Vincent Tanoto Review of Microsoft
I ordered a laptop from Microsoft on Oct 2, 2017 w...
I ordered a laptop from Microsoft on Oct 2, 2017 with extra charge for one-day shipping. I received a package but it was a completely different device than what I ordered.
I called customer service right away, telling them I needed my laptop as soon as possible for work. The guy over the phone just promised to get back in 2 days, which I told him again that I needed the laptop as soon as possible and that was why I'd paid extra for the shipping. He said there was nothing he could do besides escalating this issue.
I called again and talked to a different rep by the name of Grace over the phone. Now she said the laptop that I ordered was out of stock (but somehow my purchase went through and they took my money). She asked me to spend more money to get a better, more expensive laptop. A 10% discount off the unit was offered to me with free shipping. She said that she had to charge me the full amount first before processing a refund for the difference and also the shipping fee.
I waited for two full weeks until Oct 16 to call and follow up because other than sending me the second unit (which I'd paid full price for), none of the promises were fulfilled by Microsoft. My first order was refunded but without the shipping cost, and I only got 5% off the second unit refunded instead of the promised 10%. The only response that I got when I called was they would escalate it again and I had to wait for another 24 hours.
I called back the next day just to hear them say they would escalate this again. I finally managed to speak to a manager by the name of Nick (he repeatedly refused to provide his full name), who told me they were NOT going to fulfill their promise after all and there was no point in calling them. Nick denied any knowledge of the 10% discount that was promised to me, even though the person I'd spoken with the previous day had told me it was written in the notes for this case.
I hope someone can help me to get this resolved. This is supposed to be easy. I was just trying to buy a laptop. I made the payment and it was all supposed to be done the next day. Instead, more than two weeks later, I still don't have all the refunds promised to me, even after wasting multiple hours on the phone with customer service. I'm disappointed, frustrated, and I don't think I'll make another purchase from Microsoft again. It's not worth the trouble.
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