Why Microsoft Customer Service Sucks, and why I recomend never purchasing from them.

You'll have to have patience with me for this post 40k fans. Sorry. I'm irritated beyond belief, and this being my blog. I really need to vent and get it out there. This is the story and part of an email I sent to Microsoft support, and to make good on my communication indicating I would tell everyone I knew how bad their shit stinks, this is said spreading of message.

Oh and a black legion codex thoughts coming next post, as well as the RTT recap.

Want to guess what the problem was? I ordered a Microsoft surface pro, 128, ($900) for my wife,  from their online store. I paid using a Debit card (mistake 1), and then when it arrived broken, expected the quick return / replacement of said device with a working one (mistake 2)

So the trigger for this rage post, was after spending multiple days and hours on the phone with Microsoft, I finally got an email indicating I was receiving a refund, and thank you very much for my time. I could re-purchase the product I had returned to Microsoft once my bank account clears the funds.

While this isn't exactly the worst result ever (at least I get my money back, theoretically, as its not actually in my bank account yet). The irritation of having multiple customer service reps assure me that an exchange would occur, I would be sent a new device, and all the hours wasted on the phone with idiocy just infuriates me.

The customer service I’ve received has been some of the worst I’ve ever experienced. It took multiple phone calls over several days, hours on the phone, lots of times being transferred between different reps and departments, and then to add insult to injury, Microsoft still screwed up handling my exchange request. 

Oh and the total joy, was whenever I talked to a new rep, I'd have to repeat the entire story / situation to get them up to speed, as apparently the logs they kept with my reference numbers were minimal / nonexistent. Usually about the time they understood my problem (15 mins or so of communication), and that I just wanted a simple exchange, it would be time to transfer me again! Maybe they have a buzzer? like chess-clocks?

Seriously, let’s examine the chain of events. First, the number of reference numbers I got just so people know I'm not bullshitting.

1214028759

1214078868

1214076538

1214745360

1) I order a surface pro from Microsoft's online store, overnight shipping, which somehow ends up being 4 days later.

2) Receive surface pro, the device is broken and cannot power on, even after following all troubleshooting steps and confirming that the power cord works and is charging the product correctly.

3) I call customer service at the Microsoft store to get an exchange on my device, something which should NOT be difficult, at all

4) After being bounced around for literally an hour and a half between the surface pro tech support department, and the Microsoft store customer service, I finally get someone to who agrees to handle my exchange for me. It is made clear I want an exchange, with a new working device sent to me, and to return the old one ASAP, as the device is intended for a student about to attend classes at university. Both the surface tech rep and the customer service rep agreed to this, and said this would be the case.

5) A shipping label is sent to me, via email, which is utilized to ship back the device.

6) I mail the device back to Microsoft on Friday of the same week from a UPS store.

7) Later, I receive an email from a "Joe", who sends me yet another return label instruction, as well as notifies me that my return will be processed

8) I write back to Joe, stating my confusion and indicating that I had already received a shipping label and provide said reference

9) Joe writes back and says he will close the case then

10) This week, I check the tracking number to see that the device was returned properly. I had not received any new information from Microsoft for the device I was expecting, so I call the Microsoft customer service again. I get bounced around for approximately an hour and a half (coincidence? maybe they have a timing clock to see if people drop off), and then sit on hold approximately 45 minutes while the reps between the surface technical support and the customer service department work it out. Eventually, I am told that a manager for the customer service department will contact me later this week, and my problem will be sorted out by said manager. Ref: 1214745360

So then I received the email mentioned at the beginning of this post, which is extremely unhelpful, does not provide me a solution, other than to repurchase a product which could have easily been exchanged.

 

I, apparently idiotically, trustingly purchased the surface pro on my debit card rather than using a credit card. Microsoft's solution apparently is to force me to wait until the cash is returned to my bank account, and then have me charge it again.

 

Never mind that Microsoft is essentially holding onto my money for a period of time, forcing a delay on a product which was needed THIS WEEK, and will be unable to re-purchase for an extended time period due to the way bank accounts are credited.

 

 (Assuming I wanted to, which I don't).

Oh! and something I just now remembered, one of the repeated solutions offered to me by the "customer service" people, was to use my card to immediately "purchase" a new product over the phone, and then wait for a refund on my previous product. This as you can imagine, pissed me off a great deal. Yes Microsoft, let me hand you an extra $1,000, to replace a product which was defective, and I can trustingly wait for you to refund me.

It's freaking stupid.

Don't buy from Microsoft, they suck.