My Painful Experience with Microsoft Surface Support

This all started when my Surface RT’s screen cracked. I was using the device just minutes before picking it up and finding the screen shattered – I still have no idea what happened, but that is besides the point.

I briefly chatted with support,who explained the cost. They agreed to take a look at it and determine if it was my fault, and if so they were supposed to call me to authorize repair. $300, fyi.

While setting up the service, they ran into a problem which took a day to clear up. My device, a prior replacement due to video-out problems, was marked as an Enterprise device which apparently causes problems.

So I sent my Surface in, and waited for a call. And waited, and waited. A little over a week later, my device arrived back at the house.

With a letter explaining it was my fault and instructions on how to setup service.

And to top it off, they applied numerous little sticker arrows pointing to the cracks. As if I didn’t know the problem!


After another round of support, I sent it off AGAIN. It was mailed on May 9th and delivered on the 13th. Repair is supposed to take 8-10 business days.

It has now been 12 business days, the status online hasn’t even acknowledged they received it, my Escalation Engineer says there is an “internal issue” preventing them from shipping, all I am told is “we are sorry”, and there is absolutely no ETA.

For all I know, I won’t have this thing back by Christmas.

Why, Microsoft?

Or, rather: Why Microsoft?

Nice way to treat your early adopters.

Update 5/31/2013:

At the behest of @surface, I emailed my Customer Care Advocacy Specialist last night, asking for more information.  I just received a response:

Dear Eric:

We have received your device, but the internal issue is preventing us from processing your device. Since we can’t process your device there are limitations to shipping a replacement. I understand this issue isn’t providing the best customer experience and I am deeply apologetic for that. However, I assure you were doing everything we can to get this issue resolved as quickly as possible.

So Microsoft is holding my Surface in limbo.  It sounds like they’re just going to ship a replacement, but are waiting to fix an internal issue before doing so.  Excuse me?  You can’t send a replacement and fix your problem on your own time?  Seriously?

I don’t think this is how you’re supposed to act when you’re getting your butt kicked in a market you showed up 3 years late to.

Update 2, 5/31/2013:

Yay, an official mention of no ETA:

Unfortunately, I don’t have an ETA when this issue will be resolved, and our system is setup to receive an item and then ship a replacement.

I understand my apologies are becoming redundant but I do apologize for this inconvenience and want this issue resolved for you as soon as possible. I am doing everything I can.

Thank you for your continued patience.

I think I sense sarcasm in that last line.


Update 6/5/2013:

Today I finally received my replacement Surface.  Thanks for taking your sweet time, Microsoft.  Here’s to hoping nobody else has to deal with that.




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