Customer support experience
Locating support currently is problematical. Too many support variations necessitate repetition of issue. Occasionally only part of the problem can be solved requiring an additional support request to another support team. This means finding support team and explaining the same case. Technicians have a habit of scoping out the issue yet again before proceeding to provide a solution. Asking questions to clarify the issue is of course a perquisite to providing a solution but to reiterate (reword) what has already been stated is extremely annoying. A team member should be responsible for seeking another support team if that is required and responsible for case hand over with notes thus reducing the need for the user to state the issue yet again. Requiring the user to seek the right team is time consuming and really frustrating especially when told they haven’t approached the right support platform. Customers aren’t interested in organisational silo’s they simply want a solution. The longer the issue isn’t resolved the greater the down time and obviously customers stress levels increase making it harder for engineers to resolve once the customer has located the right team.
I have spent 8 hours in the last 2 days trying to get a solution to our problem. It's not a big problem. We want to make a purchase. Every person I spoke/emailed/chatted with told me "wrong department" and gave me a different email/phone to contact to get help.
The conversation was always "who are you, what do you need?" I told them, they then repeated what I said, and told me "we can't help you".
There are TOO many "support teams", and none of them can do anything (or at least that is my perception after trying to get SOMEONE to help me).
Microsoft needs to reduce a number of teams. I have on record 14 different phone numbers and 6 different email address, none of which are of any use to me. And I still can't make a purchase. This is a "the left hand doesn't know what the right hand is doing" problem. The thing we want to buy is also new, and there has been no dissemination of the new product to their support teams, so that speaks to poor information filtering through a large and somewhat redundant part of their business.
There has been almost no "hand off" in the process, and when a handoff DID happen, it was to the wrong team that couldn't help me anyway. There is also a language barrier when even if they listen and repeat what I say, they lack the ability to understand the question, to correctly input it into a ticket system, and to correctly delegate my request or follow up.
The Patner support network only works via email, they do not have a support number, and they reply in about 3-7 days if they get in touch at all. Somehow support for Microsoft Partners is worse than it is for nonbusiness consumers. That seems somehow backward.
Just to tag on to this, Not only is repetition a problem, but suggesting that a call back would be made 13 minutes after creation of the ticket and then calling you 2 hours later is not good for customer service. If its going to be 2 hours tell us.