Great experience with MS Online Support!

Discussion in 'Microsoft Surface Pro 3' started by spinachpie, Nov 19, 2014.

  1. spinachpie

    spinachpie Member

    Joined:
    Apr 25, 2014
    Messages:
    135
    Likes Received:
    7
    Trophy Points:
    18
    Just finished an online chat with MS regarding my loud fan and they have exceeded my expectations.

    I took the SP3 to the store today and they were pushing back on me, so thought I would try MS.

    The assistant offered to send UPS to come and pick up my SP3 and then when it is received, they will send me a replacement immediately. I didn't mind this, but they mentioned that it could be refurbished. I wasn't enamored with this and he said he would send me an email I could show to the store stating that MS officially authorizes an exchange.

    That made me very happy - all I want is a working SP3, so that would cure my ills.

    I also found that the assistant was actually human in the interaction and not a robot.

    Very happy with the experience. Well done on that one MS
     
    VickiFL likes this.
  2. nipponham

    nipponham Active Member

    Joined:
    Sep 24, 2014
    Messages:
    399
    Likes Received:
    78
    Trophy Points:
    28
    Location:
    Japan
    My Device:
    SPro3
    We don’t have MS stores in Japan, (yet), so all my interaction with CSR have been through chat. No waiting times and thorough, if not redundant, walk-throughs to verify issues. Unfortunately they have not been able to resolve my keyboard issues but there’s only so much they can do when it comes to hardware problems. But service has been very good and I always give them good marks on the online survey afterwards.
     
  3. bluegrass

    bluegrass Well-Known Member

    Joined:
    Nov 11, 2013
    Messages:
    1,301
    Likes Received:
    193
    Trophy Points:
    63
    Location:
    St. Louis, Mo
    My Device:
    SPro3
    Spinichpie - Let us know when you go to the MS store if they give you a new one in exchange. Do you have the extended warranty plan?
     
  4. spinachpie

    spinachpie Member

    Joined:
    Apr 25, 2014
    Messages:
    135
    Likes Received:
    7
    Trophy Points:
    18
    We don't have MS stores in NZ either so was surprised he offered the UPS pickup.

    I'm going into the store tomorrow to see of the email from MS suffices. Hopefully I'll have good news :)
     
  5. grumpy

    grumpy Active Member

    Joined:
    Dec 12, 2013
    Messages:
    252
    Likes Received:
    45
    Trophy Points:
    28
    Your best bet is to just return it for a refund (and repurchase) if you are still within that return window.
     
  6. spinachpie

    spinachpie Member

    Joined:
    Apr 25, 2014
    Messages:
    135
    Likes Received:
    7
    Trophy Points:
    18
    Finally have a replacement!

    And even better, I seem to be very lucky. They have given me a brand new i5 256GB with 8GB RAM instead of my i5 128GB with 4GB RAM by mistake.

    Am not complaining. That store has very bad customer service though so I do not feel bad.
     

Share This Page