eclipse1701d
New Member
So, here's my story. I am an I.T. Professional helping over 20 companies and supporting over 250 employees. I purchased a Surface Pro 2 512GB for myself and hoped to convince everyone that this would be the way to go for all mobile personnel slowly replacing their Apple and Android devices. My Pro worked for 20 days and then failed after the December 10 firmware update and would only boot to the UEFI screen. I contacted support on Dec 12th and was told that I would receive a replacement device with instructions to come via email within three business days. After five days and no email I again contacted support. I was promptly given a fedex shipping label with instructions to send the device to the Texas Service Center which received my device on December 17th. Then, on December 18th, I receive an email from escalations with return instructions for my device. I replied and said that it was already returned and they promptly CLOSED the escalation request!
Fast forward to today December 30th. I have no contact from Surface Support and only a Service Notation that my device was received and inspected on December 17th. I AGAIN contacted support and was given a THIRD service request number and another promise to receive an email in THREE business days about what is happening with my device. In COMPLETE FRUSTRATION I called Microsoft Corporate and was told that there was no one I could speak with and that I could email corporate support, BUT, that I would have to wait another THREE business days for a response.
I have dealt with many companies, Dell, HP, CDW, etc. I have NEVER received such an astonishing level of blatant disregard for a customer who received a product that failed within 30 days of receiving it! If I ever treated my customers with this level of incompetence, I would be living in a cardboard box! How could I in good conscience recommend this product to ANY of my customers knowing that if it fails, they could expect to wait 20 or 30 days for a resolution... I am utterly disappointed with Microsoft at this point... I am far from an Apple fan, I don't like working on them OR using them, but at least they answer the phone, talk to their customers and resolve their issues! Who knew that when Microsoft took the START Menu away, it was a sign that they were going to START ignoring their corporate customers every way they know how!
Fast forward to today December 30th. I have no contact from Surface Support and only a Service Notation that my device was received and inspected on December 17th. I AGAIN contacted support and was given a THIRD service request number and another promise to receive an email in THREE business days about what is happening with my device. In COMPLETE FRUSTRATION I called Microsoft Corporate and was told that there was no one I could speak with and that I could email corporate support, BUT, that I would have to wait another THREE business days for a response.
I have dealt with many companies, Dell, HP, CDW, etc. I have NEVER received such an astonishing level of blatant disregard for a customer who received a product that failed within 30 days of receiving it! If I ever treated my customers with this level of incompetence, I would be living in a cardboard box! How could I in good conscience recommend this product to ANY of my customers knowing that if it fails, they could expect to wait 20 or 30 days for a resolution... I am utterly disappointed with Microsoft at this point... I am far from an Apple fan, I don't like working on them OR using them, but at least they answer the phone, talk to their customers and resolve their issues! Who knew that when Microsoft took the START Menu away, it was a sign that they were going to START ignoring their corporate customers every way they know how!
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