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

[Kyeung]

We created a ticket #2202220040008118 back on Feb 18, 2022 regarding an account verification.

Our Action Pack subscription has expired and we have tried on several time to attempt to renew it  but it needs my account to be vetted. I opened a ticket on Feb18 when I first tried to renew it. I've been emailing and/or updating the ticket every day with all documents but I have not gotten any reply apart from my first initiation with Kimberly who is the Partner Frontline advocate  . I also opened another ticket as my action pack and Office 365 licenses is expired and haven't been able to received any emails for 1 week and I had to  subscribe to a Office 365 e3 license to be able to retrieve my messages and to be able to contact my customers about this issue. After all this attempt and after creating 3 supports issues there are Still no resolution and I never received any verification email there after. 

[v-jillarmour]

@Kyeung I just checked your ticket and its says your account has been authorized! Woo Hoo!! I'm happy to hear this. 

[AWhite]

We have ticket #2201160040000682 open regarding account verification. Our offer to renew our Action Pack subscription has expired (on Feb 11th). I opened a ticket on Jan.16th when I first tried to renew it. I've been emailing and/or updating pretty much every day since. I even opened another ticket to see what to do about my 365 licenses after it expired. Finally I subscribed to a 365 e5 trial because Exchange 365 stopped working. Still no resolution to the issue and I never received any verification email or update to the ticket since 01/17/2022.

[v-jillarmour]

Hello @AWhite! I am SO sorry to hear of your extended wait time! Please keep me updated on when they respond. I have tried to contact them as well, but I don't have much more luck than any of you unfortunately! I know they are doing their best to manage all the cases, but there are many. Keep me posted! 

[AWhite]

It was resolved today. Thanks!

[v-jillarmour]

THAT IS SO GOOD TO HEAR!! Thank you for circling back to let us know. 

[hragab]

I have a ticket open to receive assistance to resend the verification email  to the business owner who accidentally clicked on the rejected,  unfortunately, I m not getting a response to my request   ID 2201250040001391 

[rjuarezd]

Hello,

i've got the same issue, ticket 2110010040006505 was created on October 1's but still open, support respond me asking for documentation that i'd replayed a day later.

It's important for our company to obtain response to this ticket for the continuity of bussiness with Microsoft as partner.

Thanks in advance for reading this post.

[Rajesh_PI]

Hi,

We logged a case to generate contract ID & Access ID (case no. 21100800100005850 on 11th October 2021, still now the contract ID was not created and i am getting a mail from Microsoft front line support stating that the case has been move to back end team and no response from them.

They are not even responding our query, simply copying and pasting the same mail again and again.

[dicoto]

Hi @Andra 

This is Diana from MPN Support. We currently have a ticket open with MPN Vetting Support who are taking an inordinate amount of time to help a partner with an MPN account vetting issue. It took 2 weeks for them to pick up the case, and now they haven't responded for 11 days to the partner, after he has provided the documents that have been requested from him. Ticket number is 2109170040002407.

Thanks very much and I await your reply! O zi buna!

[MrJ]

This slow response affects our day-to-day business. I hope Microsoft sees this and will respond soon.

[FC_Support]

We are in a similar state where we haven't had any meaningful replies since September 24th besides out of office replies or getting the same unresponsive resource looping back into the same email trail or acknowledgement that support team is out of resources on a case that was escalated to Severity A status. 

@Andra is there any way you can help with TrackingID#2108260040003723?

Thanks in advance.

[matemat]

We are stuck as well. Unfortunately we also wait for days for initial response 😞 Our ticket number is 2108300040004185. @Andra please if you can escalate this.

Best regards!

[Andra]

Thanks @matemat  for the tag.

I dropped you a direct message.

Andra

[32163452]

@Andra 

Please help..

i am trying to verify my business and employment to renew my action pack and i keep getting copy and paste replies that don't help.. Ticket Number is 2109170010000045. Every year i go round and round without resolution or an understanding why.  This is also stopping me from purchasing Azure services from you CSP Distributors.  I fear my Microsoft 365 will expire any day.  Why is this so diffucult!?

[InfoAcu]

We are struck at the verification as well. We have sent documents, and there is no way to contact support by phone. I see there is another step in verification which also needed submission of documents. We have to purchase Action Pack ASAP and this is not helping. 

Current case number is 2108260010002137, @Andra if you can help escalate this please

[Andra]

Hi @InfoAcu ,

thanks for reaching, I am re-adding here the link to the documentation https://docs.microsoft.com/en-us/partner-center/verification-responses

You case has been forwarded internally for review.

thank you,

Andra

[InfoAcu]

Hi @Andra Thanks, we are in now and the process is complete. Thanks for the help

[InfoAcu]

Hi @Andra Thanks. We have checked documents needed and updated information accordingly, but dont know estimate time for response. Will await based on your input. Thanks.

[subbur]

Greetings @Andra - I need help with ticket #2108260040002567 which is very critical for us. Verifications went through successfully for the partner account. But for some reason, developer account verification is getting failed automatically. This prevents our ability to submit apps to Office Store. Can you help to look into this urgently for us please. I have attached all the required documents with the ticket. Thanks much!!

Thanks,

Subbu 

[subbur]

Thanks much @Andra for helping us with this. Accounts are authorized now and we are able to submit our apps.

Thanks,

Subbu