchase after that time any item would not be eligible for it.
  
  We are sorry if this is not the response you were looking for.
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 06/14/2022

   
  Complaint: 17328681
  
  I am rejecting this response because: the representative from the Microsoft Corporation canceled my warranty purchase. I attempted to purchase it at the time of purchase of the computer, not after 45 days after purchase. This is a violation of the original purchase agreement and I would like that agreement fulfilled. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/17/2022

  Hello ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request and warranty concern.
  We reviewed further your account and there is not any order warranty that was cancelled based on your order history.
  Your request is longer than the allowed time to get a warranty extended plan. Your device is still in standard warranty, but you will not be able to have the warranty extended plan for 4 years since the time for it is over as mentioned in our previous email

  
  Thank you for your understanding.
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:06/06/2022

  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.

  My son xbox one controller and charging cord was smoking and burned

  Business Response

  Date: 06/15/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Controller. 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 7005014749.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/06/2022

  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.

  Bitlocker error and no way to get into system. Cannot reach technical support for assistance. Microsoft has made it a nightmare to reach anyone for support on their product.

  Business Response

  Date: 06/14/2022

  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: 07/18/2022

  This complaint was solved as Microsoft called me.  I am satisfied with their response.

• Initial Complaint

  Date:06/06/2022

  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.

  Xbox wireless headset was bricked after firmware update Microsoft sent to the headset. Called for a replacement and conveniently they won't warranty their products for more then 6 months.Talked to xbox support and the rude support agent offered no help and hung up after a 30 minute wait. I want a working headset or a Microsoft credit to buy a new headset Or fix my headset

  Business Response

  Date: 06/14/2022

  Dear *************************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with your wireless headset. After reviewing your complaint and recent service request (**********) we see that you have also contacted us via the Attorney General. Relationship Manager Brayan emailed you on June 13, 2022 and will work with you toward a resolution. Please reply to Brayan's email at your earliest convenience. 

  We will monitor your support case through resolution. 

  Sincerely, 

  Microsoft Corporation

• Initial Complaint

  Date:06/06/2022

  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.

  Support staff for company consistently makes claims of attempting to reach customer and leaving voicemail. No voicemail ever comes through and there re no missed calls on phone and in carrier logs. Phone has been checked by manufacturer multiple times and new number and service provider have been obtained but company is still unable to reach me.Had someone reach out to me after filing a report here, but they need to transfer case to business services, who never ended up reaching out to me.

  Business Response

  Date: 06/14/2022

  Dear *********************, 

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your support experience. In order to direct your complaint to the appropriate team, can you please reply to this message with the product or program you seek assistance with? 

  
   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, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

  
  Sincerely,

  
  Microsoft Corporation