I have spent 4.5 hours on the phone with Microsoft support today speaking to 7 different people. My challenge seemed quite simple. I am a subscriber to Microsoft 365 Family. When you set up an account with Microsoft, they use your email address as your account ID. My email address is changing, and I want my Microsoft account ID to be my new email address. Ten years from now, I see no reason that my account ID should be an email address that has been defunct for a decade. After 4.5 hours and speaking to 7 different people, the last person told me that this cannot be accomplished by changing the account ID. Can you imagine if a woman gets married and changes her last name that 10 years later she couldn't change the name on her ID? Absurd. So, in additional to wasting more than half a day only to learn that it takes 7 people and 4.5 hours to get to someone who knows the answer, that the answer is "no." So, now what I have to do is set up a new Microsoft 365 Family subscription with the new email address, and transfer 500 Gbytes of data from the old OneDrive account to the new OneDrive account. Microsoft is SUPPOSED to be a technology company which finds ways to improve our efficiency. I think this situation clearing indicates that they lack the wisdom to design their systems to facilitate a fairly common situation: a change in email addresses which is mirrored in the account ID. I won't write any more, because I doubt that the rest of what I would write would be acceptable language for this website. It is going to take me a LONG time to copy 500 Gb of data between two OneDrive accounts. That is a waste of my time. The people at Microsoft who try to improve the "customer experience" should make themselves aware that (1) calling their support lines results in an very inefficient use of their employees' time and their customers' time, (2) that their systems are not designed to simplify common use cases, and (3) their people are clueless as to where to transfer a customer support call. Having to speak to SEVEN people to get a definitive answer is clear evidence of this last point.
