We have always used Microsoft products and for the most part we have always been happy with sales and service but not this time.
On December 23, 2013 my son placed an online order at the Microsoft Store. When he added the item to his cart it was "in stock" and we were allowed to complete the transaction for a Microsoft Surface 2 32 GB SKU: PW: P3W-00001. We read the rules for ordering online to be certain that there wouldn't be any issues getting the item in a timely manner. We also chose 2 day shipping which cost us an additional $10.00.
From Microsoft Store website:
|UPS 2nd Day ||$9.99 US || ||End of business on second business day after order day.* |
How to calculate delivery time based upon the shipping method:
When we received no shipping confirmation on the 26th of December, I called the support center, the person I spoke with was absolutely no help, they couldn't explain why the item hadn't been shipped but they did agree to refund us for the 2 day shipping which to date they have not done.
- Delivery time is based upon business days, which we consider to be Monday through Friday, excluding holidays.
- UPS does not deliver on the weekend or holidays.
- Cut-off time: For 2nd Day and Next Day delivery, you must complete your order before 1 PM Eastern Time on a business day for it to ship that same day.
- Orders placed on the weekend, on a holiday, or after 1 PM Eastern Time on Friday, will be processed on the next business day.
Second time I called I was told the item would be shipped on December 27th and they apologized for the delay. They said it was because of the holidays and UPS was behind on shipments.
Third time I called the agent promised again to escalate my case and said they would look into refunding the shipping charges. They also promised to make sure the item would be shipped 2 day delivery since the tracking number we were provided stated "UPS Ground." Yes, the label has been created for several days and still no package has been sent to UPS. Microsoft dropped the ball according to UPS!
Forth time I called the representative told me the item was back-ordered but I would still receive it by Friday of this week...he actually assured me it would be here by Friday. I don't believe anything the support center tells me, every time I call I get a different story and I'm sick of all of the lies.
Fifth time I called the corporate office and asked to speak (someone in the USA) to someone that could help and once again I got the runaround, the operator was extremely rude and ended up transferring me to a department that couldn't help. I called back and asked for an email address to file a complaint and I was given firstname.lastname@example.org, it's probably a dead end too but I hope not. I did respond to the email address provided but still no response from Microsoft.
Called again today and we told the item still wasn't shipped and wouldn't be here on Friday. The agent said he couldn't figure out why it hadn't shipped because they had plenty in stock. Said they would escalate our case which means nothing. I have never dealt with so many scammers and liars before. Still no refund on the shipping either!
I am extremely disappointed in Microsoft and I don't know why a corporation this large hides all of its contact info so consumers have nowhere to turn if they are duped by a product, website, call center, etc. I don't want to take to social media and blast Microsoft but you can bet I will. Bottom line you have taken my money and I want the item shipped immediately, it's fraudulent to take money and not provide the product/service we paid for. It's also wrong to have someone pay for 2 day shipping and then wait 10 + days to ship the product. This item was purchased with my son's Christmas money, Microsoft Corporate should be ashamed for allowing employees to lie, mislead, and mistreat the loyal consumers that made it possible for Microsoft to exist.
This has been a terrible year (for us) for online orders, shipping issues, etc. I think I will consider keeping my money local next Christmas.
I will not respond to any rebuttals (except for Microsoft but I'm sure they will ignore this just as they have ignored us since taking $450.00 from us and refusing to ship our property) so don't waste your time telling me what you think because quite frankly I don't care.
ORDER # 9038202737 ORDER DATE: 12-23-2013