How to escalate with Microsoft

(0) Share

Report

Posted on by Community Member

I have a customer who has been experiencing on-load and on-save errors on the majority of entities within there CRM online (365) instance. There are no javascript libraries loaded on any forms. There was an old 2013 dup detection solution installed previous to the upgrade which is causing this problem. It is a managed solution in which the dependencies cannot be removed. After some investigation we've found root cause using XRMToolbox, linqPad, etc. The recommendation was to open a ticket with Microsoft in hopes of quick turnaround as the issue was identified, and a script needed to be run on the Online db.

The customer put in a support ticket with Microsoft over 2 weeks ago. The Support representative from Microsoft made no progress after 4 days and they brought me, an MS Partner into a call with Microsoft support. The person had no clue what they were doing, having us check random settings. They had us turn off auto save then said they would need to look into the problem further. I asked that the ticket be escalated and they something along the lines of i'll do that but I was going to bring it to the database guys, but now i'll include my team leader and you will have to wait until he reviews it. I asked that they bring it to the db team and also include there supervisor and she said no I have to bring it to my supervisor now since you asked it be escalated.

We've heard very little back from MS about this case. The customer has multiple on-load and on-save function undefined errors across many entities. I mentioned (after the ticket was open for 4 days) that this is affecting all users and we should consider this high priority. She said that it is not business impacting since users can save there records by clicking through 3 on-save errors. Technically, sure, but really.. is this how we treat our customers? The customer has given up and someone will end up taking the fall internally for this mess. The system admin was almost in tears as she has a line of people outside her office for days wondering how they can work like this. This ticket has been open for over 2 weeks now with little communication and no resolution.

We are not a CSP partner for this customer, only someone they trust. How can I help them?

*This post is locked for comments

I have the same question (0)

All responses (4)

Answers (0)

NicolasBrandl 170 on at

Like (0)

Report

Hi,

I am sorry for your customer, been there too.

Since this support request was already escalated, you will have to wait until the MS engineers comes up with a solution. From my experience, this could take several months depending on the product impact of your issue.

If you are sure that this issue is related to the old managed solution and you can spend some hours on this issue, I'd recommend you to try to manually remove the components of the managed solution that are generating the dependencies (you can do so from the default solution) and the remove the solution.

You can delete a component and then try to remove the solution. if it fails, get which component is causing the problem, delete it and try to remove the solution again, and so on.

I know this is a try and error solution, but may be you are lucky enough and after manually removing one or two components, you can successfully uninstall the offending solution.

Remember to create a backup of your CRM organization before making any change.

Cheers.

Was this reply helpful? Yes No
Dan Hesketh on at

Like (0)

Report

Hi mate,

I'm also sorry to hear this.

I have had some Support cases open with Microsoft before for months on end, and typically despite the fact Tier 1 support are nice people they are often very much "stabbing in the dark" with their initial troubleshooting.

Ashamed to say I've been reduced to a shouting match recently with some Set Regarding on Shared Calendar issues that have plagued many of my customers for months (still with no resolution, and no actual acknowledgement that there is probably a product defect/bug).

I also agree that attempting to remove the problematic Managed Solution would be best. By design Managed solutions should delete out of the system seamlessly. However if you are seeing strange dependency errors I would also suggest you may have to try and resolve some manually. It's a bit like a messy tangled ball of string. You find that once you fix a few dependencies it starts to unravel easier.

Also if the customer does have a CSP partner I would suggest they also raise a Support Ticket/Case with Microsoft and get more heat on the situation.

Good luck!

Was this reply helpful? Yes No
ashlega 34,477 on at

Like (0)

Report

Hi,

this may sound a bit controversial, but I'll try to be Devils' advocate here.. Technically, Microsoft cannot and should not provide support when it comes to the errors caused by the third-party solutions or other customizations. Best they can do is help you re-set the system to its initial state. which is probably not what you want to do, though. Still, their support engineers should have clearly stated if that's the case here. If it is, then this kind of support falls into the "consultancy" hours category rather than into the "support" hours category.

That said, I don't know if this community can be of any help, but you might try to post some screenshots and error messages here so we could see what's going on.

Was this reply helpful? Yes No
Suggested answer

JohnAnonymous 5,241 on at

Like (0)

Report

If you need reply from support, email every day en let the know you're unhappy.

Other paths could be to contact your MS Partner network in your country. They might be able to escalate it.

However it's not uncommon for it to take a long time.

Was this reply helpful? Yes No