I also pointed out that the last tech I spoke to said the same thing. We were told that if there was a problem we would have telephone support, and if it couldn't be fixed we would be sent a new unit, and then send the old unit back in the same box using the label in the box. I pointed out that when we bought the unit, we purchased the warantee after speaking with an agent about what the warantee got us. Given that I was being told that I had no other option, I was pretty frustrated. I asked if she really had any idea how long it would take, and the tech would not answer. "Maybe probably a couple of weeks, estimate." I pointed out that this wasn't an answer, but the tech insisted that it's the best she could do. "A few days to a week." I pointed out that shipping the unit to them would likely take a couple of days at least, never mind whatever they needed to do and then shipping it back. That sounded like BS to me, so I asked again. I asked how long that process would take. I had to send the unit back to be inspected and repaired and wait however long that process took to receive it back. Given how things had gone so far, I was fairly certain that was not going to happen. The tech said she could arrange to have one call me back 'within 24 hours'. I said I wanted to speak to a supervisor. The tech returned and told me that there was no supervisor available, and even if there was they would tell me the same thing. I asked to speak to a supervisor, and was placed on hold for around 10 minutes. When I pointed out that this amount was beyond the limit on her credit card, I was again told that there was nothing they could do, and since the card would not cover the amount, I was told that this was no longer an option. When I pointed this out, the tech said there was nothing they could do. This was not part of the previous arrangement. When they returned to the call, they told me that a hold would be placed on my daughter's credit card for $2712.00. They took our shipping information again, and put me on hold again for several minutes. After waiting several minutes on hold, they came back and told me a new unit would be sent out, and we could send the old one back after we received it. The tech said that they would ask their supervisor if an exception could be made. I asked about how long that would take, and the tech could not give me a timeline. I was then told that I would have to send the laptop back first, wait for it to be serviced, and sent back. There was a record of the conversation though,so I thought it could be straightened out. I was told by the tech that no order had been created. After 5 days, I had not received any email, or the laptop, so I called back. He asked me to do a phone survey after he hung up to give him a good review which I did as I was happy at the time with the support. I was told he would send a confirmation email with all of the details including the shipping info and case number, and that the replacement would arrive within 4 days. We would have three days to transfer personal files off the old machine. The tech took our mailing address, told us he was sending out a replacement. As a last ditch effort, they had me reset the machine, and reinstall windows. Called Microsoft support and they took me through various steps to try to fix it. It has never been dropped or treated I went online to try various fixes from forums (this is a very common issue) none of them work. About a week ago she turns on the laptop and the keyboard doesn't work. The rep said it was much faster to do it this way, and gave us the chance to transfer files off of the machine.
Microsoft business customer service number software#
My foster daughter, a university student living with a disability who requires a laptop with specialized software to do her work, purchased a Surface laptop 3 through the online Microsoft store, and after speaking with an agent at Microsoft I insisted that she get the extended warrantee, as they told us that it allowed her to receive a replacement if there was a problem and then send the old unit back after receiving it. Horrid support, lies, and a malfunctioning device.