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

[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

[MJG]

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]

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]

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_]

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]

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_]

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]

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]

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]

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]

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]

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]

Hi Andra,

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

Thank you,

Asanka

[datablchrisf]

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]

Hi @rtappin ,

Has your case been addressed by a support agent yet?

Thank you,

Andra

[asanka]

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