What is the European Online Dispute Resolution (ODR) platform for consumer complaints?

On February 15, 2016, the European Commission established an Online Dispute Resolution (ODR) portal for use by consumers located in the European Union. The ODR is a platform provided to assist European Union consumers in settling disputes out of court.

What does this mean for you?
If you reside in the European Union and have purchased or consumed a product from Microsoft but are dissatisfied with the product or your experience, we encourage you to find answers to your questions at support.microsoft.com or contact our Answer Desk for further assistance. Microsoft’s customers are important to us and we will do our best to resolve the problem.

If Microsoft is unable to resolve your issue through its customer support channels, as a European Union consumer, you have the option to submit a complaint through the ODR portal. Complaints may be made in any one of the 23 official languages of the European Union. The ODR may suggest alternative dispute resolution (“ADR”) entities competent to hear the claim and Microsoft has the option to try to resolve your complaint through the ADR entity.

How do I submit a complaint?
If you are a consumer residing in the European Union, you can submit a complaint by completing an electronic complaints form through the ODR web portal. The Microsoft contact email which you may include as part of your ODR submission is MSODR@microsoft.com. Please note that this email address is only intended for use with the ODR process and not for general questions/information.

If you live in France, and you have not obtained satisfaction from our services or if you do not receive a response within one (1) month you are also entitled , as a consumer, before taking any legal action, to seek the amicable resolution of your claim, by referring to the following Consumer Ombudsman: Fédération du e-commerce et de la vente à distance (FEVAD), 60 rue la Boétie, 75008 Paris – relationconso@fevad.com or by completing the online form available at: http://www.mediateurfevad.fr/.