Anyone else have problems working with Microsoft's...

jervt · ‎11-21-2023

Microsoft seems to have some serious problems with its support contractor (Mindtree Limited). I have been working on resolving an issue that seems more and more like it's the result of a significant bug in the service for weeks - during which time I've been given numerous ideas for "solutions" that are repetitive, clearly indicate a lack of understanding of the issue, and was at one point encouraged to close the ticket even though it wasn't resolved in what seemed like a clear attempt to inflate the contractor's numbers. This is seriously unprofessional. Does anybody know of any way to get support from someone who actually works for Microsoft rather than this worthless third party contractor?

AlexanderPowBI · ‎04-11-2024

If someone from Microsoft is reading this, its a big problem that Mindtrees service personell managers are seriously spamming us customers after each closed ticket, its absurd and very annoying. I feel that the service persons that have had the ticket has tried to do what they can to help me, with varying results.

However, what really bothers me is what it seems, they have a quite toxic feedback culture. The service people are extremely polite (to polite, because their managers are micro-gathering feedback on them), and after closing a ticket the person who helped me ask for feedback which I am happy to give in person.

Shortly after, their manager spam calls, multiple times , leaves voice messages, tries to contact multiple times on teams etc, because they want to gather feedback. I mean take the hint, if i don't reply, I don't want to give a feedback, do as any other normal company and send out a survery or something, and/or send out one, maximum two emails or similar.

This is extremely annoying and has to stop.

cassidy · ‎11-21-2023

After 10+ tickets over the last couple of years, I've experienced the same. It's absolutely clear their goal is to Close the ticket as fast as possible regardless of whether an actual solution is part of the deal. They will even resort to trying to convince you to "temporarily close" it with assurance they will "reopen it when needed", it's still just closing it. It takes an absurd amount of effort to just keep the the ticket open and them working on it, if it's not closed in 48 hours or so they start to panic it seems.

I've found that submitting an "Idea" often get's visibility from actual Power BI support compared to the submitting help tickets.