Touch cover replacement horror story

Discussion in 'Microsoft Surface Accessories' started by ryanmackk, Apr 15, 2013.

  1. ryanmackk

    ryanmackk New Member

    Joined:
    Mar 18, 2013
    Messages:
    6
    Likes Received:
    0
    Trophy Points:
    0
    So I received a Surface RT as a gift and of course the keyboard started falling apart. So I called microsoft and requested a new one, they said "sure, no problem, replacement is free" and said "wait 24 for the shipping label to appear in your inbox". So I did and it never came. I was patient and only called 3 days later. It went like this (dates are approximate):

    March 15 : First contact with MS. Told their "tools are being updated"
    March 18: Second contact with MS. Told "I'm sorry I don't know what happened. Our tools are being updated"
    March 20: Third contact with MS. Told "I'm sorry I don't know what happened, let me send you another email"
    March 25: Fourth contact with MS. Told "I'm sorry I don't know what happened, I will send your case to the escalations team"
    April 7: Fifth contact with MS. They called me at 11:30 pm and said "have you received the email? No? We will escalate the situation"
    April 9: Sixth contact with MS. Called me after the time I said I was available and left me a message saying "We've escalated the situation"

    April 15 (Today): I've given up all hope

    I've also posted on the Microsoft Answers forum and they've answered, but guess what they told me?

    Anyways. :mad: and I'm cussing at Microsoft

    Tags: Microsoft is a terrible company
     
  2. mitchellvii

    mitchellvii Well-Known Member

    Joined:
    Mar 30, 2013
    Messages:
    2,483
    Likes Received:
    559
    Trophy Points:
    113
    Location:
    Charlotte, NC
    My Device:
    SPro3
    MS seems to do well at the hard stuff but the EASY stuff completely eludes them. This is a Management problem. This fish stinks from the head down.

    I also had an overheating problem "escalated" and didn't hear from anyone until a week and a half later. MS' motto should be "Talk great, do nothing..."
     
  3. wharncliffeowl

    wharncliffeowl Member

    Joined:
    Nov 4, 2012
    Messages:
    32
    Likes Received:
    0
    Trophy Points:
    6
    Location:
    Sheffield UK
    I can only say I had the total opposite experience when I called them (the UK office) about the same problem. Return label was emailed within mins of my phone call. I had my replacement touch cover in a few days. Really pleased with the service I got.
     
  4. derausgewanderte

    derausgewanderte Member

    Joined:
    Dec 29, 2012
    Messages:
    80
    Likes Received:
    8
    Trophy Points:
    8
    sorry to hear about your bad experience. I also had the opposite experience when exchanging my Surface RT, although I had to push a little with tweets to @Surface to speed up the process.
    Hope this will be resolved for you. Although at your stage I'd be pissed as well.
     
  5. hotphil

    hotphil Member

    Joined:
    Apr 7, 2013
    Messages:
    118
    Likes Received:
    8
    Trophy Points:
    18
    Can I ask - is this a common issue? One of the locator lugs has snapped off mine, but no signs of it "falling apart". What happens to them?
     
  6. Trovahead

    Trovahead New Member

    Joined:
    Nov 3, 2012
    Messages:
    48
    Likes Received:
    2
    Trophy Points:
    0
    My Device:
    RT
    I had a very smooth experience exchanging my dead RT for a new one. The whole thing took one week from the time I dropped it off at Fedex to when the new one arrived at my doorstep.
     

Share This Page

Search tags for this page

microsoft surface horror stories

,
microsoft touch cover replacement
,
replace touch cover
,
surface keyboard falling apart
,
surface pro touch cover falling apart
,
surface touch cover border falling apart
,

surface touch cover replacement

,

touch cover falling apart

,

touch cover replacement microsoft

,
touchcover falling apart