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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Also when I go to mbs2.microsoft.com/.../OperationsIncidents.aspx

I get this error when submitting a request.

"We are currently experiencing system downtime. If you would like to email your request, please complete the form below. We apologize for any inconvenience."

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Nadeeja Bomiriya 6,804 on at

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Hi Jeremy,

This is quite strange. In the past, when submitting a support request, even with standard support, I have received calls within couple of hours. Try below numbers.

1-800-936-4900

1-888-477-7877

https://mbs.microsoft.com/customersource/northamerica/CRM/support/support-news/Support_Telephone

Regarding, adding user issue, can you please provide some screen shots to see what the issue is?

Cheers,

Nadeeja

My Blog: http://dyn365apps.com/

Follow me on Twitter: https://twitter.com/dyn365apps

LinkedIn: https://www.linkedin.com/in/nadeeja

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Medtexter 308 on at

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When I call those numbers they send me to office 365 support. Then they send me to crm support, but crm support says I don't have a Pro Direct support plan assigned to a user. So they can't help me and send me back to office support to get it assigned to a user. In the portal it shows I have the support, but it doesn't give me any options to assign it to a user. I have now done 6 screen shares with Microsoft pointing this out. They just transfer me to people that can't help. I am paying for Pro Direct Support, they need to step up and deliver. I have asked to talk to supervisors, but they are unhelpful as well. I just get the story that they can't do anything. No one has told me what they can do. I think I have talked to close to 30 people so far at Microsoft by calling those numbers.

And if I log into the other support offerings on the page you sent me, it says I don't have access.

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Nadeeja Bomiriya 6,804 on at

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That's strange. The licence doesn't seems to be configured correctly. I had a licence issue in the past, took a while to get resolved. You may need to contact a partner in your area to get some assistance. They may have direct contacts with licencing teams.

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Medtexter 308 on at

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I should be able to talk to someone by picking up the phone. How is partner going to help when Microsofts own workers can't even fix the issue? I am not even working with partner yet and I shouldn't have to. They are going to charge me consulting fees to fix Microsofts own problem.

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Nadeeja Bomiriya 6,804 on at

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Hi Jeremy, Understand the frustration. I am sure the issue is with the licence. There's another way to look at Office 365 data, if you are or you have a developer. You can use PowerShell to read licence info and assign users. You should then be able to tell Microsoft support personnel where the problem is. technet.microsoft.com/.../dn771770.aspx Hope this helps. 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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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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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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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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