This is how Microsoft Support is. topic

I just wanted yo to know how bad the Microsoft support is. It's totally unacceptable.

Here is all my case summarized:

Quote:

JAN - 5: My Microsoft Surface Pro 3 has a factory defect. 2 white spots on the screen, they are quite annoying. It is not my fault, I saw several surfaces with light leakage over the Internets. I Contact Microsoft and they are REALLY kind, they don't put any objection, and they tell me to send my surface and they will send me a replacement. Awesome. JAN - 6: I send my Surface to Microsoft. UPS takes it, no problem, they make me a package and help me with everything (Actually Mail Boxes Etc. does). Very good. JAN - 9: Microsoft Germany tells me that they are sending my replacement. It's a bit on timing limits regarding what they told me, but I understand, it's ok. I get my UPS ship number, but I don't check since I just trust them. JAN - 13: I receive my package. It's EMPTY. Nothing inside. The security red belt is cut, which looks like someone stole it. I really don't mind, It's not my fault, and my provider, Microsoft, should solve this. If it's UPS fault is not my problem, I didn't choose them, I didn't pay them. After contacting Microsoft they see I'm angry, and They try to flatter me saying that now I'm high priority and more stuff I believe is stupid since it's not true. Actually they sent me a mail which is a template as a personal mail, and they forget to fill some <enter issue here>. REALLY HORRIBLE. But well, now I have to wait for 8-15 days to clear the investigation. That is really wrong. Dear Microsoft, if you lost my Surface, send me one RIGHT AWAY and then solve the case, I don't give a **** about your really bad logistics. But OK, I accept. And then I wait, and wait, and wait. UPS calls me and make me clear and quick that they will try to solve this as soon as possible. I think UPS is doing the right thing. JAN - 16: Surface Care Team send me a mail. They don't know anything yet. OK. I don't care. JAN - 20: Seven days later, they decide to send me another device. They "received" the trace results, but they don't inform what happened. I reply right away asking some questions. They don't answer any of them, they don't want to tell me what happened. Nice caring team. They tell me I will receive my Surface within 2-3 days over night priority. Good. It looks it's ending happily. At least I'll have a new Surface wink emoticon JAN - 25: I keep looking at the shipping trace on UPS. They only say "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated." So after a week, they didn't even receive the package. What the **** are you doing, Microsoft? are you kidding me? JAN - 26: I call Microsoft. This is not admissible. They play the same game again. "You are a priority now, we understand this is not acceptable". I DON'T GIVE A ****. I miss my Surface, I use it a lot, and I don't have it for already 21 days. I think that's too much time for something that is not even my fault from the beginning. Now the cycle started again. They ask for my patience. They say my package will arrive in 2-3 days (again). Meanwhile, the UPS trace system keeps saying that they don't have the package. I think this is unbelievable. This is horrible, I spent the last 4 or 5 months saying that Surface pro 3 is the best device you can buy in your life including phones, computers and whatever. I was really excited about Windows 10, I was thinking about moving to Windows mobile phones in a year or 2. I even thought about buying an Xbox One (And the people that know me think that's a really huge change for me) because I think Microsoft is doing really good with the system integration and unification. But if the support service is like this, I cannot accept it, I cannot embrace the new Windows philosophy, I just cannot do it. And it makes me REALLY sad.

This is my last chat I had with them, today, JAN 30: https://docs.google.com/document/d/1...it?usp=sharing

I just wanted to let you guys know about how amazingly horrible the support is.