Unequivocally the worst customer experience I have ever had!!!

[Saw Dust Maker]

MS Store is a complete mess. They canceled my preorder (oct9) after a week of calling them every day and being told the order is ok and will be shipped any day now. Yesterday they canceled the order. I called and was told they would expedite a new order but not the one I just (re)placed online. Jennifer told me they were aware of the problem would expedite the order. I would have my book by the end of the week. When I canceled the previous order (as instructed) I got an email that Jennifer would "close out my ticket" . I replied an never heard back from her. I called last night and after, get this two and half hours on the phone I was told there is no such thing as an expedited order anymore and my order should ship on Dec 4th.

12 points of contact with MS store, no 2 same answers except now... "We understand that we messed up, but there is nothing we can do about it" and "If I were you I would be angry too!" I was angry last week, I am more than angry now.

I have never been treated so poorly in my life. Never order anything from the MS store.

 

[ven07]

Well sorry to hear about this, but it does seem like you dodged a bullet or a few bullets lol.. The current surface book users have been reporting bugs, so basically they've been beta testers. By the time you get your device one or two updates should be in place to cure all the hiccups..

but in the end it is sad to hear that the only thing they could say was "we understand that we messed up, but there's nothing we can do about it"..

 

[Saw Dust Maker]

Well it sees the left hand does not know what the right is done...still!!

I just got a notification of shipping. My CC went into fraud alert so I called and get this, MS Store tried to charge my card twice.
I assume the 2nd charge was for the order that I placed online and was told to cancel.

Wow seems like there is an expedite program after all.
I feel great I am getting my book before Dec but, wow have they put me through the ringer!

I hope I don't have too many usues with the unit as I am already worn out just dealing with the store.

Still Unequivocally the worst customer experience I have ever had!!!
Will never purchase any product through them again,

 

[Yonic Boom]

The MS store's customer service has really dropped the ball lately. I had good experiences with them in the past, but there's no way to sugar coat what a debacle this whole pre-order / cancellation thing has been. They need a total reorganization over there and a reworking of how they do things. I expressed as much to them in writing after my struggles with them, which I'm sure will do nothing.

 

[jhoff80]

The online Store has been terrible like this for years. Microsoft outsources it to Digital River. They've had similar problems with every major device launch. I've seen it with the Surface Pro 2, with the Pro, and before that, with the Samsung Series 7 Slate.

Obviously not all locations have Microsoft Stores, but honestly my advice is whenever possible buy from a physical Microsoft Store.

 

[Yonic Boom]

The online Store has been terrible like this for years. Microsoft outsources it to Digital River.

That is insane, and explains a whole hell of a lot.

 

[kancherlapraneeth]

yep, they are not good. HTC USA also uses Digital River and I believe the way their store works is the same.

 

[eastbayrae]

The phone support is total rubbish as well. I finally got tired of the hassle of trying to coerce them into taking my money tonight and bought a Macbook

 

[John M Beauchemin]

The woman from the physical store I pre-ordered my SP4 from basically lied to me. Told me my unit was held up in customs, therefore I couldn't pick it up on the 26th... when in reality, NONE of the i7's were even shipped to begin with, only the M's and i5's.

 

[jmerrey]

I've been lied to multiple times by different agents during my experience of ordering a Surface Book. Very disappointing experience to say the least.