Non-existent support for paying customers

  • 1
  • Problem
  • Updated 6 years ago
We bought a Microsoft Action pack subscription, over which we now have concerns about licensing. We have been trying to get hold of Microsoft for 2 weeks without success. We can't even get hold of anyone who can provide us with an email address to whom we can address our concerns.

Every avenue we've pursued have resulted in Microsoft either ignoring our communications or indicating that the department we contacted are not with the Partner Network and thus unable to help us or even provide us with contact details of someone who can. Even the official Partner help channels on the Microsoft website are just forums where you can ask "community members" for help. How exactly is a member of the community supposed to help us with licencing and purchasing concerns? We have tried the following:

- Email to premier@microsoft.com (Response: "Wrong department")
- Email to askpts@microsoft.com (Response: No reply)
- Called 1-800-676-7658 several times (Response: No answer)
- Contacted @MPNSupport on twitter (Response: takes on average 4 days to respond, only to insist I explain my problem in 140 characters over Twitter, very unhelpful)
- Contacted @MPNZA on Twitter (Response: no reply)
- Live chat on support.microsoft.com (Response: "call 1-800-676-7658")
- Official Microsoft Partner Help page (Response: "Click here to ask a fellow community member for help in our forums")

This level of service is appalling and unacceptable. If this is how you treat paying customers, how do you treat potential customers?
Photo of Ravish

Ravish

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  • furious

Posted 6 years ago

  • 1
Photo of M3 Sweatt

M3 Sweatt, Official Rep

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Sorry for the difficulty you've had.

Per the FAQ page for the product @ https://mspartner.microsoft.com/en/us/pages/membership/action-pack-software-licensing-benefits-faq.a..., if you're currently a Microsoft Partner Network partner, you should be able to log in for support at https://mspartner.microsoft.com/en/us/pages/support/premium/contact-support.aspx.

If you're still having difficulty, feel free to contact me with your details via http://blogs.msdn.com/b/mthree/contact.aspx