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Igalfsg's avatar
Igalfsg
Brass Contributor
Dec 17, 2024

Issues with Partner Support

I am having some problems with Partner support (created a ticket over a month ago and they kept asking for information saying that it was ok and then asking for the same information again and in the last two weeks they just ignore the emails). I am wondering if anyone else has have similar issues in the past and how can we escalate this (Usually based on the v- account I can contact some of my contacts in Microsoft and they can help me escalate within the team, but it seems that the partner support team uses the generic email address removed for privacy reasons)? 

isv success
partner center
  • mahendragupta's avatar
    mahendragupta
    Copper Contributor
    Feb 19, 2025

    We are facing the same issue, the Microsoft support team not responding in swift manner, even though they ignoring the tickets, in our case after one month of multiple verifications they told us that they would resume our service in 5 days, and now it crossed 13 days but still no resolution. God knows how Microsoft works.

  • RichardE15's avatar
    RichardE15
    Copper Contributor
    Dec 20, 2024

    That sounds really frustrating! I’ve dealt with similar issues before. If you don’t have direct contacts anymore, try reaching out through the Microsoft Partner Network forums or even Twitter—they tend to be quicker there. When following up, make sure to reference your ticket number and outline the back-and-forth to show the lack of progress. If that doesn’t work, you might want to escalate through Partner Support management directly.

    • Igalfsg's avatar
      Igalfsg
      Brass Contributor
      Dec 20, 2024

      Thanks, I didn't think about twitter, I hope that now that an FTE is involved it gets resolved quicker, but we will see.

  • Igalfsg's avatar
    Igalfsg
    Brass Contributor
    Dec 19, 2024

    Hi Jill, 

    Thanks for offering to help. I am trying to get some help with Co-Sell since our numbers were not populating into the cosell portal. But it seems that after an hour of me posting here, an FTE reached out in the email thread so hopefully they help. 

    Thanks, 

    • justinroyal's avatar
      justinroyal
      Icon for Microsoft rankMicrosoft
      Dec 20, 2024

      Hi @lgalfsg thanks for letting us know - glad to hear you got connected to the appropriate contact!

  • JillArmourMicrosoft's avatar
    JillArmourMicrosoft
    Icon for Community Manager rankCommunity Manager
    Dec 17, 2024

    Hello Igalfsg

    What are you trying to get help with? Something for Marketplace or something else? I want to be sure your post is in the right forum and see if I can help at all? 

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