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

5,253 total complaints in the last 3 years.
2,057 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:07/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a surface pro 5 with extended warranty, my first surface had some weird white spot appear after a while so Microsoft replaced it. After my extended warranty was up i had a update pushed to my surface. After updated it shut down and would never go past the Microsoft logo screen. I called in and they told me to do a bunch of step which none of them work. When i looked online it seams that the ssd had died and is a common wide spread issue i was told i would have to pay put of pocket $450 to replace my replacement. It disappointing that Microsoft expect the customer to have to pay for something that was defective.
Business Response
Date: 08/05/2022
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 7006583553 .

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/10/2022

Complaint: 17645895

I am rejecting this response because:First off Im in ******* they has someone from ********* responding to me. Second nothing is being resolved. Its the same thing over and over i must pay for the issue caused by them. How can i have any thing to do with a SSD failure. Microsoft push an update one i clicked update it loaded restarted and that was the end. I keep telling them the same thing and they refuse to take responsibility. Just keeps saying it cost this much for use to give you another refurbished one. This has been going on 2 years. I am very disappointed in the way they treat their customers

Sincerely,

***********************
Business Response
Date: 08/17/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your recent complaint and recent service request **********, upon checking, since the device has been out of warranty since 2019 the only option available is the paid Out of Warranty Exchange order, which you did not approve.

We understand this is not the resolution you had hoped for but we stand by the resolution provided by advocate ************ from Devices.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/29/2022
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 in the morning as requested, and after being given the run-around over the phone, let me explain, I called Microsoft and spent two hours on the phone and spoke to 5 phone reps (i was given 3 ticket order numbers), and the operators were shuffling me between the same departments, and no-one knew what I was talking about acting clueless, and asking me the same questions. I agreed to the call recording, so there's proof of my claim in their database. The complaint is based on me getting $138.1 refunded for a charge I did not consent to. I spent 2 hours on the phone with the operator, so understand why it's so infuriating that they now email me telling me they can't refund my money (in spite of the many times I was told I would get a refund). The email claimed that this was at the fault of their refund policy. I agreed to the call recording, so there's proof of my claim in their database. The complaint is based on me getting $138.1 refunded for a charge I did not consent for. On the charge to my debit card, the Xbox payment department said was for a Microsoft Office Business subscription, and the Microsoft office payment department claimed it was for a Video Game (i don't own an Xbox, or play games). The Laws do not condone fraud(it's a criminal act), and that action is the debit charge to my card without my consent.
Business Response
Date: 08/05/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. 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 7006591656.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/11/2022

Complaint: 17644819

I am rejecting this response because:

Sincerely,

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

Complaint: 17644819

I am rejecting this response because:

Sincerely,

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

Caller did not offer refund and gave me an attitude I guess Microsoft must be lowering standards on hiring good customer service. The Phone person there gave me the run around. I canceled all my Microsoft Service, If I experience any lash back (from System Admin Managers) on my paid for product (computer)I will be report an antitrust lawsuit on the company through FTC.

I have reason to believe they would do such a thing...
Business Response
Date: 08/22/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your service request, we will unfortunately not be able to provide a refund as all digital purchases are final and non-refundable as outlined by our Terms of Sale, however the auto-renew on the subscription.

Please refer to the snipped quotes below from our Terms of Sale (https://www.microsoft.com/en-us/storedocs/terms-of-sale), Section 16 and the (https://www.microsoft.com/en-us/servicesagreement), Section 9, part (g):

Some items are not eligible for returnall purchases of these types of products are final and non-refundable: digital apps, games, in-app content and subscriptions, music, movies, TV shows, and associated content

We reserve the right to issue refunds or credits at our sole discretion.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/29/2022

I never purchased a Game. I don't play Games, and I much less see the worth in spending money on a game, being that I will not use it. I disapprove; keep the money; I moved out of your cloud and canceled all memberships by simply changing my credit card. In the scheme of things, you would have made more money from me in the long run by just giving me the refund that is rightfully mine. I'm usually more polite about these matters. Still, the customer service was disrespectful and just poor representations of a company that allegedly has over 17 million partners and 75 million customers.
source: https://www.microsoft.com/investor/reports/ar21/index.html
Complaint: 17644819

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:07/29/2022
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.
Xbox charged me for the amount of $16.19 on July 29th for a subscription that is supposed to be charged for on the second of every month. I called 3 times to resolve this issue and being hung up on all 3 times because of phone issues with Xbox not me and just get hung up on because I asked questions about this issue. A red flag was thrown by me after I asked why this wasnt taken out on July 2nd like it has been in the past but Xbox couldnt give me a straight answer and Xbox saying that I got a refund however I never received or never asked for a refund on July 2nd which rises my concerns that someone hacked my account or that Xbox messed up on my renewal and decided to charge me now instead of on the renewal date.
Business Response
Date: 08/04/2022
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 7006566791.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/04/2022

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:07/29/2022
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.
My company use Office 365 Dynamics as part of the Microsoft Office product suite. I encountered a technical issue with Office ***************************** technical support.The first attempt at explaining my issue with Office 365 Dynamics to the MS technical support in *************** did not go well. I encountered many ******** service problems.My second attempt went to the MS technical support in Asia. The **** named Queen, handled and resolved my issue professionally and successfully.I then attempted to contact Microsoft to report the unprofessional support that I received from *********** technical support.The purpose of this complaint is to ask Microsoft how do I contact a Microsoft ******** service representative to report this poor service.In an attempt to contact MS ******** service, I called the following MS ******** support numbers:************ ************************* These MS ******** service numbers do not allow me to submit my complaint either online or with a MS ******** service representative.I was unable to locate any web site, email address or MS ******** service number to report the poor service that I have received from *********** technical support. There is no MS ******** service number available to the public to report problems regarding their call centers.
Business Response
Date: 08/04/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent technical support experience.
On the one hand, we are sorry for the frustration that this has caused you. On the other hand, we are happy to hear that your issue could be resolved. We take all requests such as your seriously and strive to produce the best experience possible. Ive included some insight internally to provide them feedback.
We also invite you submit a report at https://www.microsoft.com/en-us/feedback
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/05/2022

Complaint: 17642226

I am rejecting this response because:
Microsoft has not provided any way to document and issue a complaint against their Phillippines call center.
This is stated clearly in what I wanted Microsoft to do to resolve this issue.
I have not been provided any way to submit a complaint regarding Microsoft Call Centers.
The desired outcome for this complaint has not been met.

Sincerely,

***************************
Business Response
Date: 08/18/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your technical support experience.
Feel free to visit this link and submit your feedback at https://www.microsoft.com/en-us/feedback
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/25/2022

Complaint: 17642226

I am rejecting this response because:
The link that Microsoft has provided in this complaint is for an expired survey that no longer is accepting any input.
Microsoft has provided a dead end link. Their link transfers you to an expired web page;****************************
Microsoft has not provided any solution to this complaint. They do however keep providing dead end suggestions.
I am trying to complain about the poor customer service I received from ********************'s Phillippine call center.
Why is this so hard to do?

Sincerely,

***************************
Business Response
Date: 09/02/2022

Hi ***************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your customers experience with the support that you received.
We are sorry to hear that, we have submitted an insight and this has been internally handled.
Microsoft considers this complaint closed and will not be responding any further.
Feel free to visit Microsoft.com for future issues.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/02/2022

Complaint: 17642226

I am rejecting this response because:
there has been no resolution offered by Microsoft .
I understand that Microsoft has notified their internal operations of their poorly managed support.
However the purpose of contacting this Better Business Bureau office was to obtain a way to submit a complaint regarding the poor service that I received from their ********** call center . Microsoft does not offer a way to provide vfeed back on poor service from their call centers . So I was forced to contact the BBB in their area.
For Microsoft to reply to this complaint stating that they have contacted their internal operations does not resolve this matter.
I am asking that Microsoft provide a way for me to provide feedback on poor services that I have received from the *********** call center.
This reply does not apply to my request. There was no resolution presented to me.

Sincerely,

***************************
Business Response
Date: 09/09/2022
Hi ***************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your customers experience with the support that you received.
We are sorry to hear that, as stated previously, we have submitted an insight and this has been internally handled.
Feel free to visit Microsoft.com for future issues.
Sincerely,
Microsoft Corporatio
Customer Answer
Date: 09/13/2022

Complaint: 17642226

I am rejecting this response because:

There was no resolution provided by Microsoft.
Their reply only states that they have passed this complaint to something called Insights.
It is not known what Insights is or what it does.
It is only known that this complaint has now been passed to an unknown department.
There has been no resolution in providing me a way to document the poor customer service that I received from the Phillippine Call Center.
There has been no resolution provided by Microsoft.
Sincerely,

***************************
Initial Complaint
Date:07/29/2022
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.
Hacked or blocked out my gajones124@********************************************** Phone to verify is ************...Not MY PHONE NO# ************** My account has a folder attached that is not mine or I have no control. (Conversation History)attached documents.
Business Response
Date: 08/05/2022
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 7006584450 .

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/06/2022

Complaint: 17641239

I am rejecting this response because: Now I have 2 ********************** accounts..........
Also get hack messages from ******, ******........

Sincerely,

*******************
Business Response
Date: 08/15/2022
Dear Dear *******************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our advocate ****** from Advanced Capabilities Advocate Team, send you an email on August 15,2022 with some information concerning your case, after reviewing your account we could not find breach to your account, however, you were provided with some instructions on how to report this kind of activity.
To report any future scam emails posing as Microsoft, please see the link below:

https://support.microsoft.com/en-us/topic/avoid-and-report-microsoft-technical-support-scams-392515fa-c630-b41d-2039-a637d5eaaec2
If you have any further questions or concerns, please feel free to reply to the last email sent by the advocate or please visit https://support.microsoft.com/en-US
Customer Answer
Date: 08/24/2022

Complaint: 17641239

I am rejecting this response because:other peoples Hotmail account do not have this folder

Sincerely,

*******************
Initial Complaint
Date:07/28/2022
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.
I have received nearly a hundred scam spam emails all originating from Outlook locations all over the globe, I have informed the idiots at both Outlook and Microsoft on nearly every single occasion, but they do nothing to slow or stop the scammers from using their domains stopping them once and for all!!!
Business Response
Date: 08/05/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regardingthe scam emails you received. Unfortunately, these scams have become all too common, affecting millions of consumers worldwide. We take your privacy very seriously and would appreciate it if you reported this phone scam at the site below:

(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.

If you would like to take advantage of our official technical support you may visit https://support.microsoft.com/en-us or call ************ for assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/05/2022
I am not satisfied with Microsofts response, they own the Outlook email domain, and I have received hundreds of bogus scam spam emails over the past few weeks, several today alone, and I keep reporting them, but they do nothing to stop them, they are incompetent!!!

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:07/28/2022
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 has setup a onedrive account and is collecting my data. I've checked their website and to delete or remove the account I have to log in. Unfortunately I have no idea where this account came from and can't find a way to contact anyone at the company to resolve this. I tried sending a message through the email link they provided and my email bounced back as if it can't be sent. In the past I have had to delete this program from my computer for being very invasive. I have never liked the idea of saving data on someone else's computer and would never sign up for this service. It is being forced on me through automatic enrollment and an inability to access or control the account. Didn't Microsoft get sued for forcing their products on everyone in the past. The account is on my email *************************** I have 4 computers 2 cellphones 2 Playstations and 4 tablets i have said no to this program many times, no means no and it's very inappropriate to use automatic enrollment to side step someone's decision.
Business Response
Date: 08/04/2022
Hello *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account OneDrive deletion request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006562005

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was an xbox live subscriber for many many years, and in those years I have purchased quite a few digital video games. i have recently cancelled my xbox live gold subscription and have been informed that without xbox live i cannot play the digital games i purchased regardless if i download them or not. since i paid to purchase the games and i cannot access them anymore i requested refunds which have all been denied because i was out of the two week window allotted for refund requests. As i have said some of the games i purchased years ago but cannot play anymore. i have sent emails and called the support hotline to no avail my support request number is **********. I don't feel it is unreasonable to ask for a refund of the games since microsoft was happy to take my money to buy them in the first place and are now denying me access to them without paying more money for a subscription i no longer want.
Business Response
Date: 08/04/2022
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 7006566607.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a satisfactory first step. I will await and see if anything actually comes of this

Sincerely,

*****************************
Initial Complaint
Date:07/28/2022
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.
Yesterday my Xbox live account was permanently suspended for harassment. I dont play Xbox too often anymore and I havent played Xbox in the past few days so I dont know what could have caused this permanent ban. I submitted an appeal but to no surprise it was instantly denied. The only thing I could think of that could have got me banned was my Sea Of Thieves account being banned at the end of May because I shared accounts with friends to use their cosmetics which they thought was fishy and banned me on there too. I dont care about sea of thieves anymore and I would really just like to get my microsoft Xbox account back so I can play video games other than sea of thieves since I was removed from that one for no apparent reason also. Thank you.
Business Response
Date: 08/04/2022
Dear ***********************************,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. Your Gamertag 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.

We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.

You can review the full Terms of Use at: https://www.microsoft.com/en-us/legal/terms-of-use

You can review our Microsoft Services Agreement here: https://www.microsoft.com/en-us/servicesagreement

You can review our Code of Conduct at: http://www.xbox.com/en-US/legal/codeofconduct

For additional information regarding your ban or to file a case review, please visit http://enforcement.xbox.com/. After signing in to https://enforcement.xbox.com with the account that received the suspension (or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website and see your active and completed suspensions. There is a drop down labeled Reason for actionthat you can click to see the exact text that resulted in the suspension. If non-text content was part of the violation, you will see a message that says This action occurred due to infringing image,audio, or other multimedia content in sent messages.

No refunds will be provided as outlined by our services agreement.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/04/2022

Complaint: 17635702

I am rejecting this response because:I know for a fact that on my Xbox account (ddthekidd) there has been ZERO harassment, threats or abuse coming from my account. I would please ask that you check all my messages, group posts, history and anything related to communicating to other players because I know I did nothing wrong. Thank you

Sincerely,

***********************************
Initial Complaint
Date:07/27/2022
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.
Cannot reach Microsoft technical support regarding issues with my domain business account. If you call in, the phone system runs you through a bunch of voice messages and than transfers you to hold music for hours.Cannot open a ticket because their admin pages don't work.
Business Response
Date: 08/03/2022
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

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Microsoft is NOT a BBB Accredited Business.