Anyone else have problems working with Microsoft's support contractor Mindtree Limited?

[jervt]

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?

[AstridM]

They are terrible, I do understand reading the basic guide lines but they do not escalate, they go over and over the same issue, they ask the same questions, I am not even sure why peope are putting up with this, it is terrible customer service.

[hn9]

ABSOLUTELY.

We have been having troube with them for as long as we have been using Aure which is some  7 years now.

They are not only incompetent, but are actually malicious in closing open and unresolved tickets and just ignoring rquests.

The requests that they do respond to, their technical knowledge is so below the requirement that it is completely a waste of time.

I have no idea why Microsoft is using them!!!

[AlexanderPowBI]

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]

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.

[GilbertQ]

Hi @jervt 

I would suggest talking to a manager and keep on going up the chain until you can get it resolved.

[hn9]

It is useless talking to the manager. The utimate person you can get to is the Director of Support who is an Indiuna based in India - from whom we simply got IGNORED - he probablu has cousins and uncles working at MINDTREE! 
There is absolutely no reason for MINDTREE to be selected as company to provide support  as they are INCOMPETENT Technically and INCOMPETENT as a service provider. They can only have een appointed due to someone high up having some interest in this. Full Stop.

[hn9]

Its useless talking to their manager as they all seem to be relatives and friends and they will stop you from going any further. As they are in India, we tried the Director of Support for the whole country! even he does not want to know any complaints raised against them.

[leew]

Having the exact same issue. The consultant clearly does not understand the issue and can't go off script with standard fixes that are irrelevant to the issue being afced, have wasted hours of time going in circles. They are clearly not listening to anything I say, and can't even graps the root cause of the problem. After each very long call they try to make me close out the ticket immediately, even though nothing hsa been resolved and they have only wasted my time. They try to pull a manager onto the call to make me give feeback immediately and rate the help I have received.
this has been worse than useless in terms of support.