Terrible customer service from Microsoft RRS feed

  • Question

  • Dear Microsoft,

    I have tried to purchase "Microsoft surface pro 4", the "type cover" as well as "Microsoft Complete Extended Service Plan for Surface Pro" and had the worst customer service experience in my life!

    I have wasted 5 hours calling back and forth to Microsoft and the Loyd's bank and the issue has not been resolved and the transaction of 1718.09£ is pending and I am unable to use it for 5 days as a result of Microsoft's inability to comply with the instructions that the Lloyd's bank (UK) was giving. I even had a three way call between Microsoft and Lloyd's bank. However, in the end Microsoft customer service has been extremely inefficient and ignorant by being unable to follow the Bank's instructions given to them by the manager in Lloyd's Bank. Microsoft customer service also destroyed any trust that I had as a new customer, believing that a big company like Microsoft will be able to resolve the issue swiftly. I have also purchased "Microsoft Complete Extended Service Plan for Surface Pro" but now I am very worried, as my experience with Microsoft customer service has been extremely bad and I fear that if I decide to still trust in Microsoft I will receive the same terrible customer service as I did with this issue, which should have been easily resolved.

    I have spoken to multiple people from Microsoft including "Ken R" who was very unprofessional and was making mistakes and trying to guess the Bank name instead of checking the records, as well as "Jeff V." who completely destroyed all my hope in Microsoft customer service. The conversation where "Ken R" and "Jeff V." as well as the Lloyd's bank were involved is in the same phone call made on Sunday (28/02/2016) at 19:53 UK time, and since Microsoft records the conversations according to "Jeff V." I really hope that Microsoft could also review the conversation as it has been the most painful and terrible customer service experience I have ever had!

    Now I am left without my order since Microsoft's denies of any order being placed as well as no willingness to cooperate with my bank. I am also left without a significant amount of money (1718.09£) which I wanted to use to purchase a laptop, but now have to wait for 5 working days just to get the money back to my account.

    Something that had to be a simple process of several mouse clicks and 5 minutes of my time, has turned into 5 hours of the worst purchasing experience I have ever had! This experience has left me so disgruntled, that I have decided to create a blog and share this particular incident in detail with the rest of the world, so that other customers think twice before buying from Microsoft and won't have to go through the same horrible experience.
    Monday, February 29, 2016 11:08 PM

All replies

  • We are sorry to hear about your experience so far. Best tip is to contact our store support at http://www.microsoftstore.com/store/msuk/en_GB/DisplayHelpContactUsPage/, or to call the store support team at 0800 026 0329.

    Chris Wendt
    Microsoft Translator

    Tuesday, March 1, 2016 3:58 PM
  • Hello Chris Wendt,

    The problem is that I need an email address, not phone numbers since I am a customer from the UK, not the USA.

    Moreover, after spending five hours on the phone with the most ignorant and unprofessional customer service from Microsoft, calling them again would be the last thing I want to do!

    Tuesday, March 1, 2016 8:19 PM
  • Thanks. The number I listed is a UK number.

    In order to resolve your issue we need some kind of entry point or identity. In your initial contacts, did you receive a case ID that starts with "SR"? That would help.

    Or let us know how to contact you.

    Chris Wendt
    Microsoft Translator

    Tuesday, March 1, 2016 8:38 PM
  • Hello again Chris,

    This is the email I have received before making the three way call I have described in detail before:

    Thanks for contacting Microsoft. This is Laurence Supervisor from Microsoft Store Sales NA and it was a pleasure assisting you! This is a follow up only about your Surface Pro 4, please be informed that the order was not successfully placed. No charges was made under your account, please call your bank and inform them that the order was not completed. You can refer to our service request number [1329250326] as reference to our interaction. If you have any further issues or inquiries, regarding this request, Please feel free to contact us Monday through Friday between 5 a.m. and 7 p.m. Pacific Time (excluding holiday). Thank You !LaurenceHarvey SantosMicrosoft Store Sales NA | Supervisor


    The problem is that what LaurenceHarvey Santos is saying is not true and I have already had a conversation with Microsoft after that one which I have described in detail above. I have also mentioned the names "Ken R" and "Jeff V." as well as the time of the phone call which was Sunday (28/02/2016) at 19:53 UK time. I wish somehow this telephone conversation could be reviewed by Microsoft as it was a three way conversation between me, my bank and both "Ken R" and "Jeff V. It was the most appalling, ignorant and unprofessional customer service that should be truly embarrassing for Microsoft.

    Tuesday, March 1, 2016 10:20 PM
  • Thanks for posting the response here. It contains the SR#, which should help us find the history. The support team in the UK will follow up.

    Chris Wendt
    Microsoft Translator

    Tuesday, March 1, 2016 11:27 PM
  • The UK Surface support team should have contacted you by now to resolve the matter. Please let us know if you didn't hear.

    Chris Wendt
    Microsoft Translator

    Wednesday, March 2, 2016 4:29 PM
  • Thank you Chris.

    I highly appreciate it.

    Wednesday, March 2, 2016 5:56 PM