Microsoft Teams Customer Service

When I called Microsoft Teams, I discovered that the phone support system is merely used to send customers online to get answers to their questions. Upon calling, I was first given the option to switch to Spanish. When I declined, I was next asked if I was calling as a home user or business account, and I said I was a home user. No buttons are given; the caller must actually speak their preference.

I was then asked to describe my problem, and I said that my video camera was not working properly. When I did, I was directed to an automated message that told me that support had been moved online and that I needed to visit help.microsoft.com. The message was repeated twice for my convenience, and when I remained on the line, the automated system asked me if I would like to receive a text message to the number I was calling from with that information.

I said that I would, and the automated system said that it would send a text message and to give it a moment to do so. At that moment, my phone dinged with a message from Microsoft directing me to their online support page. The automated system then wished me a pleasant day and automatically hung up.

Overall, my feelings on this site are a little bit mixed. On one hand, I appreciate that Microsoft wastes no time in letting the customer know that they cannot receive help over the phone and must go online to receive assistance of any kind. Given that some customer service numbers force the customer to wait through multiple menus before making clear that support must come online, this is a good touch.

It's also very helpful to get a text message option delivered right to your phone. This gets around the potential problem of not having internet available on your computer, and it makes it easy to get the information you need without having to write anything down. Considering that few people have pen and paper on them easily, this can erase an unnecessary step in the process.

On the other hand, not having any kind of access to phone support can make it difficult to get proper assistance with certain problems. I get that Microsoft wants to move all of its support online given that it's entirely focused on technological solutions, but not every issue can be solved easily via text or chat. Overall, I think Microsoft does a few things to make this easier for its customers, but it's not an ideal customer service experience.