Weeks of *********** Microsoft Support – Outlook Now Completely Unusable

I am lodging this complaint due to the pathetic, ***********, and deeply frustrating support I have received from Microsoft regarding Outlook since 30 December 2025.

I am a paying Microsoft 365 Family subscriber. I initially contacted Microsoft Support for a simple Outlook Search issue, which I was advised related to indexing. What followed has been nothing short of a disaster.

Since 30 December 2025:

I have spent an average of 5 hours per day engaging with Microsoft’s online support.

Each session connects me to a new Level 2 (T2) technician, each opening a new case number.

Every agent repeats the exact same troubleshooting steps, with no reference to previous work done.

Multiple new Outlook email profiles were created by different technicians, resulting in:

Duplicated email profiles

Duplicated folders and files

Increased PST file size

Unnecessary consumption of storage space on my PC

As a result of Microsoft’s actions:

My email folders and subfolders were lost during troubleshooting.

These were only recovered on Sunday, 18 January, after weeks of disruption.

Immediately thereafter, Outlook stopped sending and receiving emails, rendering it unusable.

I am now worse off than when I first contacted support.

The most alarming issues:

Promised callbacks from senior (T3) technicians never materialise.

Microsoft repeatedly claims they “attempted to call”, yet:

There are no missed calls on my phone

No voicemail messages

No call log evidence whatsoever

Each time I follow up, I am told:

“More logs are required”

“More troubleshooting is needed”

“Please wait another 1–2 days”

This is not support — it is a never-ending loop of incompetence.

I have not been able to work optimally since the beginning of the year, losing valuable time and productivity. The basic function of Outlook is to send and receive emails, and Microsoft has completely failed to resolve this.

I have saved multiple chat transcripts as evidence and can provide them on request.

I am requesting:

Immediate escalation to a competent senior technician

A single point of accountability

A permanent resolution, not repeated experiments on my system

An explanation for the false claims of attempted callbacks

Microsoft’s support service has been utterly disappointing and unacceptable for a paid product.