Microsoft Complete Care Walk-In vs Dell Support
- Thread starter chanukya
- Start date
This is the useless chat I had with tech support.
You are now chatting with 'Marina'.
Marina: Thank you for contacting Microsoft Surface Support. My name is Marina. Please let me 2 minutes to review your issue.
Bridgette: ok
Marina: Hi Bridgette, I am sorry very much for your issue, I will try to sort out the situation, but, could you please provide Service Request number on the case.
Bridgette: XXXXXXXX
Marina: Thank you.
Marina: So, I see case has been escalated because order delay. From the information I have, Service center doesn't have Surface Pro 3 with i7 processor in inventory. This case is monitored in high level, I see that team of escalation team contacted you by e-mail with some details. I fully understand your frustration, and please accept my apologies for that delay.
Bridgette: my problem is i can't wait until some inventory shows up....i need my computer within a reasonable amount of time....I only had it 3 weeks before this issue happened.
Bridgette: surely someone has the power to say, "Lets keep this customer happy and send her a replacement surface from stock as we are being unreasonable making her wait indefinitely."
Marina: What I can offer you, I will monitor that issue personally and keep you updating if I have any news on that case.
Bridgette: thats what the last tech person said
Marina: And we do that, we see all the movements on your case and if we have any good news for you, we will contact you.
Bridgette: Is there anyway I can speak to a manager or request a new replacement
Bridgette: I have been told already "if there is good news we will contact me" but there never is any good news so I don't get contacted
Bridgette: William: What I'll do here is take ownership of this case, so that I can keep an eye on it and make sure that it progresses without issue. William: I can contact you by email or by phone to give you any updates as they become available, are xxxxxxxxx and XXXXXXXX.com okay to contact you on? Bridgette : ok.....thats correct
Bridgette: thats what william said in a transcript.....still hasn't contacted me
Bridgette: that was 10 days ago
Bridgette: a manufacturer is supposed to supply a timely repair or replacement.
Marina: I really understand your feeling, but when case is escalated, it is out from our department, and we when issue has been resolved, case comes back to us. That means, we don't see changes when case escalated. Escalation team is as much as our department
Bridgette: there is no changes. Can you put a request through to the escalation department for a replacement please
Marina: yes, sure, I will leave a note with your request. I will ask to process order faster
Bridgette: Ok so leave a note...but will anyone se this note?
Marina: yes, They see all the notes
Bridgette: Can you please flag this as a very unhappy customer and get your manager to look at it ?
Bridgette: I am not satisfied with just leaving a note
Marina: About that issue knows higher level management
Marina: My manager is also informed
Bridgette: I am leaving the country very soon and I need this computer. What should I do?
Marina: When do you leave country?
Bridgette: I don't want to leave without a resolution. I need a resolution. I need an answer. The only reason i am not giving up is I have had this same chat with a support aent over and over again.
Bridgette: I leave in about a week
Nataliya S: I really hope the issue will be sorted soon, I can assure you I'll call you once there is a movemnet on your case
Bridgette: I am not willing to leave this chat without a resolution.
Bridgette: So I am now speaking to a different support agent?
Bridgette: Are you a manager?
info: Your chat transcript will be sent to XXXXXXXX at the end of your chat.
Marina: To my regret we don't have any resolution to the moment. As soon we have one we will update you.
Bridgette: I am not asking for the answer I am asking for someone to actively pursue an answer for me
Bridgette: I need someone to call the service centre and ask them when my replacement will ship.
Marina: That does escalation team, we are technical support and we don't have service centres contacts.
Bridgette: Microsoft can't just refuse to tell me when I am getting my computer back. And you can't just pass the buck and blame a different department.
Marina: this is what I am doing Bridgette, there is no way for us to contact service centre directly we can only wait for them to update us using the system
Bridgette: Alright. Well its obvious you guys can't help me. I will go now. Bye for now
You are now chatting with 'Marina'.
Marina: Thank you for contacting Microsoft Surface Support. My name is Marina. Please let me 2 minutes to review your issue.
Bridgette: ok
Marina: Hi Bridgette, I am sorry very much for your issue, I will try to sort out the situation, but, could you please provide Service Request number on the case.
Bridgette: XXXXXXXX
Marina: Thank you.
Marina: So, I see case has been escalated because order delay. From the information I have, Service center doesn't have Surface Pro 3 with i7 processor in inventory. This case is monitored in high level, I see that team of escalation team contacted you by e-mail with some details. I fully understand your frustration, and please accept my apologies for that delay.
Bridgette: my problem is i can't wait until some inventory shows up....i need my computer within a reasonable amount of time....I only had it 3 weeks before this issue happened.
Bridgette: surely someone has the power to say, "Lets keep this customer happy and send her a replacement surface from stock as we are being unreasonable making her wait indefinitely."
Marina: What I can offer you, I will monitor that issue personally and keep you updating if I have any news on that case.
Bridgette: thats what the last tech person said
Marina: And we do that, we see all the movements on your case and if we have any good news for you, we will contact you.
Bridgette: Is there anyway I can speak to a manager or request a new replacement
Bridgette: I have been told already "if there is good news we will contact me" but there never is any good news so I don't get contacted
Bridgette: William: What I'll do here is take ownership of this case, so that I can keep an eye on it and make sure that it progresses without issue. William: I can contact you by email or by phone to give you any updates as they become available, are xxxxxxxxx and XXXXXXXX.com okay to contact you on? Bridgette : ok.....thats correct
Bridgette: thats what william said in a transcript.....still hasn't contacted me
Bridgette: that was 10 days ago
Bridgette: a manufacturer is supposed to supply a timely repair or replacement.
Marina: I really understand your feeling, but when case is escalated, it is out from our department, and we when issue has been resolved, case comes back to us. That means, we don't see changes when case escalated. Escalation team is as much as our department
Bridgette: there is no changes. Can you put a request through to the escalation department for a replacement please
Marina: yes, sure, I will leave a note with your request. I will ask to process order faster
Bridgette: Ok so leave a note...but will anyone se this note?
Marina: yes, They see all the notes
Bridgette: Can you please flag this as a very unhappy customer and get your manager to look at it ?
Bridgette: I am not satisfied with just leaving a note
Marina: About that issue knows higher level management
Marina: My manager is also informed
Bridgette: I am leaving the country very soon and I need this computer. What should I do?
Marina: When do you leave country?
Bridgette: I don't want to leave without a resolution. I need a resolution. I need an answer. The only reason i am not giving up is I have had this same chat with a support aent over and over again.
Bridgette: I leave in about a week
Nataliya S: I really hope the issue will be sorted soon, I can assure you I'll call you once there is a movemnet on your case
Bridgette: I am not willing to leave this chat without a resolution.
Bridgette: So I am now speaking to a different support agent?
Bridgette: Are you a manager?
info: Your chat transcript will be sent to XXXXXXXX at the end of your chat.
Marina: To my regret we don't have any resolution to the moment. As soon we have one we will update you.
Bridgette: I am not asking for the answer I am asking for someone to actively pursue an answer for me
Bridgette: I need someone to call the service centre and ask them when my replacement will ship.
Marina: That does escalation team, we are technical support and we don't have service centres contacts.
Bridgette: Microsoft can't just refuse to tell me when I am getting my computer back. And you can't just pass the buck and blame a different department.
Marina: this is what I am doing Bridgette, there is no way for us to contact service centre directly we can only wait for them to update us using the system
Bridgette: Alright. Well its obvious you guys can't help me. I will go now. Bye for now
Emmanouil Bagiartakis
New Member
Dear Microsoft
Dear support team
Dear "online chat support"
Dear Escalation Team
please send a replacement device to Bridgette because she needs it
she must check her emails and draw too
thanks
Best Regards
Emmanouil Bagiartakis
(i hope that this post will give a solution)
Last edited:
malberttoo
Well-Known Member
If you really want Microsoft to see this, try posting it in their official support forum: http://answers.microsoft.com
I think at this stage, I would complain to my bank. They might be able to resolve the issue depending on how good your bank is/how you paid for it.
Emmanouil Bagiartakis
New Member
my surface is travelling
now it can be found somewhere in Köln, Germany
it will arrive in Greece in a week
microsoft offered to reimburse me for the shipment cost
however the cost of shipment is 14 euros hence i will not provide them the receipt(14 euros cannot help me at the present time,[1414 can])
i cannot air any grievances about microsoft support(except this issue with shipment to some countries that they are working to amend).
without exception(apple,samsung,microsoft) when you order something online there is a probability that the device will be defective.I knew this when i made the order.No surprise here.I was unlucky and i received the defective device.Since a microsoft store cannot be found somewhere near me, i must wait.
i just hope that my tablet will be perfect because i cannot wait another month
now it can be found somewhere in Köln, Germany
it will arrive in Greece in a week
microsoft offered to reimburse me for the shipment cost
however the cost of shipment is 14 euros hence i will not provide them the receipt(14 euros cannot help me at the present time,[1414 can])
i cannot air any grievances about microsoft support(except this issue with shipment to some countries that they are working to amend).
without exception(apple,samsung,microsoft) when you order something online there is a probability that the device will be defective.I knew this when i made the order.No surprise here.I was unlucky and i received the defective device.Since a microsoft store cannot be found somewhere near me, i must wait.
i just hope that my tablet will be perfect because i cannot wait another month
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