The moral of the story is if you do Office 365 you had better implement a backup that you have control of and don't expect any help from Microsoft if there is trouble. I have only contacted Office 365 support twice and both times were a joke. Then I restored his most recent cache file and reconnected him to the network, opened Outlook and then imported the missing folder. I then just started Outlook 'offline', exported the folder to a. I never did get an answer from them but I was able to recover his missing folder by restoring his Outlook cache from a backup and then disconnecting his computer from the network before booting up Outlook. 3 days later I got an email that they had tried to contact me by email and phone and not heard back so they were closing the ticket.
I explained that to the support guy and he 'updated' the ticket and said he would get back to me. I suspect there was something lost in translation between the support agent and the engineer because what they wanted me to do made no sense at all. Only problem was that the customer hadn't subscribed to and didn't have access to the eDiscovery tools he wanted me to use and I'm not sure what good a 'hold' would do days after the fact? Kind of hard to use tools that are not available to you. Two days later I received an email from 'support' with instructions from the engineer to use eDiscovery tools to put a hold on the mailbox and to see what happened to the folder. It took them a few hours to get back to me initially but after a quick few questions and connecting to the computer so he could 'point' out where to look he told me they would have to assign an engineer to look into it and get back to me. He had a few missing items that would cause him serious pain if we couldn't recover them so I contacted support. I looked everywhere for it and could find no sign of the folder or its contents in any folder, deleted items or in recovering deleted items. I figured the same thing - he accidentally moved or deleted etc. A folder in his mailbox just 'went away'.
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