Business ProfileforMicrosoft

On July 20^th, 2021, Better Business Bureau recognized a pattern of complaints from consumers regarding customer service, billing or collection, and product issues.

Consumers allege they must jump through hoops to speak with a representative at Microsoft. Consumers state they call Microsoft and are directed to go online, but when they go online, they are redirected to call in. When attempting to reach Microsoft by phone, consumers complain of long hold times, disconnected calls, and unavailable managers who do not return messages when promised. Consumers further assert the contact methods provided by Microsoft are not active or do not result in live support, and when they do receive a response, it is vague and doesn’t address their concerns.

Consumers claim they are charged for subscriptions and/or games offered by Microsoft without authorization, and it takes multiple attempts to get the business to refund the charges; even after it’s approved, it can take weeks to receive.

Additionally, consumers contend the Surface Pro laptop has known defects, but Microsoft will not replace the devices outside of their standard warranty period, even when they are experiencing the known issues.

Lastly, BBB received complaints alleging consumers get locked out of their Microsoft 365 subscription and are unable to regain access to any applications or files due to the verification process in place. Consumers state they are directed to fill out a form online but if they no longer have access to the email or phone number on file, they are unable to access their account regardless of providing other information verifying their identity.

On August 12, 2021, the business provided the following response: 

CUSTOMER SERVICE
We understand that customer have expressed frustration in trying to reach our frontline support advocates. Microsoft transitioned to a digital experience for support in an effort to connect customers to the appropriate support team as quickly as possible. Customers have the option of online chat or requesting a scheduled callback. As the BBB is not a support channel, it is important that customers attempt to reach support prior to filing their BBB complaint. 
Regarding vague responses from the business – advocates have been coached on how to respond to the customer through the BBB portal. Advocates are aware they need to speak to the complaint and also to the desired outcome.

BILLING
Please refer to the Microsoft Services Agreement (https://www.microsoft.com/en-us/servicesagreement) for information regarding our Refund Policy. If approved, once a refund request is processed by Microsoft, refunds are usually received within 5 business days but may take up to 30 days depending on the customers’ financial institutions individual policies.

PRODUCT ISSUES
Microsoft is not aware of known defects with the Surface Pro laptop. Multiple customer comments on a blog or forum does not constitute a ‘known defect’. Historically, when there is a known defect with a certain model of series of a device, Microsoft will issue a public statement and offer some sort of remediation. Customers can always visit account.microsoft.com/devices to view the warranty dates of their registered Microsoft devices. 

ACCOUNT RECOVERY
The online account recovery form is the only method of account recovery we offer. Microsoft takes customer online security very seriously because of the private, personal  and potentially financial nature attributed to each Microsoft account. We must verify that the person trying to regain access to an account is the account owner. Providing a drivers license or other information only verifies the persons identity – it doesn’t verify that the person owns the Microsoft Account they are trying to regain access to. 

Microsoft offers many tips on keeping your Microsoft account safe and secure: 

• https://support.microsoft.com/en-us/account-billing/how-to-help-keep-your-microsoft-account-safe-and-secure-628538c2-7006-33bb-5ef4-c917657362b9

• https://support.microsoft.com/en-us/account-billing/your-microsoft-account-recovery-request-wasn-t-granted-dc56c3e3-dff0-4ed5-8edb-60290eea6b53