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Microsoft Support Failure to Resolve and Resistance to Escalate

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Posted on by Mandeep.S

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Hello All,

We have an open Microsoft D365 support ticket since Jan 2025 relating to deployment of an on-premise SANDBOX and the support team has not been able to resolve it. This particular issue relates to deployment of version 10.0.42/43 only.

I have had exprience with Microsoft support in the past and my on-premise issues were addressed promptly and resolved. This particular case feels like incompetence and lack of focus - 6 months of circling around unmet timelines and zero effort to resolve.

The support provider has so far ignored all requests for escalating this ticket. What should I do? What is the norm? How do I reach out to Microsoft for escalating this.

Thanks in advance.

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Dynamics 365 Finance

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André Arnaud de Cal... 301,210 Super User 2025 Season 2 on at

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Moved the question from the Dynamics 365 General to the Dynamics 365 Finance forum as the version indicates it is related to F&O.

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André Arnaud de Cal... 301,210 Super User 2025 Season 2 on at

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Hi Mandeep,

Thanks for your question and I'm sorry to read you have this struggle. With every support call, in the email signature of the support engineer, a manager is mentioned. You can try to reach out to this person.

In addition, you may use this forum to explain in detail what you have done so far and where you get stuck. Maybe a volunteer encountered the same issue and can provide you additional help.

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Adis 6,069 Super User 2025 Season 2 on at

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Hi,

Hmmm...interesting. Usually, there are supervisors in the CC of the email and if something is going accordingly they will contact you. But if that doesnt work either, then its an issue.

I have flagged this question for help. Maybe an MS employee can help you out.

Otherwise, I would create another ticket referring to the current one. The quality of the support tickets is also very depending on the person resolving it and as far as i have noticed, I always got another one.

Kind regards, Adis

If this helped, please mark it as "Verified" for others facing the same issue

Keep in mind that it is possible to mark more than one answer as verified

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Mandeep.S 277 on at

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Thanks folks,

I have sent an email to the Manager in CC with the 6 month ordeal. Lets hope someone wakes up from slumber.

Cheers.

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Mandeep.S 277 on at

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No response from MS yet.

Posted the problem on the D365 Finance forum...

https://community.dynamics.com/forums/thread/details/?threadid=cc04faf4-7150-f011-877a-7c1e52643bb6

Thanks folks.

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FO user 199 on at

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Welcome to my world of struggle. Try escalation on the highest level possible for you, through people in your network. Not just the 'team leaders' in the Cc:

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