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kiranalur
Level 2 Contributor

How to escalate issues when partner network support stops responding

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

104 REPLIES 104
MJG
Level 1 Contributor
Level 1 Contributor

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
Community Manager

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

MJG
Level 1 Contributor
Level 1 Contributor

Hi Andra, Yes. I am still desperately trying to get someone to help me with our Gold Partnership. There have been a couple of ticket numbers; 2103250040005359 was one of them, then I opened 2103300040002875 this morning because I had not heard from anyone on the other ticket since Friday, despite reaching out twice.  There were previous tickets as well, however those were more for information gathering regarding  the various competencies. I have submitted our documents twice as well, as I have been instructed, however, I still cannot seem to get anyone who is able or willing to add the Membership Option to my dashboard so I can actually pay for it. Appreciate any guidance you can offer. 

MJG
Level 1 Contributor
Level 1 Contributor

Hi Andra, Yes I was contacted yesterday, so hopefully there will be some progress now. I completely understand your point regarding keeping things under one ticket, however, the only reason I opened a second one (actually third) was because no one was replying to me. Under my original ticket in January I had followed the directions I had been given, but had no reply to that one either when I submitted documents under that ticket number, as I had been instructed to do. So I wasn't sure how to get things moving. I appreciate you looking into it.

Monica

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Andra
Community Manager

Hi @MJG ,

 

I can understand this situation, my strong advice is to keep one single ticket, to make sure you track all information in one place, there is no duplicate effort from support and you also ensure a better time for response.

We have checked and it looks like you have received a response on both cases, yesterday March 30. Can you confirm?

Please continue to work with the support agent on case # 2103250040005359  and address any questions you may have.

 

Thank you,

Andra

 

_Vadim_
Level 1 Contributor

Hi All.
We have an outstanding situation in prolonging our partnership. We've started this procedure in September 2020 and till now we cannot get the solution or any other help from Partner Support.
The issue belongs to checking our company legal business profile stuck on "business verification" stage. We have made several tickets, but the 1st Line replied, that we have to wait. We are waiting for a half of the year!
And we have no other options escalate our case beside the Partner Support in the Partner Portal.
Would you @Andra, please, explain, what we should do in such a case. Our first ticket number is 2009210040003492.
Thanks ahead for your help,

Vadim

Andra
Community Manager

Hi @_Vadim_ ,

 

Thanks for sharing your feedback here, I forwarded your case internally for investigation.

The Partner Center support is indeed the route to go, however your case is assigned to an agent and you should receive updates soon.

 

Thanks for your patience,

Andra

_Vadim_
Level 1 Contributor

Hi @Andra
First of all, thank you very much for your help.
I want to inform you, that there are no changes with our case still. Are there any possibilities to understand, what's going on and what's the serious problem is causing the verification proccess of our business account for half of a year? We've been MS partners for about eight years without any such kind of problems. Now we have the open ticket since September 2020 and no status messeges from MS servicedesk for several months. Plus we have no contact information to ask our questions and to receive the real valid answers about the situation, but not only the appeals to wait.
Would you, please, tell us, what to do besides waiting till the end of time?

Many thanks ahead.
Vadim.

murthymeka
Level 1 Contributor

Hi Andra,

 

 Can you please help me in getting my issue resolved. I need to upgrade from Silver to Gold competency by tomorrow. I sent multiple mails to the support engineer and yet to get a resolution. My Case ID is 2103020010000703. This really jeopardizes my company strategy.

 

Thanks,

Murthy

Andra
Community Manager

Hi Murthy,

 

thanks for sharing your case ID.

My understanding is you got today in contact with a support agent, please continue to work with the team on the open case.

 

Thanks for understanding,

Andra

Andra
Community Manager

Hi Chris,

 

Glad when I can help!

I am forwarding constantly feedback internally.

To your last point, I want to clarify that while most of the times you will find guidance and information for your queries in the Microsoft Partner Community, in current circumstance we are working together with support as a quick fix is not currently available.

Please send me a DM if you still don`t hear from the support agent in next 48 hours.

 

I appreciate your understanding,

Andra

luca
Visitor 1

Hi Andra,

 

Would you kindly be able to escalate our ticket 2104010040001636?

The representative called me when I was out of work once (during public holiday, which they acknowledged), I responded to his email, answering the questions, to try and set up a teams call to discuss issues with our licenses but nearly 72 hours in since replying and I have not even received an acknowledgment email. I have chased daily for updates but alas receive none.

 

We are Gold partners and have been a partner for many years now... 

If I can provide my customers regular updates, why can't Microsoft?

 

Andra
Community Manager

Hi Asanka,

 

I understand all the derived concerns and please note this is a known situation internally, being addressed as a team work.

Unfortunately it can`t be solved in the community on a whim. 

Your feedbacks are forwarded internally.

 

Thank you for understanding,

Andra

asanka
Level 2 Contributor

Hi Andra,

 

Highly appreciated the support. Partner support team contacted me and solved the issue.

 

Thank you,

Asanka

datablchrisf
Level 1 Contributor

Hi Andra,

Thank you for the updates, it is appreacited.

The expectation set on all automated emails is for response to be completed within 24 to 48 hours.  As a bare minimum I suggest you request an update these communications to articulate the significant delays and backlogs.  I have now been waiting over 3 weeks.

Additionally, people are not reaching out here 'on a whim' - many are relying on the partner network to undertake their business - myself included.

Thanks

Chris

Andra
Community Manager

Hi @rtappin ,

 

Has your case been addressed by a support agent yet?

 

Thank you,

Andra

asanka
Level 2 Contributor

Hi Andra, We are in a helpless situation with this now and don't know how we could rectify this. We have committed to our customers and this delay made us in a very difficult situation. Please help on sorting out this early as possible. We have open a support case 2102190010002011 and waiting for more than 10 days now. Really appreciate your support.

 

Regards

Asanka

datablchrisf
Level 1 Contributor

Hi Adra. I have ticket ID 2102170010000758 which hasn’t been reviewed in over a week.  I am also a small business owner trying to get started and this delay makes things very difficult. I have been trying to get started with the Microsoft Partnership for weeks now but having continual issues. Any help would be appreciated. 
regards

chris

Andra
Community Manager

Hi @datablchrisf ,

 

Looks like your case is queued and you are in contact with an agent. 

You should continue to work with the support team. 

Please expect delays given the backlog worldwide on verification process queues.

 

Thank you for understanding,

Andra

rtappin
Visitor 1

Hi Guys,

I have had a ticket 2101270040001342 open now since 1/27/2021. I have added notes asking for updates most days since it has been open.  How can i get this resolved?

 

Thanks

 

Ross

Andra
Community Manager

Hi @RickoT ,

 

Thaks for sharing your feedback!

I was informed that we’re currently experiencing delays in responding to support requests for account verification worldwide.
For account verification, please refer to https://docs.microsoft.com/partner-center/verification-responses for guidance.
 
Please do not submit additional cases to support, as this will increase the backlog and time for resolution.

 

Thank you,

Andra