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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

100 REPLIES 100
aries
Level 1 Contributor

Hi @Andra -

 

Alas, we haven’t been able to get anywhere on this one.  Seems frontline can’t understand the issue and is now looping.

 

Issue is our action pack provides a certain count of E3 for 12 months.  Ours renews in November.  We applied them in November.  Last month (June) our e3 license count went to zero.  If the licenses run for 12 months, and we applied them in November then it is not possible to be at zero in june.  If somehow they were “doubled up” then, perhaps, our license count might go down… but there isn’t a way to reach zero if the last set of licenses was applied in November and runs 12 months.

 

They seem unable to resolve it.  We are using a free trial for now to keep things working temporarily.  That has further confused frontline who now thinks we’re talking about trial licenses and extending those!  Crazy stuff.

 

Probably won’t use action pack again - too risky.  Better to use a perpetual licensed product.  Can’t imagine what would happen if we were larger and our sales depended on these products.. potentially could shut down a business!  Yikes.

Would you take another peek.  Maybe you can update our ticket in some way that “frontline” can understand?

 

If not we’ll likely just have to abandon the issue.  Other readers should take this as cautionary and include this kind of potential problem in their risk analysis when deciding what components to be reliant upon.  Licenses could just stop working / deactivate due to error.  MSFT can’t fix it, and MSFT has no escalation path when there are issues.

 

-J

Andra
Community Manager

Hi @aries ,

 

@--  is correct.

thanks for tagging me and describing this situation.

My presence and advisory is limited to this community, I have low visibility over the cases and conversations with support. This sounds like something the team will need to review and address.

With that said, you can share with me your case #, I can forward internally for a closer check.

 

Thank you,

Andra

bastrino
Visitor 1

@Andra we paid for support, have waited now for a couple of days finally received a response but now went dark... We now have a priority 1 issue impacting our entire organization and need support to assist as soon as possible. With no way for us to contact support, out side of a silent email thread, I cant not use words to describe how terrible this experience has been and is not even close to being worth $500 for  support from Microsoft. My case number.. if you would be kind enough to escalate: 2109020060003783 

 

Thank you, 

Ben Astrino 

Sirajshaikh
Visitor 1

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

Andra
Community Manager

Hi @Sirajshaikh ,

 

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

 

Andra

stinsora
Level 1 Contributor

@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
Community Manager

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
Visitor 1

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

 

Affecting our ability to do business.

Andra
Community Manager

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
Visitor 1

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

Andra
Community Manager

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
Level 2 Contributor

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
Community Manager

Hi Sparky,

 

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

 

Have a great day ahead,

Andra

sparky
Level 2 Contributor

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
Community Manager

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
Visitor 2

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
Community Manager

Hi Stephen, 

 

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

 

Have a great day ahead,

Andra

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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