Issue with Microsoft Intune Support via Microsoft Partner

AZ Qureshi 0

I am writing to seek clarification regarding an ongoing issue I am experiencing with Microsoft Intune. Currently, an external vendor is listed as the partner for my service, but I have encountered a problem with their support. Specifically, when I submitted a support ticket regarding an issue with Intune, it was closed by the vendor without any acknowledgement or resolution.

I am unsure why I am unable to contact Microsoft directly for support on this matter. Could you please explain how the vendor has been appointed as the technical point of contact for my services, and why my tickets are not being addressed effectively?

Thank you for your attention to this matter. I look forward to your prompt response.

2 answers

Crystal-MSFT 44,151 Reputation points Microsoft Vendor

2024-05-03T01:53:14.2466667+00:00

@AZ Qureshi, Thanks for posting in Q&A. I am sorry to hear that your case is closed without any acknowledgement or resolution. You can call the following number to see if they can help to reopen the case to troubleshoot your issue.

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

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AZ Qureshi 0 Reputation points

2024-05-03T09:11:32.9966667+00:00

Thank you for your response. I followed your suggestion and contacted the provided number. Unfortunately, I was redirected back to this forum by the IVR system.

This situation is concerning as it seems I am caught in a support loop. The vendor assigned to my Intune service closed my initial ticket without resolution, and now I'm unable to receive support directly from Microsoft due to my subscription (P2 and E5) type. This is impacting our operational efficiency.

I need clarification from MS:

The specific criteria for direct Microsoft support in situations where the designated vendor fails to resolve an issue?

Any alternative support avenues available to me under my current subscription, especially when the vendor's response is inadequate?

I am keen to resolve this issue promptly and would appreciate any direct assistance or guidance you can provide to either address the problem with Intune or to facilitate a more effective support experience.

Thank you for your attention to this urgent matter.

Crystal-MSFT 44,151 Reputation points Microsoft Vendor

2024-05-06T01:45:06.3533333+00:00

@AZ Qureshi, Thanks for the reply. I am sorry to hear that the Phone support get loop. Could you let us know if you have Premier or Unified support contract?

Meanwhile, to access support scenarios in the Intune admin center, your account must have an Azure Active Directory (Azure AD) role that includes the action microsoft.office365.supportTickets. Please confirm you have this.

In addition, did you have "Contact Support" icon when you open case? If yes, open case there to see fi the case can be opened and be handles

https://learn.microsoft.com/en-us/mem/get-support#contact-support
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Pavel yannara Mirochnitchenko 11,956 Reputation points MVP

2024-05-03T10:55:37.2433333+00:00

How did you open that case? Have you tried to use Intune support function via console which would open free support ticket as well?
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AZ Qureshi 0 Reputation points

2024-05-03T14:58:58.8533333+00:00

I accessed the support options through the Intune console by clicking on the "Troubleshooting + support" tab on the left-hand side. Once there, I selected "Help and Support," which then presented me with three choices: "Configuration Manager," "Intune," and "Windows 365." Upon selecting "Intune," a headset icon appeared on the screen. Clicking on this icon revealed details of my vendor, including their phone number, email address, and website. Unfortunately, the vendor is the only option available in the dropdown list for support. Azure does not allow me to open Intune related ticket using console. System force me to contact the vendor on their email.

The last ticket I opened with the vendor was via email on Feb 20, 2024.
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Issue with Microsoft Intune Support via Microsoft Partner

2 answers