Windows 10: No response from microsoft escalation team.

How long is it supposed to take for the Microsoft Escalation team to respond? We sent in a handwritten letter and got an email back but did not provide enough information. We then emailed that same email back asking our questions like it said but it has now been 9 weeks and still no response and this is a pretty serious matter. What needs to be done?

:)

 

Escalation Team support take

Hello, I just wanted to know how long it will take for Microsoft Escalation Team to help you because i've created an ticket 6 days ago and they said it would take 24 to 72 hours for them to email me but it's been 6 days and I still haven't gotten an email from their escalation team.

 

Microsoft Store - Fake Escalation Team?

I have had the exact same experience.

I purchased an Xbox Series X from the store on February 16th with the intention of using the £355 of Microsoft credit in my account.

An error occurred during payment and it only took £60 of credit and charged the remaining £390 to my Paypal account.

I called their Customer Service team straight away who said they would correct the payment so that all of my credit was used, and I would be refunded.

I was told 24-72 hours on multiple occasions, as well as the excuse that the escalations team were looking into it.

Its now been over 6 weeks and nothing has been sorted, just continued empty promises and the customer service team keep changing their story.

Its abundantly clear that the 'escalations team' does not exist, and is a line pushed out by Microsoft to stall and hope the customer gives up.

Quite possible the worst company I have ever had the misfortune in dealing with.

Avoid. Avoid. Avoid.

 

Microsoft Store - Fake Escalation Team?

I purchased a laptop from the Microsoft store (gotta specify, Canadian Microsoft store, so there's no physical retail locations anymore) through one of their sales associates, and asked that they charge my Microsoft account balance first, then the balance to my credit card (I've been saving money to my account balance for a year now to buy this laptop!!). The sales associate, Kevin, assured me that he was successfully able tp process my account, and they drained my account balance first, then charged my credit card. In checking the order on my account, I confirmed that to be the case. The next day, I checked my order, and noticed it just said "charged to credit card". I checked my credit card, and sure enough, they charged the full amount to my credit card, and my Microsoft account balance is untouched. I called and they said it's been escalated to their escalation team. All I really need them to do is charge my Microsoft account balance and issue a partial refund to my credit card that matches the Microsoft account balance they are taking from, it really doesn't seem that hard, any other retailer would have no issue doing this.

It's now been 2 weeks, and I've been calling back every business day, seeking a follow up. They're giving me the same answer - "the escalation team will get back to you in 24-48 business hours". I repeat, it's been 2 weeks, and I haven't heard back.

Is the Microsoft Store's Escalation team fake? Is this all just their way of trying to ignore a problem until it goes away? This has been a huge waste of my time, as the calls often take about an hour each day, and have gotten me nowhere. I'm also worried that if I wait too long for them to resolve this issue, I won't be able to return the laptop because of their 30 day return policy. I'm getting close to that number!

Honestly, if you are thinking about buying anything from the Microsoft store, I strongly do NOT recommend. They're awful.