Microsoft Corporation is an American multinational technology company, and Microsoft India is a subsidiary of the same. It offers products and services in the technology sector ranging from computer software, hardware, cloud computing, gaming, etc.
The technology giant offers software products like Windows OS, Microsoft Office Suite, Microsoft Surface devices, and Microsoft Dynamics 365. It offers cloud-based services like Microsoft Azure and Microsoft 365, and secure solutions to businesses for data storage, computing, and collaboration.
Additionally, Microsoft India is also involved in many campaigns and programs aimed at developing digital literacy and skill development among youth and people living in the rural belt. They strive to empower and uplift the economically and socially backward communities in the country. It partners with organizations and government agencies to promote technology-based solutions for social and environmental issues.
Broadly speaking, Microsoft India plays a pioneering role in driving digital transformation and innovation in India. They provide powerful digital tools and resources to businesses and individuals in a world that is evolving at breakneck speed.
It is important for all organizations to have a dedicated grievance redressal unit in place to address customer issues as they arise during the course of product or service use. So is it with Microsoft India. The team comprises trained and knowledgeable professionals who are adept at handling customer queries and complaints. By providing a reliable platform to air grievances to their customers, Microsoft India has ensured that all their customers are duly heard and their issues are resolved promptly. Grievance redressal is an important component of customer service and ensures customer satisfaction by providing and sustaining high quality service.
Responsibilities of Grievance Redressal Desk
Let’s give you a quick lowdown about the duties and responsibilities of the grievance redressal team at Microsoft India in this section.
Receiving and Acknowledging Customer Complaints: The grievance redressal team at Microsoft India is responsible for receiving and acknowledging all types of customer complaints and issues that are received through phone, email, or their official website.
Probing Issues: The desk plays a key role in investigating the underlying cause of the problem at hand. The objective is to provide satisfactory solutions to the customers in the quickest possible time, and give a closure to the issues.
Troubleshooting: The redressal team is proactive and quite efficient at Microsoft India. They do not like to keep their customers waiting for long, and hence devise innovative solutions to customer problems. They also ensure that they are kept posted about the status of their complaint throughout the process.
Escalating Complex Issues: Short and quick resolutions do not apply to complex problems. In such a scenario, the team takes adequate steps to escalate the matter to the relevant department within Microsoft India.
Log Maintenance: The grievance redressal team is required to maintain a complete record of all customer complaints, actions taken, and outcome of the resolution process.
Improving Processes: Change is the only constant. Continuous growth happens only when we are improving on our flaws. The redressal team reviews its processes from time to time to ensure customer satisfaction and sustain their (customer) trust in their services.
Ensuring Customer Satisfaction: Resolving all issues to the complete satisfaction of the customer in a timely and efficient manner is a surefire way to win customer trust. The team ensures that.
Types of Issues Faced at Microsoft India
There could be a range of customer issues to deal with in a technology-solutions company. Some of these have been outlined hereunder.
Customers could raise complaints regarding software and hardware products like those of Microsoft Office, Windows OS, Microsoft Dynamics, etc. There could again be issues related to the quality, functionality, and performance of Microsoft products and services.
Then you have sales and billing issues. There could be discrepancies and disputes arising in the account section, and customers may have complaints with the sales, billing and payment for Microsoft products and services.
Data compromise and privacy concerns are one of the most common complaints that are reported by customers. The grievance redressal cell looks into the matter, investigates, and resolves the issue by taking appropriate action. If necessary, they forward the concerns to other departments within Microsoft India that are more competent in handling such serious complaints.
If customers raise their voice regarding the responsiveness, professionalism, and delivery of staff at customer service, the redressal team will look into the matter and provide suitable solutions to close the matter in record time.
How to Contact For Grievance Redressal
You can approach the grievance redressal desk at Microsoft India through diverse channels. Let’s take a look.
- You may call Microsoft support team at 1800-102-1100 which is a 24×7 facility. There could be times in the day when the line could remain busy due to a high volume of incoming calls. In such cases, you can think of exploring the other options mentioned below.
- Alternatively, you can document all your concerns in an email and send them to in_support@microsoft.com. Someone from the Microsoft support team will get in touch with you shortly to resolve your concerns.
- Visit their official website www.microsoft.com and click on ‘Support’ or ‘Contact Us’ option. Select the ‘Grievance Redressal’ or ‘Complaints’ option. Fill out the web form with relevant details regarding the issue at hand, and press ‘Submit’ to send your concerns for review.
- If none of the above helped, you can escalate by reaching out to the grievance officer. The grievance officer is located at 10th Floor, Tower B & C, DLF Building No. 5, DLF Cyber City, DLF Phase III Gurgaon 122002. You can write to grievanceofficer@microsoft.com to complain against issues related to their products and services.
- Social Media — Microsoft India also has a strong social media presence. You can voice your concerns on platforms like Facebook, Twitter and Instagram.
