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Cloud Services Thread, Office 365 Support in Technical; How are others finding Microsoft support for Office 365 upgrades? We started our (delayed by Microsoft) upgrade over the bank ...
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    robk's Avatar
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    Office 365 Support

    How are others finding Microsoft support for Office 365 upgrades?

    We started our (delayed by Microsoft) upgrade over the bank holiday weekend with the expectation it would take around three days...

    We find we can not enable dir sync. I have been waiting for a ms escalation engineer to contact me ever since. My daily calls to support do not seems be making any headway.

    Our sso cert expired on Friday, I had hoped like last year we would get a new cert automatically. Logged the issue Saturday, just got an email from Microsoft saying I will get a replacement in 5 working days. Great, so my users are trying to remember passwords from before the bank holiday weekend, and therefore failing to connect to the system!
    @jamesmarshall any suggestions of the correct contacts to chase these issues?

    Have I just upset Microsoft or are others hitting these issues as well?

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    I've found the support to be slow normally about 3 days to get assigned an engineer but once you have engineer it seems to be there job to get you sorted as quick as possible. They even asked me if I was able to work late as they could to resolve the issue.

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    robk's Avatar
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    Nearly three weeks and counting for me to get allocated someone. I would be happy to work late if that's all it took to get this fixed.

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    Strange they are taking so long to get back to you. Don't know if you could use the Microsoft Online Concierge service to find out if your case has been looked at as they might be waiting for you to contact them

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    robk's Avatar
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    I have been ringing them on a daily basis to confirm they are not waiting for me. Apparently no engineer assigned yet.

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    Hopefully they will get one assigned soon, not sure much more you can do other than wait as might be only few engineers that can solve the issue you are having which are different engineers that I have received before.

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    Quote Originally Posted by robk View Post
    Nearly three weeks and counting for me to get allocated someone. I would be happy to work late if that's all it took to get this fixed.
    PM me your reference number, I'll take a look.

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    Quote Originally Posted by robk View Post
    I have been ringing them on a daily basis to confirm they are not waiting for me. Apparently no engineer assigned yet.
    Your ticket has been picked up by a first line engineer, I understand that they are waiting on an engineer from the escalations team to be assigned to your case in order to move this forward. I will have a poke around today also see if I can get an update for you.

    James.

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    We've had varying levels of support.

    Some of the engineers we speak to ring us 2 or 3 times a day to see how we are getting on, others we have had to explain over and over again our issues and they were asking us to try things that we had already tried - we asked for them to escalate the call and spoke to someone quite high up with Support in the UK who sorted our issue in no time.

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