So my Surface Pro 3 developed some problems. Screen suffered from some lighting bleed, the machine was badly overheating and it was running very slow.
After a short chat with their customer services I decided to send the machine in for a repair.
And this is when the trouble started!!!!!!!
Microsoft were not updating me on the status of my repair, their support staff could not tell me what was happening and on many occasions have given me false information. After complaining I received an email from UPS that the package was sent. Four days later I receive my machine back.
The machine I sent back was not inspected and, worst of all, it had a massive crack on the screen. Looking at the package it was obvious that the machine was badly packaged. It was sent in a padded enveloped and stuffed inside a weak box that had no protection.
It is very careless of them as not only did they not repair my machine they were now responsible for actually damaging it even more, rendering it completely useless.
So, I complained via email, via their chart function, via phone and it was leading nowhere. Their staff showed very bad attitude which was rather shocking.
Finally one of their chat support staff told me that within 24 hours someone will contact me with some resolution. Two hours later I received shipping labels and nothing else. I was not sure what was happening so I called their support line.
This member of staff called “Nathan” had no idea what was happening and was struggling to find me on their system. Some time later he does find me and when I asked him who sent the labels and when will I hear back from the escalation team regarding my issues.
He said he was not sure and that I should send me broken Surface back then. I asked about my complaint and he then said that because I received the shipping labels this was it. Everything has been resolved.
I then asked to speak to his manager and he then told me that his manager would not want to speak to me as this issue has been resolved. The man was very rude and at the end I had to stop the conversation.
So at the end of all this Microsoft has left me at the considerate loss and has demonstrated unacceptable customer service.
Going forward I will not be buying anything off these people again and will now sadly have to consider buying Apple products.
AVOID THEM
I will update this review as things happen.
Update - 24/11/2015
Today I confronted their chat reps about what their colleague told me the day before. Yesterday one of the chat support staff told me that someone will be in touch from the resolution team. He told me that within the 24 hours someone will contact me.
30 minutes later this rep admitted that previous rep made up the 24 hours claim. He told me that there was no way for them to know when this will be sorted out. So in essence they lied again.
Update - 27/11/2015
Yesterday I finally spoke to someone from Microsoft. A very polite man who promised to get back to me today, after he looks into the case. At around 2 in the morning I received an email from Microsoft telling me that they are posting me my SP3 machine back. The email list the same serial as my old SP3 so I guess that again they did nothing and are posting it back (probably this time with the whole screen cracked).
I am now waiting for a call back from Microsoft. Will update this review again in few days.
