Business Profile

Computer Software Developers

Microsoft

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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

5,378 total complaints in the last 3 years.
2,147 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:07/31/2022
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 sent an email back in April to cancel my account due to accessibility problems, among other things. My request was completly ignored and Microsoft has continued to charge me and when I have tried to cancel I was told I don't have an account, yet they still take money from me.
Business Response
Date: 08/04/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please 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.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/04/2022

Complaint: 17648917

I am rejecting this response because:
I have already contacted customer service. Why dies this company make it so hard to cancel Sincerely,

***********************
Business Response
Date: 08/16/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7006877984.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/30/2022
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 purchased the game Minecraft, but Microsoft will no longer allow me to play it. They want me to migrate my account from Mojang to Microsoft, but I cannot continue the migration process as my associated email is no longer valid. It is an old email from college in 2008. My account is finalhatdeed and my associated email is ***************** If I am no longer allowed to play my game offline or online, I would like a refund for my purchase. I would prefer to migrate my account, but there is no way I have found to do so without access to a no longer valid email. My preferred outcome is a replacement copy of Minecraft Java Edition.
Business Response
Date: 08/08/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft 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 7006660032.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/11/2022

Complaint: 17647810

I am rejecting this response because: I did not receive another email or voicemail about this matter. The email I received stated that a case had been opened and that someone would reach me within 2 days.

Sincerely,

*******************************
Business Response
Date: 08/23/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business. After reviewing your service request **********. Our support agent was unable to reach you via phone,however he set you an email regarding your Minecraft account, as the issue has to do directly with Minecraft, we recommend you contact Mojang directly.

https://help.minecraft.net/hc/en-us/requests/new?ticket_form_id=************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/30/2022

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:07/30/2022
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.
Microsoft has not yet responded back to my last **************** again to do another 1, they need to stop blocking my post! and have a US # and time frame. The last complaint the person reached out to me waz not even in the US or any time zone in the us. unless my post are about hurting my self or some1 else or about speakin to harm a Senator or Rep or Office of the President. if sick ill of these & not threatening to do harm then the post about what they should do like Sen ****** needs to go home & eat ****** crackers<-- that there they would not post why i dont know 2day's is "i say ********************* run for President and Secretary *************************** as her V.P." <-- what is wrong with that statement 07.30.2022
Business Response
Date: 08/05/2022
Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your post incident. We are unable to verify or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue or explain further to see if possible, to redirect you to the proper channel for assistance with your concern, please update your claim with more details and we will be happy to help.
If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
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,

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

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