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

[RickoT]

@Andra ,

While this is a great sentiment, I am a newly formed small business with clients that are waiting for me to get my reseller status.  Something that should have only taken a day or two is now almost 2 weeks.  What does this say to my clients who are expecting a quick turnaround that I can't get this done in a timely manner?  On top of that, what does this say for Microsoft and how they support small businesses?  I am EXTREMELY disappointed that I can't even get off the ground because of this.  I have been an action pack subscriber for years doing my partner activities as a consultant.  Now I want to take a lot of this on my own and become a CSP and I just can't do it because of this issue.

When can I (and others posting on this thread) expect a resolution?  

Thank you

~Rick

[RickoT]

Disappointing, but glad to see that I am not the only one, going on almost 10 days waiting for some kind of response for business verification.  I have tenants waiting to be added to my account and I cannot do ANYTHING until this is done.

I've been a microsoft partner through other jobs for over 10 years, this is my first time into doing it for myself (My new sole proprietorship)  and I am saddened that I don't get the kind of support I would have expected as a partner.

[bvardy]

I also have been waiting days if not weeks for one of my partner network support tickets to be responded to.  It is my opinion that this is a broken system and Microsoft needs to do something about it.  How can a ticket sit for a week  with no response.

My issue is that the business verification failed and it says i need to submit documents and I have summited those. No response.  I now have three tickets open. one of them is over a week old. 

I assume it was a system that has been overlooked by Microsoft and now partners are out in the cold with no point of contact.

If anyone out there cares.... Looking at you MICROSOFT! 

The oldest case number is. 2101260040003262  Jan 26.  So that is 7 days.

I have asked for an update twice now.

What is the wait time to get these resolved???????  

[vishpc]

Finding that 7-10 days wait time is expected now.

But my issue did get resolved. I uploaded all the Business Formation documents I had available at my disposal.

[vishpc]

I've been working with Microsoft for the last 2 years in different companies, and never did I experience this level of delay.

8 days since I opened a ticket for Employment verification and pin-drop silence. No response. I went through

https://docs.microsoft.com/en-us/partner-center/verification-responses

and submitted the documents, but just no response.

[DimitarB]

I confirm this. I have the same issue.

I never had experienced such a delay before with Microsoft (and now, not even response that Microsoft got my verification documents)

I'm sending note requesting status update almost daily, on 2 tickets. No response at all.

[RickoT]

Same here, I submitted my ticket almost 2 weeks ago (01/27) and literally no response or updates.  All of my documents are attached.... just impatiently waiting for some support.

[Andra]

Hi @DimitarB , 

Thank you for sharing your experience!

Can you please send me a private message with your case # ?

Thank you,

Andra

[Andra]

Hi @vishpc ,

When was the last time you submit the documents to support?

Can you access the case and add a note requesting for an update, please?

Thank you,

Andra

[ithex]

hi Andra,

Sorry to say that requesting updates via adding notes seems to have absolutely no effect.

I've had ticket No. 2101120040001565 open since 12th jan without any response at all... just complete silence... added note 15th still no response.

What to do?

[vishpc]

Hi @Andra ,
Appreciate the response.
I just added a note requesting update.
Ticket Open date: 1/11/2021
Document Upload Date: 1/14/2021

[vishpc]

@Andra ,
Please note that I requested status update on the ticket almost daily.

[vishpc]

@Andra I uploaded every document I have that shows my ownership in the company.

A deafening silence.

We're talking to a few customers that are expected to sign on.. and we can't even buy D365 and Power BI licenses from ISV's if we don't have the MPN setup.

I'm pretty sure I'm not the only frustrated entrepreneur here.. betting their living on Microsoft.

This is just so basic.... I expected to get stuck in the Sales and customer acquisition process...

Not basic MPN signup issues.

[Hariharan]

Hello All,

Its pathetic situation one of the vendor team for a solution, severity A case even i didn't get 5 days no responds and getting responds this non-Microsoft standard - even they don't know what they are talking about (I hope you will have access to read the update on these ticket) 120102023000857,120102923001083

There is two ticket related Azure(S2S) with On-Prem RRAS & Azure P2P (Point VPN connection to windows 10 systems). Its hard to make people understand about the priority as well as the seriousness. I think i have escalated in all the way to that Vendor in the top level. Either people should be technical or people should drive smoothly (Serval time informed them that its not MS standard - someone should check the ticket)

Is there anyway that someone can talk to them?

Thanks,

Hariharan

[Andra]

Hi @JDMiller ,

Thank you for sharing this feedback with us!

The best route for getting support is by creating a case from Partner Center.

Escalating the case can be done by adding new notes on the case and requesting an update.

💡As a general best practice: raising multiple cases, will not expedite the resolution, but rather create more backlog and potentially extend the time for response.

Thank you,

Andra

[Andra]

Hi @dobrynskyy ,

Depending on the step where verification blocked, please see and follow the steps described here: https://docs.microsoft.com/en-us/partner-center/verification-responses

The Global Admin who raised the case with support should have access to update it, and request for a status.

Thank you,

Andra

[JDMiller]

I have already submitted documentation. It does not appear that anyone has looked at my ticket which was submitted 11/12/2020. The Partner Support phone number does not provide a phone tree to reach anyone and does not take a message.

My ticket number is 2011110040006067. Who can I call to have it reviewed or escalated. 

Thank you.

John

[Andra]

Hi @dobrynskyy ,

Thanks for sharing your feedback!

Can you please clarify what issue you are encountering?
Is there a company verification issue, benefits related?

Thank you,

Andra

[dobrynskyy]

There are actually multiple issues but most important is that we are not able to activate our Action Pack that we have paid in full due to Company Account not verified for some reason. When we check the company account it has a different status for different users and support is just not responding to our requests, while when you submit a request to a support team it mentions that the response should be in 8 hours.

[dobrynskyy]

We have exactly the same case! We have a support business ourselves and this is really strange to see such poor support even for partners. Waiting for a response on a ticket for a week! I believe this is too much and gives no confidence in the future - we promise our customers prompt support and not able to provide that waiting for a week to get a reply from Microsoft. How is this called a partnership program? No escalation hints found so far 😞

[Lewis-H]

Escalate your issue to Microsoft Account Specialist Team. If you have already exhausted all possible self-service option for your issue, you can escalate your issue to the level 2 support : Account Specialist Team by submitting an Escalation Support Ticket. This might take a little of your time but it's worth to do.