Data Protection Team Response Time: No call after 9 days

This same thing is happening to me.  No call back in almost a week!  I have even Tweeted @MicrosoftHelps with no response PLEASE This **** is unacceptable for a product we pay for!

Brian:

Don't bother waiting for MS to call you. They won't.

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You have to contact them. If you don't have one yet, ask for a ticket number so your calls are part of a continuous trail, not separate events.

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Make your pain public, social media, politicians etc. MS 365 sales propaganda says you get support. They don't say anything about the quality of the support.  I totally agree that it is unacceptable. Now

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Just another example that MS Support SUCKS! And it is even worse in these covid days. Which is ironic, since online support is ideally suited for work at home ... They should be able to hire and train MORE support staff, not less ...

I am having the same issue.

I locked myself out of my account after changing my password and the Microsoft password change page didn't play nice with my password manager (LastPass)...

I have gone through the password reset feature and after having the system call me it sends my verification code TO THE SAME EMAIL ADDRESS THAT I'M LOCKED OUT OF. 

How is the "recovery address" allowed to be the same as the email address you're trying to access? That seems like a glaring issue with your developers. Why is there not a simple "you can't have these two be the same warning" when creating the account? 

So, no matter whether I try and recover through email or through phone, I can't get access to my account. 

I opened a ticket on Saturday and it is now Wednesday. I have called support several times and have finally been told that my ticket was assigned to the data protection department and to someone named "Carlos." 

As it turns out "Carlos" tried to call me from a Costa Rica number at 8am YESTERDAY, and I dismissed the call thinking it was spam. 

"Carlos" left no message, and didn't update the ticket. I did not get any kind of indication that this team or this department were on the job.

I decided to test the number of the missed call, and hit a voicemail of someone named Carlos. I have now left Carlos a voicemail several hours ago, and there has still been no response. 

So here's where we're at...

1. I have a domain account that I am locked out of...
2. I use this account for my work...
3. I have been unable to access this account for three days now...
4. There has been no communication from the team other than one missed call and zero communication about said call...
5. I have lost three full days of productivity because of this glaring programing error and it seems that no one has any power or control to deal with this through normal support channels.
6. I have been forced to play detective and respond to my original support email, call into support to talk to new support people, and now call a missed number from Costa Rica in order to try and get access to my account because of a simple email reset. If you think, Microsoft, that your process makes us more secure, think again.

This has been unbelievably frustrating and I'm having a very hard time understanding how Microsoft has any customers at all... 

I won't go into what caused me needing to change my password in the first place, but let's just say that if DKIM is not enabled by default on your exchange account, what you have to go through as a customer is insane. 

So frustrated.

MS has customers because corporate bean counters saw that "Office" was cheaper 30 years ago. And because corporate IT does not have to deal with MS support.

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When it comes to trivial problems, MS's outsourced support staff are adequate. When it comes to more difficult ones, not so much.  You are actually an exception. Many people who complain here about the service complain that they do NOT get promised phone calls, you got one even if you avoided it as spam because it did not identify as being from MS.

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Take your complaint public to social media. Especially as a business user/owner MS tends to respond to social media complaints.

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Social Media- Twitter - Make your Pain Public, maybe then MS will fix the problem – And they usually reply

650+ Excel Resources: The Epic Power Spreadsheets Resources List – Social media

https://powerspreadsheets.com/excel-resources-list/

A subset of links from above page:

Facebook

·     Microsoft : https://www.facebook.com/Microsoft.

·     Microsoft Developer – Redmond, Washington https://www.facebook.com/MicrosoftDeveloper

·     Microsoft Excel  https://www.facebook.com/microsoftexcel/

·     MS Store: https://www.facebook.com/MicrosoftStore

·     Office: https://www.facebook.com/Office

·     Power BI – Product/Service – 812 Photos https://www.facebook.com/microsoftbi .

·     Windows: https://www.facebook.com/windows

Twitter

·     Microsoft  (@Microsoft) | https://twitter.com/Microsoft

·     Microsoft Business (@MSFT_Business) | https://twitter.com/MSFT_Business

·     Microsoft Channel 9 (@ch9) | https://twitter.com/ch9

·     Microsoft Excel (@msexcel) | https://twitter.com/msexcel

·     Microsoft Office (@Office) | Twitter: https://twitter.com/Office

·     Microsoft Press (@MicrosoftPress) | https://twitter.com/MicrosoftPress

·     MS Store (@MicrosoftStore) | https://twitter.com/MicrosoftStore

·     Microsoft Support (@MicrosoftHelps) | https://twitter.com/MicrosoftHelps

·     MVP Award Program (@MVPAward) | https://twitter.com/MVPAward

·     Office 365 (@Office365) | https://twitter.com/Office365

·     Office 365 Community (@Office365_Tech) | https://twitter.com/Office365_Tech

·     OfficeSupport (@OfficeSupport) | https://twitter.com/OfficeSupport

·     Power BI (@MSPowerBI) | https://twitter.com/MSPowerBI

·     Power Map (@MSPowerMap) | https://twitter.com/MSPowerMap

·     Why Microsoft (@whymicrosoft) | https://twitter.com/whymicrosoft

·     Windows (@Windows) | https://twitter.com/Windows

LinkedIn

·     LinkedIn Groups | https://www.linkedin.com/groups/1913738/profile

Google+

·     Microsoft on Google+: https://plus.google.com/communities/114582343442158817928

YouTube

·     Microsoft Office 365 – https://www.youtube.com/user/officevideos

·     Microsoft Power BI – https://www.youtube.com/user/mspowerbi

.

was any of this ever resolved?

I'm on day 8 and third call and am totally locked out awaiting a phone call from a team that doesn't seem to exist.

Collin and James were both very nice but couldn't fix the issue. two more days and it is a very serious problem for my business.

did you get it resolved? anything I can do to push this along that you've found worked?

thanks for any help you can provide users and/or msft or anyone!

disappointed Microsoft; really disappointed...