Hi folks... I am so frustrated and can't help but feel that this whole launch "shortage" is fabricated. I pre-ordered on the morning of the 18th online at Microsoft Store and it is still out of stock. I live in the metro NY area and the phone is pretty widely available at AT&T and local MS stores that I have called. I didn't realize that by pre-ordering I was actually putting myself at the BACK of the line since anyone can walk into a store and pick up the device at will. My money has been held at the Microsoft Online Store with Simplexity and they have not been able to give me any confidence that the order will be shipped anytime soon.
Here is the online chat since I have been unable to reach anyone there by phone. I tried to be as respectful as possible, but they just keep evading any answers.
[MS Store] : Hi, I'd be happy to help you today. For security reasons, could you please provide the last 4 digits of your SSN?
[Me]: Sure, ####
[MS Store] : Thank you for the verification. It will just take a minute or two for me to review your order information.
[Me]: Thanks!
[MS Store] : You are welcome.
[MS Store] : Thank you for your patience.
[MS Store] : I see that the order is being processed; however, the requested phone models Nokia Lumia 1020 White and Yellow are not available in our stock now.
[MS Store] : Unfortunately, we do not have any exact stock availability date of the phones yet.
[Me]: I know you guys must be swamped with activity, but have not received any info on my order from the 18th. The Lumia #### is available at nearly every AT&T store in my area.
[MS Store] : I understand that and apologize for the delay.
[MS Store] : Please allow us 24 hours for further update regarding the stock availability.
[Me]: Please help me understand... I pre-ordered and the money was taken from my account already. People who did NOT pre-order are able to pick them up locally... yet I still do not have any information on when you will receive stock or when it will even ship>
[MS Store] : I completely understand your concern; however, we are still waiting for the stock availability from the manufacturer.
[MS Store] : Once the stock will be available, we will process the order on priority basis.
[Me]: I get that... but you are representing Microsoft. What is the purpose of pre-ordering and paying in advance if I end up at the BACK of the line because the devices are available locally?
[MS Store] : I can imagine how disappointed you are; however, there is many pre-orders we are expecting the stock soon for the phones.
[MS Store] : Please allow us 24 hours for further stock availability.
[MS Store] : Is there anything else I can help you with?
[Me]: Respectfully... "soon" is very subjective and does not make me feel good about this whole experience. I can't help but feel that my order is not important to Microsoft. And I am missing any opportunity to get the phone because you are holding my money.
[MS Store] : I am sorry to hear that you feel that way; however, you are a valuable customer for us.
[MS Store] : The wireless device you ordered are extremely popular. We have been notified that we will be receiving a shipment of these phones but at this time we do not have a firm shipping date. If you prefer not to wait, we would be happy to change your phone to a different model that is in-stock so that we can expedite your order.
[Me]: Understood, but that is not really fair. You sold me on a pre-order that is actually quite widely available in stores locally. I paid in advance to be put ahead of the line on the launch, and I am in the back. Help me understand what I paid for exactly?
[MS Store] : I do agree with you; however, we are offering the phones in cheaper price than a store and once the stock will be available we will process the order.
[MS Store] : Is there anything else I can do for you today?
[Me]: How so? I am paying $### with Microsoft like I would be at AT&T?
[MS Store] : I understand that; however, our prices are cheaper than a store.
[Me]: What is cheaper if it is the same price?
[MS Store] : That might be same; however, once the phones will be in our stock we will be able to process the order.
[Me]: So you agree that the price is the same, shipment is slower than picking up locally, and you can't provide me with any timeframe on stock or delivery?
[MS Store] : I do not mean I am agree, the price might be same at a store; however, we always offer better deal than a store provides.
[Me]: By placing a pre-order, I have missed the opportunity to pick up locally on the launch date and you can still not let me know any timeframe for delivery. What is so much better about this deal?
[MS Store] : I understand that and apologize for the inconvenience caused to you so far.
[MS Store] : Please check the stock availability after 24 hours regarding the phone models.
[MS Store] : Is there anything else I can help you with?
[Me]:
[MS Store], this whole experience has turned me off nearly entirely from Microsoft and most specifically Simplexity. What frustrates me is the lack of communication and a missed opportunity of having the product that I paid for in hand if I picked it up locally.
[MS Store] : We sincerely apologize for the inconvenience you have experienced, and we will do our best to rectify the situation immediately.
[Me]: Unfortunately your company hasn't given me any faith that it can or will. This is a shame, and I am sorry that you have to handle this problem on the front line for them.
[MS Store] : I can imagine hour frustrating this is and we will do our best to rectify the issue.
[MS Store] : Is there anything else I can do for you today?
[Me]: If you can ship my order, that would be delightful. But otherwise, not at this time. Thank you for your patience and understanding. Take care...