Re: Unable to get phone with Microsoft Complete plan replaced
Hmmm, but then I experienced their Surface Support 5 times, and I can't help but say that I enjoyed every session as they were actually helpful and friendly xD, very satisfied with the service
This is what so many people complain about. A lot of people say Microsoft just doesn't care about the phone division. As much as Satya Nadella tries to dispel that idea, it's actions like this with Windows phone compared to other products that make people believe they don't care. People don't listen to what you say, they listen to what you do.
As an update on my situation, after calling the store number multiple times, I was able to get connected directly to the manager of the store at which I purchased the phone. She said she would put in a request to get the same phone and she said she would contact me by end of business tomorrow. And at least I got her name and the direct number.
I sincerely hope this person will take care of the situation for you to your satisfaction.
I've also been on another chat session with Windows Phone support and they are trying to tell me that the Complete package does not apply to phones. Which clearly it does since I have the receipt that shows it as an item. So apparently Microsoft just dropped it as an option, which would explain why I've been having such a hard time trying to get the phone replaced. Which also makes me question the entire program, if they are just going to drop support for a device half way through the contract period what kind of service is that.
Actually, Microsoft's own current terms of service says otherwise. Windows Phone with Accidental Damage and Handling IS COVERED with Complete, and they had better start recognizing that fact. They probably just haven't had many callers with it, because let's face it, most people buy the budget phone.
When you talk to that Windows Phone Support, and they tell you that it doesn't apply, you let them know that your terms of service tells you otherwise, and that you have the legal contract to prove it. The legal contract being the copy of the Terms of Service (which I will be happy to email to you through PM contact if you can't find it) and the original receipt. With that in hand, they must by law honor it. Let them know that and also that you wish to escalate the call up the ladder starting next with their supervisor. They must by law oblige. You need to talk to someone with more knowledge than just a regular call representative. They just aren't going to be able to help. Get a supervisor on the line, and, if you have to, keep escalating it up to a vice-president. I've done that on several occasions with other companies (not Microsoft) and have always gotten results. I also know the ins and outs of call centers and corporate law somewhat, so that helps.
If the Store Manager gets it resolved, I wouldn't worry about calling support back even. At this point, I say let the Store Manager try to handle it, and if that doesn't work, we'll need to escalate it further.