About six and a half months ago, I reached out to Microsoft support about a problem with the On-premises DLP connector. We've had a few interactions where we tried different solutions and sent them data they needed to analyze. The last time we contacted them was on October 24th, when we confirmed we provided everything they requested. They acknowledged they were reviewing our information, but after that, we didn't hear anything for three months despite repeatedly following up for updates.
Eventually, I got so concerned about the lack of communication that I opened a new case on December 16th regarding the same issue, but this time, I got no response at all. After a month, they simply closed that ticket stating they were overwhelmed with requests and apologized for the delay. Now, I'm at a standstill and unsure how to escalate this matter since I don't have a Microsoft Technical Account Manager to contact for help. If anyone has tips on effectively getting support from Microsoft or managing to escalate issues, I'd really appreciate the advice!
5 Answers
If you find a Microsoft Certified Partner or Reseller, they can often handle most issues without needing to engage Microsoft support directly. If they do need to escalate something, they know how to push Microsoft for timely help.
I remember when they at least pretended to help with tickets! The way they just 'archive' them now is insane and feels totally dismissive.
Yeah, if I did that at my job, I wouldn't last a day! It's so frustrating.
One strategy is to apply pressure through their sales team. They need to engage with you and might feel more obligated to help when you reach out to them.
Honestly, it's best to assume that real support won't be there. Most people just open tickets for appearances, and it seems like the support staff know that. It's often better to come up with a workaround instead of waiting for Microsoft to fix things.
Exactly! But hey, sometimes there are good agents out there. I once had an amazing tech named Samuel on my ticket who really helped me out.
It's unfortunately all too common these days. After they ask for logs, they tend to ghost you or close the ticket outright. It seems like they don't prioritize getting things resolved anymore.
Yeah, I heard that unified support can be great, but it's tied to how much you spend with Microsoft, which can be quite a hit.