My new Surface Pro is scheduled to be delivered on Monday March 4th but with all the problems I’ve had with the Microsoft Online Store and Microsoft Surface Support, I’m not so sure how I feel about it now.
I ordered the Surface pro on Friday Feb 15th just minutes after the online store started accepting pre-orders. I also ordered a Surface R/T with a type cover for my wife and two Surface Complete extended warranties.
Three days later, Monday Feb 18th, I received a shipping confirmation for my wifes’ Surface R/T and type cover with a scheduled delivery of Thursday Feb 21.
On Thursday afternoon, UPS arrived and I was at home to receive the box which was to be a surprise gift for my wife. When I brought the box into the house, I realized that the packing tape was barely holding one flap of the box closed. Upon opening the box, I found the type cover but no Surface R/T. Examining the box closer, it appears that the tape had not been applied very well and the contents could have easily been seen without completely opening the box.
I immediately called the Microsoft Online Store to report it. The rep and I had some difficulty understanding each other but I finally got a case opened and she transferred me to Surface Support because she had no idea how to deal with the problem.
While waiting to speak to someone at Surface Support, the connection was dropped. Fortunately I had been given the phone number and I was able to call again and got through immediately. The Surface Support rep was very sympathetic but she also did not know how to help me, so she opened a case and told me that I would receive a call in 2-3 days.
The following day was Friday so I knew that I wouldn’t hear from anyone until the following week.
Monday and Tuesday rolled by and I got no call. Wednesday afternoon, still no call, so I called and asked for a status update. The rep checked the case and, as he explained it to me, the group that had received the case did not have their system integrated with his system so they could not see all of the information… So they did nothing?
Again, the Surface Support rep is very sympathetic and tells me that he’s going to connect me with the Microsoft Store (full circle) and remain on the line to make sure that they take care of me. He also told me that he would call me at noon the following day to make sure that I’m satisfied with the outcome.
Now, I’m on the phone again with a Microsoft Store rep (more communication difficulties) and she takes the information and tells me that she’s sending the case to the Escalation Group and they would call me in 24-48 hours.
This is Saturday, three days after I last spoke with anyone at Microsoft. No one I’ve spoken with has even asked for a UPS tracking number. The Surface Support rep who was going to follow-up with me on Thursday at noon never called.
So, Monday I’m expecting to receive a box from UPS. Hopefully it will have a Surface Pro in it. Still, it’s very difficult to be excited about that when it will be two weeks since that Surface R/T was shipped and not one person is looking for it or doing anything about getting another one shipped to me.
I ordered the Surface pro on Friday Feb 15th just minutes after the online store started accepting pre-orders. I also ordered a Surface R/T with a type cover for my wife and two Surface Complete extended warranties.
Three days later, Monday Feb 18th, I received a shipping confirmation for my wifes’ Surface R/T and type cover with a scheduled delivery of Thursday Feb 21.
On Thursday afternoon, UPS arrived and I was at home to receive the box which was to be a surprise gift for my wife. When I brought the box into the house, I realized that the packing tape was barely holding one flap of the box closed. Upon opening the box, I found the type cover but no Surface R/T. Examining the box closer, it appears that the tape had not been applied very well and the contents could have easily been seen without completely opening the box.
I immediately called the Microsoft Online Store to report it. The rep and I had some difficulty understanding each other but I finally got a case opened and she transferred me to Surface Support because she had no idea how to deal with the problem.
While waiting to speak to someone at Surface Support, the connection was dropped. Fortunately I had been given the phone number and I was able to call again and got through immediately. The Surface Support rep was very sympathetic but she also did not know how to help me, so she opened a case and told me that I would receive a call in 2-3 days.
The following day was Friday so I knew that I wouldn’t hear from anyone until the following week.
Monday and Tuesday rolled by and I got no call. Wednesday afternoon, still no call, so I called and asked for a status update. The rep checked the case and, as he explained it to me, the group that had received the case did not have their system integrated with his system so they could not see all of the information… So they did nothing?
Again, the Surface Support rep is very sympathetic and tells me that he’s going to connect me with the Microsoft Store (full circle) and remain on the line to make sure that they take care of me. He also told me that he would call me at noon the following day to make sure that I’m satisfied with the outcome.
Now, I’m on the phone again with a Microsoft Store rep (more communication difficulties) and she takes the information and tells me that she’s sending the case to the Escalation Group and they would call me in 24-48 hours.
This is Saturday, three days after I last spoke with anyone at Microsoft. No one I’ve spoken with has even asked for a UPS tracking number. The Surface Support rep who was going to follow-up with me on Thursday at noon never called.
So, Monday I’m expecting to receive a box from UPS. Hopefully it will have a Surface Pro in it. Still, it’s very difficult to be excited about that when it will be two weeks since that Surface R/T was shipped and not one person is looking for it or doing anything about getting another one shipped to me.
