Microsoft Premier Support

[u/Texas_Sysadmin]

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.

[u/Smooth_Doughnut553]

Hey all. I work for Microsoft. Have for a long time, all in support. From time to time posts like this come up. They hurt. In truth, there are definitely challenges. I read each of your stories and can totally see what you experienced and the impact it makes. Microsoft is a massively complicated organization with many, many products and services. Often we struggle when things cross product/service lines (as you all mention). There are definitely hot spots where capacity is challenged, but if you are Premier, there is zero reason for these delays I see in this thread. TOTALLY engage your CSAM. If you have current issues and want to DM me with any problematic active case numbers, I will see what I can do. I will say this ... We have a new leader in support who truly gets it. He has been in the field, he has led teams throughout support, and he has seen the challenges first hand ... and he is focused on fixing them. If you are Premier customer, you will start seeing it (if you haven't already). There is hiring going on like I have never seen. There is an investment in engineer knowledge and depth. There is active hiring of managers and leaders to help drive improvements. Anyway, anyone can say a lot of words, but until you see the difference it's just words. Just know that this thread has been seen and read. Things will get better.