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MS Surface Pro Support Experience

Tags: Microsoft, Mobility
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MS Surface Pro Support Experience

durocshark
I've been evangelizing the Surface Pro since it was released. I love mine, and everybody I've issued one to in our company loves them too.

I have one with the yellow banding on the display (overheated apparently). I opened a ticket on surface.com on 7/31 for an advance replacement. Not a critical issue, but it's under warranty so...

Today is 8/20. Still haven't received it.

It shipped on 8/14. FedEx decided the address was incorrect (it wasn't) and returned it. Microsoft received it back on 8/19. Today I get with a support person.

"DurocShark, this is very odd as the packaging was returned back to us. I can see the FedEx tracking <number> was returned back with Return tracking number <number>. Also I can see the address was the right address but it returned as comment section says the address was invalid. In this I would need to pass this information to one of our CARE specialist Team. They will look in it and they will look into this and I would expect they will call you back within 3-5 business days. As this was a Advanced Exchange and the case is still opened, so they review it and will try finding the cause as why it was returned back."

3-5 more days. Plus a day or two for shipping. That means it will have taken a MONTH to do an advance replacement. Really? A month?!?!

I can't have this kind of miserable turnaround time in a corporate environment. I'm glad this happened on a non-critical issue instead of a catastrophic failure.

Time to see what Lenovo has to offer...

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