Hi T64. We'll, it's February 11. I first chatted with a Microsoft tech and got the assurances about the Advance Exchange program on February 1. On the same day, I see my case number on the myservice.surface.com site, and it says that the order is in progress, so I thought that all was well.
On February 6, I had heard nothing, and no changes on my status on the website. I chatted with another Microsoft tech, this time here in France where I live, and she (Servane) cheerily promised me that she would take care of it personally! She was apologetic and reassured me that, while she couldn't give me a delivery date, she would turn this case over to a "specialized team" that would make things happen.
On February 10, nothing had happened. No change in status on the website. I chatted this time with a Microsoft tech named Kathleen (odd name for France, but whatever). She said ... can you guess? Right! She would personally take care of it! I told her, that's exactly what the last person said. She added that she would have a "specialized team" look into it and fix it pronto. She did send me an email just afterwards, saying that I could contact her via this email if things didn't work out. They also changed my case number.
So this morning, February 11, no change on the website. I sent Kathleen an email saying, should I be worried that there is no change in status on the website and the new case number doesn't even work? No answer.
So that's three techs (actually four, there were two on the first chat session), three promises, three failures, two case numbers, one angry and frustrated customer, and no Surface 2.
I hope someone at Microsoft Support reads this. Your division should really be ashamed of itself. You do not jerk otherwise loyal customers around like this if you want to maintain loyalty. I have stuck with MS through thick and thin, but this is really too much.
What I deserve is a new (not refurb) Surface 2, 32Gb like the one I had (though I wouldn't argue if they bent a bit and sent me one with 64Gb). I don't need more gigabytes on Skydrive, thank you, or minutes on Skype.
Really really upset about this.
I will add this, in case anyone doubts this story: I can and will post both my support case numbers, AND the transcripts of all three chat sessions (though beware, the last two are in French). You can see quite clearly that much is being promised but absolutely nothing is happening.