Just a brief update. We bought the Surface at Costco and they have a 90 day return policy for computers. Yesterday I checked and we were at day 88. We headed to Costco and despite our membership having lapsed almost a month ago within five minutes we had our refund. Wish I had done that to begin with but I assumed that it would be a simple matter to replace ours.
That is excellent customer service and is the reason that we will continue to try and do business with Costco whenever possible. Microsoft, not so much.
When we got back I started what would be my third online chat with Microsoft Surface Support folks. This is much shorter and only took an hour online. The end result is that we still don’t know if it will or won’t be shipped and we likely won’t be at the shipping address if it is.
I did fax a complaint to Microsoft’s “complaint department” and find it interesting that they don’t have a customer relations department in the U.S. but do have a complaint dept. They sent me this photo of their office.
So, let me introduce you to my new best friends, Leto and Carlo.
Chat start time
Feb 20, 2016 3:29:15 PM EST
Chat end time
Feb 20, 2016 4:21:27 PM EST
Duration (actual chatting time)
info: Thank you for choosing Microsoft Surface. An Answer Tech will be with you shortly.
info: Privacy Statement
You are now chatting with 'Leto'.
Leto: Thank you for contacting Microsoft Tech Support my name is Leto how are you doing today?
Jim: Fine. This is in reference to service request ID xxxxxxxxxxx. I have returned the Surface 3 to the store I purchased it from and obtained a refund. I need the exchange canceled.
Leto: Oh I see
Leto: please give me a minute while I check the replacement
Leto: thank you for patiently waiting on the line Jim
Leto: I can see that you have a Advance Exchange made last February 12 2016
Jim: Actually 2-11 which is the date of emailed confirmation.
Leto: Nice to hear that the you were able to accomplish at the store. I will also make sure that your request will be forwarded so this will take effect as soon as possible.
Leto: I will inform you via email within the day about the result of the request since it will undergo processing, Jim.
Leto: Aside from that, is there anything else you want me to add?
Jim: So you can cancel the exchange? That isn't a problem?
Leto: That sir I cannot confirm at the moment since it will need to be reviewed. That is why I need to make the follow up within the same day to let you know that outcome.
Jim: Just so you know, the shipping address I provided as I told the customer service rep on 2/11/16 was temporary as we are traveling. It hasn't shipped as there is no tracking number and we are outside the 3-5 days promised exchange. If it were shipped I can't control what happens to it if it comes to the address.
Leto: I do understand and thank you for letting me know about this. I have checked thoroughly and I could not see any tracking info at the moment. May I know if the address is like hotel address or house address of a relative or friend?
Jim: It is like a hotel address.
Leto: I see. Thank you for confirming as I need to present all of these information with our servicing team.
Jim: Assuming that you confirm that it hasn't shipped as it appears is there any reason that the exchange can't be canceled?
Leto: Well usually with AE or Advance Exchanger orders, they as sent within the 24hr time frame from the time an order with the same is confirmed.
Leto: That is mainly the reason. But looking at your situation I will do my best to get this done.
Jim: The same question. Is there any reason it can't be canceled if it hasn't shipped?
Leto: The answer will be that once a device is available, it will be sent right away and usually overnighted.
Jim: Please put your supervisor on.
Carlo: Hi Jim. This is Carlo. I am one of the Managers here in Surface Support.
Carlo: I believe we have a situation here about a Advance Order that has not turn up yet, right?
Jim: Correct. I initiated the request on 2/11/16. There has been no tracking number and no one on your end has been able to determine if or when a replacement would ship. This will be my third online chat since 2/11/16 plus 2 or 3 phone calls none of which generated an answer.
Jim: So, today I was able to return the device for a refund from where I purchased it and I am telling your customer representative to cancel the order. I would like confirmation that you can accomplish that.
Carlo: Looking at the information we have here we have a Estimated Ship out date of 2.19.16
Carlo: But that is still estimated sir. I am sorry if we were not able to meet the initial time line we have given.
Jim: May I speak with your supervisor?
Carlo: I am the highest point of Escalation with regards to this matter. If there is case that needs to be forwarded to someone higher than me, we forward it via a ticketing system.
Jim: At this point. You are well outside the 3-5 days promised turn around. There is no indication that the replacement has shipped. I don't want the product in any event. My question to you is, if it hasn't shipped can you cancel the order?
Carlo: All I can do at the moment is present this case to them so It could be done.
Jim: You folks set up the exchange. Why can't you cancel it?
Carlo: I understand that we have missed the supposed time line and with regards to canceling the actual order it can only be done via the Ticketing system that I mentioned.
Carlo: If this is something we can do here at level 1 Tech no question ask sir, we will do it, after all we are consumer too at the end of the day.
Carlo: Who get's to call CS or Tech reps to about our issue's.
Jim: OK, so I'm clear. You are going to submit the ticket to close this, is that correct?
Carlo: That is our Target sir.
Carlo: I am really if the supposed quick option did not work as our servicing team are just ensuring that we send a device that you will receive are going to work better than the old unit.
Jim: I'm sorry but I don't understand what you just typed.
Carlo: *I am really sorry if the supposed quick option did not work (meet the time line) as our servicing team are just ensuring that we send a device that you will receive are going to work better than the old unit.
Carlo: Sorry, missed a few words there.
Jim: If I'm understanding what you wrote you are sorry this didn't work out. If so, thanks but it has not been a good experience and only want to get this closed.
Carlo: I hear you, Jim. Let me work on this for you.
Jim: OK, so will I receive an email update?
Carlo: The department I will be forwarding this ticket only operate during the weekdays and they have a process of making a follow up within 2-3 business days.
Jim: OK, thanks.
Carlo: I want to be transparent with you about the whole process that we got here but I will work on getting things quicker it is just that I cannot assure that yet since those guys are higher than me.
Jim: But you will send the ticket today?
Carlo: Yes sir
Jim: OK, thanks for your help.
Carlo: Please do not thank me yet.
Carlo: I don't like hearing it when it is not due or if I am not worthy
Carlo: At least not yet till we get the result.
Carlo: Ok. Anything else sir?
Jim: I'm done.
Carlo: Ok. Keep safe sir. I will work on this asap