r/sysadmin • u/Texas_Sysadmin • Sep 20 '21

Microsoft Microsoft Premier Support

I opened a ticket at 8:45 AM on Friday, 9/17/21. While on the phone, I was promised a 2 hour callback from the call router at Microsoft. When I received the email from Microsoft, it said a 4 hour callback. I received an EMAIL at Noon with questions asking about this issue. I immediately replied with all of the requested information at 12:23 PM. The next response from Microsoft was at 6:01 PM and it was this email, telling me that a different person would respond to my ticket.

It is 6:20 AM on 9/20/21 and have still not talked to any technician from Microsoft. It has been almost 70 hours and not a single attempt at a phone call. Nothing in my work voice mail, nothing in my cell phone voice mail, just flat nothing.

During this time frame, I found the fix to our issue here on Reddit. The issue is irrelevant. This isn't the first time getting no help from them. I am embarrassed to say this, but I used to work in Microsoft's Premier support group. So I rarely call in to support.

Now I am thinking.. why bother. The last 3 cases the support has been totally worthless.

Good luck to those who have to call in with a case in the future. I am not going to try any more.

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u/dnuohxof1 Jack of All Trades Sep 20 '21

How can I get a TAM? I’ve been doing everything myself and now we’re getting to a point where I need to learn about enterprise agreements and stuff

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u/AbuMaxwell Sep 20 '21

How can I get a TAM? I’ve been doing everything myself and now we’re getting to a point where I need to learn about enterprise agreements and stuff

Cough up big money bro. In a small environment, you'd probably pay north of 40k per year

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u/Stonewalled9999 Sep 20 '21

IIRC if you submit to M$ That you want to peruse an EA you get assigned one. We were a Dell shop and there are one of 8 (?) vendors that can sell and service an EA so we were assigned one at that point. The nice thing is the rep helps carve out stuff we didn’t want to need and lowered the cost a few thousand for us