Unbelievably horrible warranty support from Microsoft

tags:  Microsoft,  Satya Nadella (@satyanadella) , Horrible Service

Update 8 Feb 2016:  I came back from vacation to find.. my replacement unit waiting on my desk.  The power of social media to compel action.  It works!

I'd like to say this is unbelievable, but with global service and support being offshored and outsourced, it's becoming more and more frequent.   Think twice before buying Microsoft product and a warranty.

On 14 Dec 2015 I bought a loaded Microsoft Surfacebook because I have been pleased overall with the Surface Pro3 and Pro4.  My unit arrived 7 days later on 12/21.   Because I'm incredibly clumsy, I also paid $250 for the Microsoft Complete Accident Protection for Surface Book.  This covers things like spills, drops and other clumsy acts.

Sure enough, one day later I spilled water on my brand new SurfaceBook!  Luckily, I have the Complete Accident Protection for Surface Book.   No worries, right?  WRONG.  Here's where my ordeal began...

22 Dec 2015

I contacted Microsoft Support via chat to process a claim.  Rep (Miguel) tells me that I don't have warranty support on my unit.  I send him proof that I have it and he indicates it takes 2-3 days for them to apply the warranty to my device.   With no other recourse, I end the chat.   Time wasted:  37:40

4 Jan 2016 - 2 weeks in

Still haven't been contacted by M$oft support, so I reach out again.  My agent (Velle) was very pleasant, but not helpful.   YES!  The applied my warranty!    All I have to do is pay $49 plus tax (and accept a $500 hold on my credit card) and they will "Process my replacement" and "send a shipping confirmation email".  Fee paid, encounter ended. Time wasted:  44:21

11 Jan 2016 - 3 weeks in

Still haven't gotten the confirmation email, so I start another support call.  This time agent Mike is my huckleberry.   Mike indicates that I should "expect a tracking number to be emailed to you within 3-5 days".  The chat looks like this:

Mike: i'm checking the inventory and asll orders
Mike: i've reviewed the order information
Mike: expect a tracking number to be emailed to you within 3-5 days
Steve: I opened this case on 12/22/15! It's been 18 days and the replacement hasn't even shipped yet?
Mike: it seems the order was delayed due to availability
Steve: Where can I download a copy of the warranty terms and conditions?
Mike: for your device?
Steve: Yes, the "Microsoft Complete Accident Protection for "Surface Book"
Mike: this link
Steve: Thank you.
Mike: you're more than welcome

At this point I'm furious.  I read the details of the warrant.  No expectation is given regarding how long it will take to process a replacement.  Could be forever?  Certainly I'm not getting the runaround, am I?  Time wasted: 23:00

19 January - 4 weeks in.

I figure I should go ahead and spin the wheel and see if I get luck.  I contact support again.  Christian is my guy this time -- SUPER empathetic!  Super not helpful.

Christian: I am sorry for the delay. Don't worry, we can help you with this.
Christian: We understand how you feel with this. Don't worry, we are here to help you.
Christian: All your sentiments will be acknwledged.
Christian: acknowledged***
Christian: Can you please verify your contact phone number and device serial number?
Steve: **************************
Christian: Thanks!
Christian: Can you please verify your shipping address and for security?
Steve: **************************
Christian: Thanks!
Christian: I am now checking. :)
Christian: Just to make sure, when did you process the order?
Steve: original ticket opened on 22 Dec 2015. Order number assigned on 4 Jan 2016 (13 days!!!). order #************
Christian: Thanks for verifying. :)
Christian: Really appreciate it.
Christian: I was able to see your order now.
Christian: On my end, it shows that it was processed last 01/05/2016.
Steve: What does "Processed" mean? I need the replacement here, in hand.
Christian: The order was submitted last 01/05/2016.
Steve: When will I receive my replacement unit?
info: There may be a problem communicating with Christian. Please wait while your chat is transferred to another Answer Tech.

WTF? Did he just dump my session?!?!?!

info: Privacy Statement
You are now chatting with 'Jenny'.
Jenny: Thanks for choosing Microsoft. You have reached Surface for North America, my name is Jenny. Kindly give me a moment as I review your issue here.
Steve: I was told on 1/11/16 that I would recieve a tracking number within 3-5 days. It has been 8 days. This case has been open almost a month!
Jenny: oh my
Jenny: Please accept my sincere and unreserved apology for any inconvenience that this may have caused you.
Jenny: Don't worry I'll do my best effort in helping you out with this issue.
Jenny: I know it's important for you to have the device as well
Jenny: Before we start,can I please have a good callback number?
Steve: **************
Jenny: Thanks for the phone number
Jenny: i can see an order number here, is this the number for your order, *************?
Steve: the order number I show from my 11 January chat is ************
Steve: I have not been provided the number you just gave me.
Steve: Is there shipping / tracking information?
Jenny: Hold on for me please.
Jenny: I'm pulling up the order here on the system.
Jenny: I was able to check the order here for you.
Jenny: I can see that the device is not yet shipped out due to availability of the Surface book in the service center.
Steve: Same answer I got last time. I need to know WHEN I will get one.
Jenny: But once they have it available it will be shipped out to you immediately
Jenny: I understand how you feel right now
Steve: I need to escalate this incident . This is not acceptable.
Steve: I was charged $500 when I opened the case, but no service or device has been provided.
Jenny: I understand your situation Steve.
Jenny: This is not the experience that we want you to have
Jenny: you know what Steve
Jenny: I really want to help you with this
Jenny: as a matter of fact, let me communicate with our service center, let me ask them to tag this order as a priority
Jenny: actually after this it will be my break
Jenny: but let me spend that time working on your order
Steve: How about you have a service center manager call me and let me know when they will have more inventory in stock, where my order sits in the queue. and when I can expect a replacement unit. If you give me a number to the service center, I will make the call myself!
Jenny: We can only communicate them using our system
Steve: So how long should I expect to wait?
Jenny: if we can provide you the contact number, every order delay issues that we are have here we can easily just provide the number and dont have to take care of it right
Jenny: that i have to check first
Jenny: I dont want to provide you any false information
Steve: i'm sure you understand my issue, but that doesn't help me resolve it. Taking nearly a month to process a replacement could be considered a fraudulent warranty. I have to run to a meeting but will check back later this week.
Jenny: actually I emailed you just now, to show you my commitment on this issue
Jenny: we can also  use that as our communication
Steve: I look forward to getting that email and continuing this conversation later.
Jenny: once i have the update i will personally email you Steve, and yes i understand you, thats why im extending my help to you
Steve: In the interim, I will eviscerate Microsoft and Microsoft Support on Social Media.
Steve: Have a great day Jenny! Thanks!

I should outsource my customer support.  Then I don't have to actually support my customers!  Total time wasted:  29:14

29 Jan 2016 - Some number of weeks in.  Does it even matter at this point?

I start ANOTHER support chat session.  This time with "Gen".  Super nice for about 6:16 then calls me voice.  Can you guess what the response is?

• I want to help you
• The "system" says the depot has no inventory
• I cannot tell you when they will have inventory
• I cannot tell you when you will receive a replacement unit
• There is no-one else you can call.

So there you have it.  5+ weeks, still no love or expectation of ever getting love.  Before you buy Microsoft gear, be very careful and read the fine print.