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Dynamics 365 Community / Forums / Finance | Project Operations, Human Resources, ... / Horrible suppoort expe...
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Horrible suppoort experience, how to escalate ?

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Posted on by HarryBrooks 7
Long story short I have had horrible support experience. I wrote to the supper persons manager but he is not responding only the original support person is responding. So I have no way of knowing the managers manager.
 
How do I escalate this issue up the chain? This is really frustrating. Never saw this level of horrible support.
  • Suggested answer
    Renato Fajdiga Profile Picture
    Renato Fajdiga 1,849 on at
    Horrible suppoort experience, how to escalate ?
    From my experience, when we had bad support, or having tickets that are taking for more than 1 week to solve, and I have e-mail threads on topic that my finger hurts me from scrolling, I am adding my CSAM into discussion and then if I need technical solution, I invite as well our DSE.
  • Suggested answer
    Hana Xue Profile Picture
    Hana Xue Microsoft Employee on at
    Horrible suppoort experience, how to escalate ?
    Hi,
    I think maybe, as Frank said, due to layoffs, some supports have been lost, or the support assigned to you are newbies, who did not understand your intentions well or are not familiar with the process, which brought you bad support experience. After stabilizing, hope that Microsoft will take measures to strengthen the training of support.
    Best Regards,
    Hana
  • Frank Hamelly | MVP, MCP, CSA Profile Picture
    Frank Hamelly | MVP... 46,257 Super User 2025 Season 1 on at
    Horrible suppoort experience, how to escalate ?
    I've had similar experience recently with support.  My guess is support is suffering due to layoffs.  Tier 1 support has always been kind of hit or miss, depending on the tech that gets assigned, but now the miss is more frequent.
  • Suggested answer
    HarryBrooks Profile Picture
    HarryBrooks 7 on at
    Horrible suppoort experience, how to escalate ?
     hi Andre Arnaud de Calavon , I dont see why I have to create a new ticket :) It is not about my particular issue but level of support, I mean this is horrible.
     
    Anyway, we figured out a solution, so the issue is closed but this makes me wonder about Microsoft support.
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 291,979 Super User 2025 Season 1 on at
    Horrible suppoort experience, how to escalate ?
    Hi again,
     
    Have you considered creating a new support ticket? You can also create a new question on this forum and explain what you exactly mean with "BYOD export is busted". Maybe someone had a similar experience and would be able to help you.
  • HarryBrooks Profile Picture
    HarryBrooks 7 on at
    Horrible suppoort experience, how to escalate ?
    Thanks Andre Arnaud de Calavon . Not sure why I cant respond to your post directly. Well the problem is BYOD export is busted for at least one entity on 10.0.33. Support gave us wrong advice, we agreed to close the ticket as long as we can reopen if the advice did not work. Well the advice did not work and now the support is not responding.
     
    It is not really about BYOD, it is more about the level of horrible support. They just cannot ignore our tickets for the sake of maintaining their stats.
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 291,979 Super User 2025 Season 1 on at
    Horrible suppoort experience, how to escalate ?
    Hi,
     
    I'm sorry to hear that you had a bad experience. I would ty to reach out to an account manager at your local Microsoft office. Next to that, if you receive a link for a survey, ensure you provide a low score and provide (with friendly words) some context on why you think they didn't do their job correctly.
     
    Is the topic you need support on something that can be asked on this forum? There are many volunteers trying to answer questions.

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