lost for words.
So I rang up this morning, explaining my situation, that I have received a shipping email, and have an tracking number which UPS have on their system, however they're saying they've only created a label, they've not received anything or had pick up arranged by MS.
The guy I phone couldn't believe this and insisted it was being delivered by FedEx, despite me constantly telling him it wasn't. I asked repeatedly to speak to someone of authority, a manager, a supervisor, anyone, explaining they're now in possession of ?400 of my pounds, they have a responsibility to me, however nothing.
We agreed a compromise that I should ring up Fedex and UPS and if they have nothing ring back and they'd escalate the case. So I rang Fedex, before I even finished reading the order number she laughed and said it wasn't one of theirs, as expected, at least someone got some fun out of this situation. Then I rang UPS and that's when it really goes down hill. I quote my tracking reference and I get the same line before about how they've created the label two days ago but not received anything. I laughed and explained I knew this but Microsoft insisted I checked, at which point he said "I think you should tell Microsoft they urgently need to contact us" great I thought, he's seen something on my account.
So I ring up CS and explain this all to them. At first it's the usual story "Your order is complete and should be delivered today or tomorrow" then I explain to her about what UPS said, and she then notices a note on my account from UPS. "Microsoft failed to provide tablet for order". She's completely thrown by this and has no idea what it means, so she puts me on hold for a few minutes and talks to her boss. She says they're all a bit thrown by this and have no idea what's happened, she says that they've escalated this to the upper management, however they can't provide me with any more information on what's happened or why it's happened until they review it. I asked her, what does this mean for me order? because if it's not shipped to UPS, I highly doubt that I'm going to receive it before tomorrow. She agreed and she said unfortunately due to the situation we have no idea when you're going to receive your order.
I obviously was not happy with this answer and I asked who could I speak to, I insisted that I speak to someone with some form of responsibility over the order, explaining I've paid ?400 and I now have zero idea what's going on with my order. She said sorry and said all she can do is send a complaint for to me via email as they know nothing more, which as of now, ~15minutes later, I haven't received, and that's how the phone call ended.
So I'm left ?400 out of pocket (actually having left my bank account), with no idea when my surface will arrive, with no one to advise me on my order, with no one taking responsibility for the problems, it's shocking, just unbelievable. I'm currently trying to find a phone number or anything of someone senior in the UK retail team, but no avail. I really don't know what to do.
So I rang up this morning, explaining my situation, that I have received a shipping email, and have an tracking number which UPS have on their system, however they're saying they've only created a label, they've not received anything or had pick up arranged by MS.
The guy I phone couldn't believe this and insisted it was being delivered by FedEx, despite me constantly telling him it wasn't. I asked repeatedly to speak to someone of authority, a manager, a supervisor, anyone, explaining they're now in possession of ?400 of my pounds, they have a responsibility to me, however nothing.
We agreed a compromise that I should ring up Fedex and UPS and if they have nothing ring back and they'd escalate the case. So I rang Fedex, before I even finished reading the order number she laughed and said it wasn't one of theirs, as expected, at least someone got some fun out of this situation. Then I rang UPS and that's when it really goes down hill. I quote my tracking reference and I get the same line before about how they've created the label two days ago but not received anything. I laughed and explained I knew this but Microsoft insisted I checked, at which point he said "I think you should tell Microsoft they urgently need to contact us" great I thought, he's seen something on my account.
So I ring up CS and explain this all to them. At first it's the usual story "Your order is complete and should be delivered today or tomorrow" then I explain to her about what UPS said, and she then notices a note on my account from UPS. "Microsoft failed to provide tablet for order". She's completely thrown by this and has no idea what it means, so she puts me on hold for a few minutes and talks to her boss. She says they're all a bit thrown by this and have no idea what's happened, she says that they've escalated this to the upper management, however they can't provide me with any more information on what's happened or why it's happened until they review it. I asked her, what does this mean for me order? because if it's not shipped to UPS, I highly doubt that I'm going to receive it before tomorrow. She agreed and she said unfortunately due to the situation we have no idea when you're going to receive your order.
I obviously was not happy with this answer and I asked who could I speak to, I insisted that I speak to someone with some form of responsibility over the order, explaining I've paid ?400 and I now have zero idea what's going on with my order. She said sorry and said all she can do is send a complaint for to me via email as they know nothing more, which as of now, ~15minutes later, I haven't received, and that's how the phone call ended.
So I'm left ?400 out of pocket (actually having left my bank account), with no idea when my surface will arrive, with no one to advise me on my order, with no one taking responsibility for the problems, it's shocking, just unbelievable. I'm currently trying to find a phone number or anything of someone senior in the UK retail team, but no avail. I really don't know what to do.
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