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B-level Support Ticket raised, but no response for first contact even after 2 weeks

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Posted on 26 Mar 2025 01:45:49 by EL-24030122-0

I am using the Dynamics 365 Customer Insights and raised 2 support tickets in the help + support https://admin.powerplatform.microsoft.com/support

You can see one of them was raised on 03/07/2025 and now is 03/26/2025 but I still have not received any email or phone call yet.
The status of these support tickets just stays Open (initial contact pending).

I received the auto email from MS support but no further contact since then.

When I try to click the feedback in the support center (https://forms.office.com/Pages/ResponsePage.aspx?id=v4j5cvGGr0GRqy180BHbR1xwWSCK5QRNtY-WapBXdAdUMUU3RDQ2VThaMEtNQVZYQkVJVkE2MFZPVC4u) on this page it only shows me "This form doesn't exist". So I can only post this in the community.

Can someone look into this?

The ticket numbers are
2503210030001915
2503070030001701

Thanks

Categories:

Dynamics 365 general

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Daivat Vartak (v-9d... 3,991 Super User 2025 Season 1 on 26 Mar 2025 at 06:38:24

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B-level Support Ticket raised, but no response for first contact even after 2 weeks

Hello EL-24030122-0,

You're experiencing a frustrating situation with Microsoft Support, especially with the lack of response to your Dynamics 365 Customer Insights support tickets and the broken feedback form. Let's address this systematically.

Understanding the Issue:

Long Wait Times: The extended wait time for initial contact (nearly three weeks in one case) is unacceptable and indicates a potential service level agreement (SLA) breach or a significant backlog.

"Open (initial contact pending)" Status: This status means that your tickets have been logged but haven't been assigned to a support engineer for initial communication.

Broken Feedback Form: The inability to provide feedback further compounds the issue, limiting your ability to escalate or report the problem.

Troubleshooting and Escalation Steps:

Direct Communication (If Possible):

If you have any contact information for your Microsoft account representative or partner, try reaching out to them directly. They might be able to expedite the support process or provide insights.

Power Platform Admin Center - Support History:

Double-check the support history within the Power Platform admin center to ensure the tickets are correctly logged and that your contact information is accurate.

Look for any options to "edit" or "update" the support ticket. There might be a field to add additional notes or escalate the issue.

Escalation Through the Admin Center:

Within the support ticket details, look for any options to escalate the ticket. There might be a button or link to request a higher level of support.

If there is not an option to escalate, create a new support ticket, and reference the old tickets. In the new ticket, clearly state that the other tickets have gone unanswered for an unacceptable amount of time, and that you are now escalating the issue.

Microsoft Online Support Communities:

You've already taken the correct step by posting in the community.

Continue to monitor your community post and engage with any Microsoft representatives who respond.

Microsoft Social Media:

Consider reaching out to Microsoft Support through their social media channels (e.g., Twitter, LinkedIn). Sometimes, public pressure can expedite a response.

Microsoft Account Team:

If you have a Microsoft account manager, or customer success manager reach out to them. They can help escalate the issue.

Document Everything:

Keep meticulous records of all communication attempts, ticket numbers, and screenshots. This documentation will be invaluable if you need to escalate the issue further.

Regarding the Broken Feedback Form:

The broken feedback form is a separate issue that needs to be reported.

Mention the broken feedback form in your communication with Microsoft Support. This highlights a systemic problem.

Key Recommendations:

Escalate: Do not let the tickets remain in "Open (initial contact pending)" status. Proactively escalate the issue.

Document: Keep records of all communication.

Be Persistent: Continue to contact Microsoft Support through multiple channels until you receive a response.

I hope this helps you get the support you need.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,
Daivat Vartak
Tom_Gioielli 936 on 26 Mar 2025 at 04:22:28

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B-level Support Ticket raised, but no response for first contact even after 2 weeks

Sorry to hear you are having some trouble, but Microsoft Support does not typically visit these forums. We are community members who come on here to answer generic questions.

Does someone within your IT organization have a Microsoft Contact that you can reach out to for verification? Or can you reply to the emails with the case numbers to receive an update and check on the status?