We are a Microsoft Partner and have been using CRM Online for the past 2 years. We have called in with multiple issues and always seem to get support from an offshore company. In almost every case that wasn't related to training the support has been atrocious.
The current case I have open with CRM support involves all of our mailboxes stuck in an email configuration test and are disabled. Our users are not able to track emails, send emails from within crm, synchronize tasks, appointment's or contacts. I opened the case 4 days ago and have not had a resolution yet. I asked for the case to be escalated multiple times which the representative said they did. However, today when I asked the representative asked me to justify why it was a critical issue and attach a monetary value to the issue. Really???!! Is this what I have to do now to get support for Microsoft CRM; justify a issue that has been going on for 4 days for all my users that affects a major piece of functionality in CRM???
As a Microsoft partner I am usually put in a position to recommend Microsoft products for our customers. But if we receive terrible support it begs the question, how can I recommend this product to our customers?
So my question is how many other users of the software are experiencing the same terrible level of support I am receiving?
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