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

• 

  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

• 

  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

• 

  Microsoft Corporation

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

• 

  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:07/16/2022

  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 an **** Laptop from Microsoft Store on May 5, 2022. Supposedly brand new. On 7-16-22, I started having trouble with the keyboard not printing s on laptop screen. I called Microsoft to ask them to fix problem. They said that it was under warranty by **** and I was given the number for **** Tech support. I called **** Tech support and they told me That the 1 year warranty was no longer valid. Meaning the laptop was over a year old or more. They told me to call Microsoft store back. I called Microsoft store 4 times and they kept telling me that they could not fix it, replace it or give me a refund. They kept telling me to go back and talk to ****. I kept telling them what **** had told me about it being out of warranty. Finally I gave up and will probably have to spend money out of my pocket. If nothing else I just want to have it documented in case anybody else might have this problem with Microsoft. If you contact me please email me. Thanks.

  Business Response

  Date: 07/21/2022

  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

• Initial Complaint

  Date:07/16/2022

  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 'word exel', and was unable to use it for my year subscription because i could not remember my password, do not know what city i started it from (as i move a lot), nor do i use skype anymore, plus have several accounts. therefore, i was unable despite numerous efforts to affirm that it was my account.i would love to have word exel so i can work with my business associates yet still, after over a year of trying to get in, and being sent emails and still not being able to get in, do not have access.there is nowhere to go to erase existence of my account without actually logging in.please erase existence of account linked to my email. apple store will then allow me to link it to my account again when i buy it again, as my apple account is linked to this email. otherwise, i have no way to work in concert with my various clients who use word.

  Business Response

  Date: 07/22/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006179084.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/25/2022

  a representative called me back, based on recent complaint filed with BBB, after not being able to get into my account for well over a year, for paying for a software through apple store with microsoft i was never able to use. i have lost the password, do not know what city i signed ** in, have too many skype accounts, none of which i use, thus fail to pass the questions to prove my identity. i was told nothing can be done. i was told there was no physical location anywhere in the world i can show up to to prove my identity, that once locked out i am locked out forever because i cannot answer the questions properly, them being out of date to my current life. i recommended they have another way to prove identity, but only heard over and over, it is a security and privacy risk.
  
  come up with a way for people to ask a second string of questions, besides where did they start their accont,a dn what is skype name and assocts; Refund

  Business Response

  Date: 08/03/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issue.  We have reviewed your submitted account recovery forms and, as you know, you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access will be through the **** form. You can submit the form 2 times per day. Please try to provide information not previously provided.   
   
  (https://account.live.com/****) 
   
   
  Sincerely, 
  
  Microsoft Corporation 

  Customer Answer

  Date: 08/04/2022

  Complaint: 17621423
  
  I am rejecting this response because:
  
   
  
  I have asked them to simply delete my account so that I can start over, as not having access is making it impossible for me to work with various clients that use the word platform.  I have offered to show ** in a physical location to prove my identity, as I do not recall the city that I started my account in and have too many other options for various Skype accounts and such that they use to verify identity. Things I have not used for years. They said they cannot help me, so I am unable to use the word software that my clients use, I assume for the rest of my life.  The email it is in relation to is my business email, and cannot be changed.  The employee at Microsoft I finally spoke to after over a year of attempting to get into the account I was locked out of, kept repeating over and over that I could not provide enough evidence to prove my identity.  I am sure I am not the only person who is unable to answer the only three questions available for proving identity, which include what city did you start your accounts in, who are some people on your Skype account you talk to regularly, (when i havent used skype for years), and what is your password. Even my phone number has changed about 12 times in the last as many years.  I suspect Im the only one on the planet with my name, but they said even that is not enough to prove my identity. There was no option given for a physical location to show up at.  I find Microsoft to be stubborn small minded and shortsighted.  My second time contacting the microsoft thru the BBB I asked at least for a refund of the years membership that I could never access. It would seem Im not getting a response to that request at all.
  
   
  
    
  
   
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2022

  Dear ***************************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. Your only method to proof you are the owner of the account will be through the **** form. You can submit the form 2 times per day. Please try to provide information not previously provided. (https://account.live.com/acsr) 
   
  Microsoft now considers this case closed and will no longer be responding regarding this issue.  
   
  Sincerely,  
   
  Microsoft Corporation 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17621423
  
  I am rejecting this response because: I asked for a refund of my one year subscription, because I could not get in and I could not utilize the software and they do not have a recourse that is feasible when I do not know the town that I signed ** in nor what Skype account I had nor the answer to whatever the other question was. I cant keep track of hundreds of possible entries for different towns and different Skype accounts and different people I had on different Skype accounts. I want a refund of my annual money, and I want it noted that there really needs to be another way to regain access to accounts when So much of the world uses word documents. Right now I am stymied and cannot meet with the other professionals in my field across this software.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/26/2022

  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 7007166553.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/16/2022

  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.

  Not sure if this is the correct location. I have submitted a Xbox complaint for Microsoft. I got banned for calling out a cheater in god mode in gtav got banned. I am paying money for this service and play fair. Why am I paying for this? Call me **********

  Business Response

  Date: 07/20/2022

  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 7006112884  .

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

• Initial Complaint

  Date:07/15/2022

  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.

  We have two changes on our CC **** that are for old 365 accounts. We have switched to a corporate account (January 2022)managed through our security partner. All old accounts should have been cancelled. I tried. Now I have received a notice that the cc was declined. I cannot log into the account even get to a payment method because my email address is now being used for our corporate account. The users may be other employees but I have no idea who. All current employees are using the new account. This refers to Organization name : Better Business Bureau of North Alabama Domain : BBBNA.onmicrosoft.com the two recurring charges are referenced on the cc: (I have attached a copy)Microsoft*Microsoft365 F425-6816830 WA MSFT* E0600J36QE MSBILL.INFO WA If it is necessary for MS to have my cc# please, through this complaint process, give me the name and phone# of someone to call. I would like these accounts cancelled. If there is any refund coming to us that is great.

  Business Response

  Date: 07/20/2022

  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 7006101035.

  
  We will monitor your support case through resolution.

  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17572477
  
  I am rejecting this response because: I want this complaint to stay open till the review is complete.  If I had been given a phone # to go with the case # it would be helpful, then I can follow through with Microsoft. 

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

  Business Response

  Date: 07/29/2022

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

  
  Thank you for your response. Upon checking your recent service request ********** I was able to confirm that the Accounts &Billing Support Advocate ****** is actively working in your case toward a resolution.
  
  We will monitor your support case through resolution.
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/05/2022

   
  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.  They contacted me and resolved the issue. 
  
  Sincerely,
  
  *********************************