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I am worried the Microsoft Service Center (Sydney Australia) has lost my Surface Pro. (Delivery tracking confirms it was successfully delivered).
How long should I wait for them to try and find it? Is two weeks long enough? When and how should I demand a replacement be sent. (I thought their process was a replacement would be sent as soon as the faulty item was delivered to them).
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Hello gjblack71
Sorry to hear about the possible loss of your Surface Pro.
How did you arrange for the exchange? Do you have a point of contact with Support? If so, have you reached out to them? How long has it been since your device arrived at the center?
Best regards
Hello gjblack71
Have you been updated / contacted by the team? If not, please let me know.
Best regards
Phrases like "we need to locate it", "have you actually sent it", "what is the tracking information so we can try and find it", "how did you send it", gives me the impression it is lost.
I've frequently asked for updates and if they have found it. No one has been able to locate the item and tell me. (I've spend many hours providing shipping/tracking details so they can try and find it).
No replacement has been sent as best I can tell from the Service Update page / Phone conversions.
I initially phoned Microsoft Support (13 20 58 - Australia) who ran me through troubleshooting then told be to send it in for repair to their service centre. I was emailed reply paid shipping labels to attach and followed their shipping instructions.
My contact with support has mostly been the 13 20 58 number (Aust), although this has apparently been escalated to a team that I've been told will definitely contact me with updates. (But since these promised phone calls/emails have never happened I'm assuming escalation is a waste of time)
The device was delivered (as confirmed by tracking information) on 29th Jan 2014, but their service status webpage continues to show only "Order has been created". When I called to query what was going on I got the distinct impression that they believed it had not been delivered (i.e. lost)
Did they say it was lost... or is this just an assumption, as you've not received a replacement?
