microsoft.com

Run.

Run. Run fast. I purchased a surface laptop, it got ruined and they offered me a discount to re-purchase so I did. Within the warranty period a hairline crack (which is a known issue w/them) developed so I sent in pictures, they approved the repair and I sent my device back. It was delivered but I never received any update. I eventually contacted them and they found the laptop, told me they wouldn't fix it as it was listed under the wrong serial number (the rep logged the case, not me). I asked them to fix this vs. their solution of sending it back and then mailing it back again to them as I had a digital class I needed it back for. I asked to escalate the issue as I kept being asked for information that wasn't necessary. Finally, the issue was escalated and I was asked to give 24 hours to review. Well, days passed, I asked for updates to 3 different people and couldn't get any. I emailed them another 3 ways and received no response back. I informed them I needed a laptop and if no one was going to get back to me I would have to go and purchase another or withdraw from the class and push out graduation. Still, no response. A full 7 days later I eventually bought a new laptop as Microsoft didn't respond at ALL to any of the 6+ emails from me (they don't/wont provide a phone number either) as I had no idea if I would ever hear from them again. I then logged a complaint with the BBB. I then heard back from them and that was it. The BBB kept getting responses from them for me to work with them directly but it's been several weeks, several emails and still no response from Microsoft. Best Buy employees warned me of their horrible service but having loved my first surface I didn't listen and I purchased it again. Never again will I ever purchase another Microsoft product after this experience. I still haven't received an apology or an email back from them. Horrible company that doesn't stand behind their product and hides all failures of their employees.

Date of experience: Jun 01, 2023