This is a copy of an email I wrote to an email address provided by the Microsoft store phone support supervisor (of course it bounced): So, I placed an order for a laptop with the Microsoft store liking the concept of the Signature PC and the price (especially the price). My order confirmation email included the following note: "This PC purchase qualifies for the trade-up offer sponsored by easytradeup.com.
To process your claim, visit https://easytradeup.com/us/en/pages/tradeup/home and follow the instructions. Claims must be submitted within 14 days of purchase date". The easytradeup link however led to a blank page. "No problem", I said to myself thinking I would just email the store.
To my surprise, there is no email address listed for the store, only a phone number. I despise calling phone support because my general experience with some exceptions (like Apple) has been long wait times and less than motivated support by phone. There seemed to be a chat option, so I tried that first - The support staffer on the chat line genuinely tried to help (Case Number xxxxxx3836), but in the end confessed that I would have to call the store for help with "easytradeup". Faced with no other support option, I called the store support line and after waiting for 5-10 minutes was connected with "W".
"W" didn't seem to know anything about easytradeup and put the onus of testing the link on me, asking me if I'd tried typing in the link without the https, etc. Then he put me on hold several times before coming back to effectively say there was nothing he could do. Well, I wasn't about to stand for that and asked him for a case number to document my call which he refused to provide and actually asked me to use the case number provided by the chat help desk. This was of course of no use because that help desk staffer said there was nothing he could do.
Aside from this there was general background chatter on W's line like it was a cafeteria which I found to be quite unprofessional. Naturally, I took the customary next step and asked to be connected with a supervisor. After another long wait, "N" came on the line - I repeated the problem to him. He put me on hold and came back to say that the problem was with the server and that it would be down for 48 hours.
I frankly found this to be quite an incredible statement. Microsoft expects to have a server down for 48 hours!? How do you run your cloud business if it's OK with you to have a server down for 48 hours? "N", also proved to be of little help - He said the burden was on me to keep checking until the servers come back on-line.
If it was not up after that time I should call back with the expectation that my wait time will depend on the call volume. In response to my query, he also stated that he could not extend the 14 day limit for submission of claims. He did provide a reference number for the call: xxxxxx8206. All told, between the chat session and the phone calls, you wasted over one hour of my time with little to show for it.
My disdain for phone support remains well nourished and well founded. The link still does not work but I suppose it has at least another 36 hours of server repairs to go. My feedback to you on this support fiasco is that you should probably stop outsourcing your store support - I'm giving you credit here in assuming that nothing Microsoft directly manages and runs could be so bad. Also goes without saying that I hope someone who knows what is really going on with the store gets back to me with some real information and a working link for easytradeup.
If you are still with me, thanks for your prompt response and have a Cheery Christmas. I know I will because I'm not going to let crummy customer service get me down, especially now that I've gotten this off my chest. Besides, I may even post this complaint to various forums (fora?) to make it worth using up an extra 20 minutes of my life to pen this complaint. MK P.S.
To start off the next chapter, my email bounced from the address provided by "N".
I tried other similar Microsoft email addresses in case there was an error in transcription _ these did not bounce but there was no response either. Over 96 hours have passed and the easytradeup site is still MIA putting the lie to N's assertion...
Product or Service Mentioned: Microsoft Online Store Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $150.
Preferred solution: Let the company propose a solution.
I liked: Website, Pricing, Selection, Signature pc concept.
I didn't like: Customer service only by phone, Customer service, Being held on line for hours with no response, In accurate information, Invalid complaint email address suplied by customer service rep.