How to escalate issues when partner network support stops responding

[kiranalur]

When a Partner raises a support ticket and there is no response for more than 48 hours or a resolution post sufficient time has passed how do we escalate this internally at Microsoft for speedier response/resolution.

I dont see any documentation to that effect and it would help if we could get some details

[ibokat1]

Hi,

We have a problem with our PP account where we can no longer update our apps as the developer account is now marked as invalid.

We opened a support ticket last week (2106040040001540) but it has not even been assigned a support agent.  What can we do here as we like to get our applications updated. ??

[Sv_i]

Hi,

I have been following up for MPN Gold partnership renewal for last couple of days. Our renewal was due on 31st May, we have done the payment on 18th May and required document has been uploaded on 22nd May. Still account status is showing payment pending. I have raised a ticket on 27th May ( 2105270010001063 ) and following up since then. There is no update on ticket status and neither aligned engineer is responding to email.

[Sv_i]

Hi,

Awaiting for assistance

[Andra]

Hi @Sv_i ,

It looks like an agent is in touch with you as of yesterday. The case is active in the queue so please continue to work with Frontline on the ticket.

Kind regards,

Andra

[Sirajshaikh]

Support engineer not response and providing solutions. Please help to escalation matrix. 

[Andra]

Hi @Sirajshaikh ,

thank you for your feedack. Do you have an open case with support you can share?

Andra

[stinsora]

@Andra - I need help with ticket 2105210040006450. When attempting to purchase the Action Pack in the MPN Partner Portal I receive a declined message, but my bank and credit card show the pending charge.

Support emailed me last night that they attempted to call me, but my phone never rang. This is consistent with my interactions with Partner Support.

[Andra]

Hi @stinsora ,

I was out of office last week. 

It looks like you have not received an update on the case yet. I will add it to queue for an investigation.

Thank you,

Andra

[spc197_1]

Same again. Getting no response on tickets: 2105240040002081 or 2105190040001665.

Affecting our ability to do business.

[Andra]

Greetings @spc197 ,

I have checked the case # internally and it looks like your account has been authorized. Can you please if from your end this change reflects in Partner Center and is everything alright?

Thanks,

Andra

[Kareemzeini]

2104250050000251 is pending and no reply since 29 april @Andra  its very critical

[Andra]

Hi @Kareemzeini ,

thanks for mentioning me!
Please help me understand the impact on your business and feel free to send me a private message with this information.

thanks,

Andra

[sparky]

Hi 

I am unsure if support is not just a Bot. 

I have been a partner now 5 or 6 years and subscribe to the Maps, Usually it is a mater of a fast renewal this year my account keeps getting rejected automatically it asks the same canned email response I keep re sending the documents get no responce then along the way next time i look at my profile it is rejected. I have put in more than one request to talk to a human by email or phone and get no responce just the automated profile rejection ????

Thanks 

Derick   

[Andra]

Hi Sparky,

thanks for providing the feedback on community. Can you share a case # with us please?

Have a great day ahead,

Andra

[sparky]

Hi Andra

Thanks for the fast responce the case number is 2105120040004881 

in this ticket i have attached my master business licence and my Domain renewal confirmation email

I had a second ticket but that canbe deleted when i click on it i get a blank screen it is 2105080040000205

I sure hope you can help currently my action pack will not allow a renewal 

Thanks

Sparky

[Andra]

Hi @sparky ,

thank you for the details!

I shared your ticket internally and you do have an agent assigned. The ticket will be further investigated, so please allow a couple of business days to receive an update.

Feel free to follow-up here in case you do not receive new information.

Thank you,

Andra

[itallosan]

Hi @Andra 

One more I'm afraid.

Really keen to renew but not getting a response to 2104250010000475 - I have now lost access to several services.

Any help much appreciated!

Stephen

update - received a response 🙂

[Andra]

Hi Stephen, 

I am glad you received a response and thanks a lot for the later edit! 😉

Have a great day ahead,

Andra

[MJG]

Honestly having such a hard time getting support. At the end of January I was in contact with the Partner Support team to walk through the process of upgrading our Silver Partnership to Gold. I've done everything we were required to do, no helpful response at all. I've opened tickets, all I get are more questions from a company called Majorel. I reply right away, and then wait anywhere from a day to infinity for another reply - again consisting of more questions. Absolutely no help at all. Now even our Silver partnership is expiring and I have no recourse, it seems, to do anything about it.  It is beyond my ability to comprehend how a company like Microsoft can get away with such incredibly bad service. 

[Andra]

Hi @MJG ,

Thanks for sharing this journey with the community, you might want to self-nominate for Cloud Enablement Desk and get assistance from a specialized team in a 6-months program.

Also do you have an outstanding issue right now that you need to clarify - an open case you can share?

Thanks,

Andra