Getting support from Microsoft is frustrating

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Posted on by Medtexter

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I am really frustrated with Microsoft Support. We purchased a Professional Direct Support for Microsoft Dynamics 365. The plan says we are supposed to get access to tier 2 support. How do we access this support plan? When I call the number 1-800-865-9408 they tell me it will take 8 hours for a call back. But the support plan says less than an hour.

Also when I down load the guide on the site I get routed too. https://www.microsoft.com/en-us/dynamics/crm-customer-center/product-support.aspx. The download guide isn't even correct.

I also can't assign the license to a user in the office 365 portal. I have had 6 tech support calls with office 365 support and keep saying they can't do anything about it. Dynamics 365 support says we have to assign the license to a user first.

I can't believe this is the experience Microsoft wants us to have.

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Medtexter 308 on at

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Please send me an email and I will get you in touch with the right people directly.

jeremy @ medtexter dot com

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Community Member on at

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Jeremy, I'm having pretty much the exact same issue. What number did you call that got you the help you needed?

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Medtexter 308 on at

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Hey Nadeeja,

Yes, finally after talking to 42 different people. I am not sure exactly what the issue javascript:void(0);was, but it was something deep with in the office 365 portal. They defiantly made things right and they fixed it so it doesn't happen to new customers again! I am happy!

Thank you for your help!

Jeremy

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Nadeeja Bomiriya 6,804 on at

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Hi Jeremy,

How did you go with your issue? Did you get access to the right support team at Microsoft?

Cheers,

Nadeeja

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Rocky Pavicevic 100 on at

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Any luck? Just a shot in the dark, but try paying the $9.72 balance on the license to see if it makes a difference. :)

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Medtexter 308 on at

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I have, all they do is bounce me back and forth then tell me what they can't do. I have talked to over 40 people , at least 10 screen shares and and nothing. They won't even reply to the open case I have with them.

This is what I see.

And this is what I am supposed to see from what I have been told.

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Nadeeja Bomiriya 6,804 on at

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Hi Jeremy,

Our guess is right. It's definitely caused by misconfigured licence. Please request support from the Sales or Licencing team. They should be able to resolve it. Office 365 or Dynamics 365 teams won't be able to help.

Please let us know how you go.

Cheers,

Nadeeja

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Medtexter 308 on at

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So I tried this and all I get are errors.

PS C:\Windows\system32> Set-MsolUserLicense -UserPrincipalName "jeremy@medtexter.com" -AddLicenses "medtexter:CRMSUPPORT_PRODIRECT" Set-MsolUserLicense : Unable to assign this license because it is invalid. Use the Get-MsolAccountSku cmdlet to retrieve a list of valid licenses. At line:1 char:1 + Set-MsolUserLicense -UserPrincipalName "jeremy@medtexter.com" -AddLic ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : OperationStopped: (:) [Set-MsolUserLicense], MicrosoftOnlineException + FullyQualifiedErrorId : Microsoft.Online.Administration.Automation.InvalidUserLicenseException,Microsoft.Online.Administration.Autom ation.SetUserLicense PS C:\Windows\system32>

Microsoft Support is being very difficult.

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Nadeeja Bomiriya 6,804 on at

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No worries. Glad I could help.

Cheers,

Nadeeja

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Medtexter 308 on at

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Oh wow, this might do the trick! :). I will try it out in the morning! I wonder why Microsofts own support team didn't think of this. I will let you know tomorrow! Thank you so much for the suggestions.

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