I'm currently using a local MSP/CSP for our Microsoft 365 licenses, which they source from TDSYNNEX. However, my past experiences with their support have been frustrating, as I've often dealt with low-level technicians who could only gather logs and then disappear for days. When issues were escalated to Microsoft, the same low-level tech usually handled those cases as well. Our MSP/CSP claims that we qualify for Microsoft Premier Support due to our number of licenses.
We are approaching the renewal of our licensing and I'm contemplating switching everything over to CDW. Although I have a good relationship with my CDW rep and they promise excellent support, I lack any firsthand experience to verify that claim. They also say their support is based in the US, similar to TDSYNNEX.
My support needs are generally for more complex issues rather than basic fixes, especially when I might need to escalate a ticket to Microsoft directly. I'm eager to hear from anyone who has used CDW or TDSYNNEX for Microsoft 365 support and can share their experiences.
6 Answers
With Microsoft CSPs like CDW, they usually try to handle tickets at their level first before escalating to Microsoft. However, if your issues are more complex, it could end up being a back-and-forth process. Just keep in mind that they can escalate your case if needed, but you should have your expectations set about the level of support you'll actually receive.
I had terrible experiences with TDSYNNEX and Ingram too. We decided to go with D&H for our Microsoft needs and their support has been solid. They process tickets fast and take escalation seriously. But honestly, it's often Microsoft that creates most of the headaches for us, not the distributors.
It really depends on what you're expecting from the support. If you're looking for anything beyond basic issues, you might find that neither TD nor CDW can meet your needs. Going in with low expectations might save you some frustration when issues do arise.
I switched to CDW thinking I would get better support because I liked my rep, but honestly, the support was just as bad and their billing was chaotic. I went months without receiving a bill despite raising it multiple times. If you're looking for complex issue handling, make sure your expectations are clear; you might be better off with a straightforward break-fix approach when dealing with support.
That's a good point! If it’s something major like an outage, you probably have to wait on Microsoft, even if your CSP gets involved.
From my experience, these reseller helpdesks can't actually check anything on the backend. They can help you figure out how to do things, but if it comes to real escalation, they just act as a middleman. If you've got the right licenses, you can open tickets directly with Microsoft, which can save you a lot of hassle.
My CSP has been good about handling cases correctly. They even employ people who specialize in dealing with Microsoft directly, which helps cut down on the frustration with the first tier MS support.
Honestly, CDW's support has really gone downhill. They seem more focused on sales than actually helping customers. I've had a bad experience where they quoted a price without taxes, and then added them later which was frustrating. Plus, their teams often seem uninformed about their own products.
Yeah, they definitely aren't what they used to be.
What kind of support are you asking for? In my case, I just can't deal with waiting days to get answers, whether it's through Microsoft directly or a reseller.