I've been dealing with an issue regarding Microsoft 365 Backup, and it's been incredibly frustrating. An engineer initially contacted me and said they were looking into the problem, but since then, I've heard nothing. It's been a month and I've opened new tickets without any response or updates—no calls, no emails. Is this the kind of service I should expect from Microsoft now? Our backup process is stuck, and we can't cancel it, so we really need their help. I've even reached out to their manager but have received no response. How do I escalate this situation?
3 Answers
Honestly, remote support from Microsoft can feel really slow and unhelpful sometimes. I remember the times when support was more reliable. Now, it seems like the ticket queues are just overflowing. If you have any kind of account manager, I would reach out to them; they can often push things along much faster.
You're not alone in this! I've waited months for responses as well. Sometimes they don’t close tickets or respond until a long time later. It’s tough when you need them to handle urgent issues like backup processes. If it's been this long, it's definitely time to escalate to a higher level—good luck!
I've had similar experiences with Microsoft support. It often feels like they just disappear after the initial response. For some issues, especially with products like Intune or Azure, it can take months to get any real feedback. You might need someone like an account manager or a technical account manager (TAM) to help escalate your ticket. Those connections can sometimes make all the difference in getting attention on urgent issues.
I’m also on the lookout for any contacts in Microsoft since I’m pretty new here, so thanks for the heads up!
Yes, it's worth checking with your IT or procurement team to see if you have a contact at Microsoft who can help.