Microsoft support sucks

[explosive0]

Had the SP3 when it released, sold it, but decided to give the SP3 another try, and got one about 8 days ago at BestBuy. I'm a Consultant and travel for work Mon-Thurs. My SP3 crapped out on me initially over the weekend after installing updates - first started with the keyboard not working, then it overheated, then is just damn erratic. I imagined it had to do with the updates, so I backed up my documents, wiped it clean (reinstalled OS) and hoped for the best. Nope, same thing just happened this morning - now it just turns off (not shutdown, so that makes me believe it's a hardware issue, as opposed to a software issue).

BestBuy says they can't exchange unless I bring the original boxes. Called one of the MS stores here in Chicago. Nope. No help. Even if it's literally less than 10 days old, they can only send it off to repair or I have to deal with BestBuy directly. Needless to say, I'm stuck on the road without a computer. The feel-good aspect of this is that I'll be returning it once I get back home this weekend, and be done with MS products for good.

/rant

 

[MBytes]

You bought a system the day before leaving for your trip?
Anyway,
When I buy a system, I deeply test it under the return window, and look for any minor faults, especially if it's an expensive device.
So I test all features, again and again, and I stress test the system for multiple hours. It has to pass my high-standards.

Doing so, led me returning.. well exchanging, many products, many times. But the end results is a solid experience with it for many years.
For example, my I had the Dell Latitude E6400 laptop. I returned it 4 times. The last one was perfect. And to this day it still works like a charm, and it caused me 0 problem since The system is from 2008, and was abused a lot, even overclocked the Nvidia GPU like nuts.

It is my right as a consumer to do this. When I buy something, I want to make sure that it is what I get, properly made. Else, well.. too bad for the manufacture, it's not my money or fault, they should work on their quality control, or change the way they manufacture something. I do it for everything. Headphones, keyboard, mouse, printer, TV, and non electronic devices (although, these are easy to test... I mean there isn't much that can go wrong with a quality cooking pot), and so on.

But, if I was stuck in your situation, I would have definitely taken the box for a return at another Best Buy, as the system didn't pass my testing.

 

[Bill Mitchell]

I just bought my Surface Pro 3 and it works flawlessly after all updates. This is my 3rd one actually. First was an i3 which was perfect but not powerful enough, second was an i5 that had the yellow smudge defect on the left hand side of the screen. This is the third one and so far it is perfect.

So basically 3 SP3's and except for the yellow smudge, all 3 have worked without a single issue.

 

[stephen_az]

Seems to me you made some rather questionable decisions, had a problem (they happen), and now want to blame everyone else. Of course BB will not automatically exchange without boxes. Ever bother to read the receipt (and return policies)? It states"Simply bring your item(s) to us with all contents and packaging, proof of purchase and ID, and we will process your return or exchange." You also got precisely the line from the Microsoft Store you should have gotten on the phone. You bought the device at another retailer and want to exchange or return at the expense of a different one. If you bought a television at BB, would you try returning it to Sears? Did you miss the "Store" part of the Microsoft Store name? They are not Microsoft Support; they are a retail outlet. Microsoft does not own BB (just some of the stock) and BB does not own Microsoft Store.

BTW, if you actually went into a Microsoft Store and talked to people at the help desk you might be surprised at the result. They have, at times, bent the return rules even though they are taking a charge back hit by doing so. I know people have had success on occasion on that front at least with Microsoft Complete warranties. Actually even BB has been known to waive their return stipulation if you talk to a manager and can occasionally be flexible if doing an exchange with proof of purchase.

Seriously though, you made some questionable business decisions and seem to want everyone else to fix them for you. Problems do happen and machines are occasionally defective. It also makes sense to call support before doing anything drastic, particularly if one is on the road. Even consultants need to plan IT upgrades and no one should expect retailers to eat the costs to get you out of your own mess. Oh, I have used Microsoft support and Microsoft Store help desks on multiple occasions for everything from RT, SP, SP2, SP3 and my company email and they have almost always been exceptional. Answer desk people can be under-trained at times which will happen in any retail outlet but Microsoft Support has always been great.

 

[explosive0]

Seems to me you made some rather questionable decisions, had a problem (they happen), and now want to blame everyone else. Of course BB will not automatically exchange without boxes. Ever bother to read the receipt (and return policies)? It states"Simply bring your item(s) to us with all contents and packaging, proof of purchase and ID, and we will process your return or exchange." You also got precisely the line from the Microsoft Store you should have gotten on the phone. You bought the device at another retailer and want to exchange or return at the expense of a different one. If you bought a television at BB, would you try returning it to Sears? Did you miss the "Store" part of the Microsoft Store name? They are not Microsoft Support; they are a retail outlet. Microsoft does not own BB (just some of the stock) and BB does not own Microsoft Store.

BTW, if you actually went into a Microsoft Store and talked to people at the help desk you might be surprised at the result. They have, at times, bent the return rules even though they are taking a charge back hit by doing so. I know people have had success on occasion on that front at least with Microsoft Complete warranties. Actually even BB has been known to waive their return stipulation if you talk to a manager and can occasionally be flexible if doing an exchange with proof of purchase.

Seriously though, you made some questionable business decisions and seem to want everyone else to fix them for you. Problems do happen and machines are occasionally defective. It also makes sense to call support before doing anything drastic, particularly if one is on the road. Even consultants need to plan IT upgrades and no one should expect retailers to eat the costs to get you out of your own mess. Oh, I have used Microsoft support and Microsoft Store help desks on multiple occasions for everything from RT, SP, SP2, SP3 and my company email and they have almost always been exceptional. Answer desk people can be under-trained at times which will happen in any retail outlet but Microsoft Support has always been great.

So, I should have logged the box from Houston to Chicago just in case I was in this situation? Got it. Awesome logic. Doesn't sound silly at all. And I've owned lots of MacBooks in the past. Any issues, I just take it in to an Apple store, and they get it taken care of, as long as it's still under warranty (even though I bought it from a retailer, like BestBuy). Your "they're a retail outlet, not a support center" comment makes no sense, and is rather insulting.

I don't think I did any wrong by calling the store to explain my situation before driving 25 miles. I honestly can't tell if you're trolling or just being plain irrational, because some of your points make absolutely no sense.

 

[explosive0]

You bought a system the day before leaving for your trip?
Anyway,
When I buy a system, I deeply test it under the return window, and look for any minor faults, especially if it's an expensive device.
So I test all features, again and again, and I stress test the system for multiple hours. It has to pass my high-standards.

Doing so, led me returning.. well exchanging, many products, many times. But the end results is a solid experience with it for many years.
For example, my I had the Dell Latitude E6400 laptop. I returned it 4 times. The last one was perfect. And to this day it still works like a charm, and it caused me 0 problem since The system is from 2008, and was abused a lot, even overclocked the Nvidia GPU like nuts.

It is my right as a consumer to do this. When I buy something, I want to make sure that it is what I get, properly made. Else, well.. too bad for the manufacture, it's not my money or fault, they should work on their quality control, or change the way they manufacture something. I do it for everything. Headphones, keyboard, mouse, printer, TV, and non electronic devices (although, these are easy to test... I mean there isn't much that can go wrong with a quality cooking pot), and so on.

But, if I was stuck in your situation, I would have definitely taken the box for a return at another Best Buy, as the system didn't pass my testing.

8 days ! = 1. Houston to Chicago is my weekly routine, so in context, I'm not sure where your "you bought a system the day before your trip?" comes in. Anytime I'm home is a few days before my next "trip" back to Chicago.

 

[anon(4054009)]

8 days ! = 1. Houston to Chicago is my weekly routine, so in context, I'm not sure where your "you bought a system the day before your trip?" comes in. Anytime I'm home is a few days before my next "trip" back to Chicago.

Don't you just wonder what world some posters live in? As a fellow road warrior I feel your pain!! I'm stunned that a MS store wouldn't have told you to come in and would help you out. All of the stores I have been in have had that attitude especially for Road slime . Since MS is emulating the Apple store experience, which is legend, again i'm stunned. Two take aways for me. First buy complete, then MS would have just handed you another one, second never underestimate posters responding on internet forums.

 

[astell]

I don't see where you said you went into the store. Yet you compare your experience to going into an Apple Store. 25 miles isn't very far, especially for a person who claims to travel for a living. While they might not have been able to exchange it - they very well might have been able to fix it for you. Yes, I read where you said you think it is a hardware issue; that doesn't mean it is.

I'm also calling your BS on the Apple claim. Apple doesn't just hand out new units because you're having an issue. Had to taken your SP3 to a MS Store they would have taken care of you. Doesn't mean you would have gotten a new unit; but you might have.

 

[Michael Alan Goff]

So, I should have logged the box from Houston to Chicago just in case I was in this situation? Got it. Awesome logic. Doesn't sound silly at all. And I've owned lots of MacBooks in the past. Any issues, I just take it in to an Apple store, and they get it taken care of, as long as it's still under warranty (even though I bought it from a retailer, like BestBuy). Your "they're a retail outlet, not a support center" comment makes no sense, and is rather insulting.

I don't think I did any wrong by calling the store to explain my situation before driving 25 miles. I honestly can't tell if you're trolling or just being plain irrational, because some of your points make absolutely no sense.

Yes, actually, you should have. Any time you get something new, make sure to be able to return it if something goes wrong. Having a box in your car isn't going to take up a lot of space.

 

[Camden Krupala]

I would get the Microsoft Complete if you are worried about having issues. It pretty much covers anything from manufacturing defects to accidental damage. My Surface Pro 2 screen planted the concrete and they replaced it with no issues (+ $50 deductible).

 

[explosive0]

Yes, actually, you should have. Any time you get something new, make sure to be able to return it if something goes wrong. Having a box in your car isn't going to take up a lot of space.

Yeah. I'm sure I drive from Houston to Chicago and back every week. Good Lord.

 

[astell]

Yeah. I'm sure I drive from Houston to Chicago and back every week. Good Lord.

Do I need to quote where you said you travel for work? Do I need to define travel for you? I would hope not. Thus, my point stands. You made no effort to go to the MS Store, yet whine and complain that they didn't help you.

 

[Michael Alan Goff]

Yeah. I'm sure I drive from Houston to Chicago and back every week. Good Lord.

Who cares how often you travel? Being prepared is something you should just DO, especially when you just get a device. It isn't Microsoft's fault that Best Buy has a common sense policy that you happened to be effected by.

 

[explosive0]

Who cares how often you travel? Being prepared is something you should just DO, especially when you just get a device. It isn't Microsoft's fault that Best Buy has a common sense policy that you happened to be effected by.

You're not the sharpest knife here. In fact, you're coming off as a spoon...

 

[Nicholas Maguire]

Actually, I agree with the other people. You are blaming Microsoft for your lack of being prepared. You should have kept the box.

 

[Nicholas Maguire]

This is honestly the worst complaint I've read on here. It comes off as absolutely ********. You called the Microsoft store and they said they could only send it off for repairs or deal with Best Buy. That sounds like good support to me. You bought it at Best Buy, they said they could get it repaired, otherwise go back to where you bought it.

 

[explosive0]

Actually, I agree with the other people. You are blaming Microsoft for your lack of being prepared. You should have kept the box.

Can you even read? Where did I say I didn't keep the box? I said the box is at home, and I work 950 miles away from home. So you're suggesting I should travel around every week with the box to my SP3? While at it, I might as well travel with the boxes to my phone, fit bit, watch etc.

 

[Michael Alan Goff]

Your insults to me don't make you any less wrong.

 

[Bobvfr]

This seems a simple issue to me, you bought a product from a shop, your contract is with that shop, you didn't have the box etc so by those terms, go back to the shop when you do.

As to Microsoft support, I have to say they have been the best company I have dealt with, replacing a product in double quick time, calling me to make sure I hadn't ordered double products, calling me to make sure all was well. I have no complaints with how MS dealt with us.

I don't know how your call with the MS shop went, but if you mentioned in your conversation what was said at the shop you purchased the product from it would force them into saying you must deal with that shop under the terms as it would put MS in an awkward position with a dealer.

However as mentioned I am sure the MS shop may have handled the situation differently if you had called in in person with the product but your contract is with the shop you bought it from.


Bob

 

[Jose Lopez26]

I ran onto this thread after searching for MS support problems. Usually won't comment in random threads like this but I think OP is getting the raw end of this thread. My issues with the responses the OP.
-When I read he had business trip Chicago to Houston...first thought was he flew not drove (duh). Don't usually have room on a plane to lug around your Surface box on a flight.
-While he may have purchased the Surface from BestBuy and therefore definitely has a contract with BestBuy....he very definitely has a contract with Microsoft Store as they directly rep Microsoft products i.e. his Surface. So those stating otherwise are illogical.
-Finally, why on earth did a site full of Microsoft supporters turn into bashing the OP immediately. There was very, very, very little effort to say "That's too bad, maybe we can provide some feedback that will positively reinforce your situation and maybe keep you around as a Microsoft customer." Nope just straight questioning his business decisions? And blaming him for having a bad experience with a Microsoft product. Yeah great ambassadors for Microsoft...way to go.

OP I'm having a similar issue right now. My wife wanted to try a surface so I suggested she start small at first and she bought a Refurb Surface 2. Followed instructions and charged overnight on Tuesday...I got back from my business trip (and no i didn't drive from Chicago to Denver imagine that) on Thursday evening so I started setting this Surface up. First 5 minutes no issues then I get problems with the screen. So I try to follow the steps, try a recovery, try the updates..then I try to get on Microsoft Support for the surface only I can't get the chat to get past step 2 and get to chat with an actual tech.

I don't like Apple and I always go for MS products first but I'm ready to tell my wife to get an iPad. Since I have the day off on today, I'm going to try and make it to the Microsoft store today and see how that goes .......... BUT right now I'm with OP and so far MS support sucks!

What's more you MS homers on here aren't too peachy either from what I've read ... FOR SHAME ... you should be promoting MS products not bashing a person for having a bad experience.