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

[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

[datablchrisf]

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]

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]

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]

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

[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

[AbdulGalan]

I am more than 12 years action pack partner. I had issue to renew my action pack, i raised a request it is open more than 25 days and i didn't get any response and there is no way to escalate.it is sad what is going on for microsoft support strategy.  I have raised a ticket for the big company i work as consultant and i get response within 5 hours.it is unforfunate that Microsoft don't consider the consultants of thier product is useful.as consultants we are not only partners but we are member family of their product and we help and promote their product .we deserve better than that, respect

[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???????  

[AbdulGalan]

I am experiencing the same case.i raised a ticket June 2 2021 and i didn't get any response till now june 26, no call nothing.strange enough it say we can't verify your domain email while my email is verified sucessfully. Is there a bug in their workflow. How you can verify the email but not the domain. It is my domain it is my email.this is worest case scenario and no one cares just ignoring small partners and is considered useless, it is disrespect to treat that way their most valuable professional consultan.Hope someone will stand up for us and understand that we are the pillars of Microsft products and we play imprtant role of the success of each product. We are the first responders of their products and we assist the most biggest partners of Microsof.We play importan role for the success of Microsoft cloud, it is sad they throw us under the Bus while they are making more than 2 trillion!!!

[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

[AbdulGalan]

What is the value for private, i call regional service and they said we will escalate and send you email. I didn't receive any email and nothing has changed. Something is not right, this is not the Microft we know.we use our cases solved within 48 hours and automate email notifing us they have received our case. Now nothing just silence.

[Andra]

Hi @AbdulGalan ,

Can you share your case number with me please?

thanks,

Andra

[Abdulgalan1]

Hi Andra,

Thank you for your response.

After long struggle i am here  and the case number is: tracking ticket 2106220040006241

Thank you for your assistance!