Aug 12 2020 05:10 AM
Aug 12 2020 05:10 AM
Aug 27 2020 01:45 PMSolution
This experience has been my identical story except my issue is with headphones ($350 premium pair of surface 1 headphones). I have the same reasonable expectations that you stated so well. The only difference is that due to the pandemic and my mistrust in their broken promises, I will not send my device to them. They wanted to put a hold on my credit card if they had to send me a used/refurbished pair, but they do not send me a $350 gift card or collateral in case I never get what was promised. Based on the interactions with Customer Service (Both Level 1 and Level 2 supervisors), I would bet that they would lose track of them and tell me I never sent them in.
Microsoft has a large problem here based on what I am reading on many blogs and other websites. It appears as though they want to be more like Apple/Amazon/etc, however they have not figured out how to "make it right".
The amount of ignorance and incompetence that I have been dealing with lately over these headphones is crazy. The worst part is that since November, they have released a new version of the surface headphones which are $250 and are identical with more features. They refuse to send me a new pair, they keep repeating "Like for like replacements ONLY" to me. This would mean I get a pair of headphones that were over someone elses ears and there is fabric and porous materials that cannot be disinfected. I have considered contacting a lawyer but know that this small amount of money would not be worth it.
I have caught them in MANY lies (which I have documented) and the supervisors are just level 1 employees that have been there longer but they do not have any extra "power" to help you. What they WILL do, is repeat the same things that the first person who picked up the phone said. I got emails then from a "depth specialist" which seems to be very good repeating the same things as well. Its like they have a team of people to discourage doing the right thing but instead saving the company money.
I am hoping that I can find a corporate person or department that cares about keeping customers and can explain and show all this documentation to in order to get what is fair. I have a feeling I will be using a broken pair of headphones or have to try and glue them back together. Below are some things that they said to me on the phone or in emails.
1. "Take it or leave it, anything else I can help you with?" -->Level 2 Supervisor
2. “I will just gonna straight forward on you. I would like to let you know that the highest support already declined the request and suggested to offer you an In-Warranty replacement for this situation.” -->Depth Specialist
3. "You should be thankful that we are willing to even replace something that you damaged" --> Level 2 supervisor (Hint: I did not damage them at all)
Aug 27 2020 11:17 PM