[Complaint] A bad after-sales service experience

Question

Microsoft used to be the top international company I think of in the world, so I bought one when Microsoft just launched surface pro4. But the experience I just experienced made me experience the worst after-sales service.

The specific experience is as follows:

My surface pro4 battery drum kit, so I hit Microsoft China 400-820-3800 phone.

On the phone, let me send the computer to the repair center, and have its repair center to carry out the after-sales service process.

Since my surface pro4 purchase is relatively old, I have repeatedly confirmed whether it will incur maintenance costs.

The customer service reply is that as long as the repair center receives it, it can go through the process for maintenance. There will be no cost.

Repair the after-sales center, normal reception, due to return to the factory for repair, so only the data in the computer can be cleared.

On the third working day, I received a call from Microsoft China and said that my computer repair order has been generated, but I need to pay the maintenance fee, totaling 3600RMB, about 680$.

Complaint:

1. Why can't I call the maintenance fee?
2. Why is the after-sales service center receiving the notebook and not notifying it?

This is the worst after-sales service experience I have ever experienced. I hope to be a certified company as an international company.

Note:

*My English is not good, so the email was written using translation software.

* Microsoft does not have a service complaint in China. I don't know how to improve the service quality of the company.

Answer 1

T ha n k Y o u F o r    P o s t i n g  i n    M i c r o s o f t    C o m m u n i t y. C a l l M i c r o s o f t  o n l i n e s u p p o rt   1  -  8   -  3  -  3  -  6  -  6  -  6  -  2  -  1  -  6  -  6     B e t w e e n 10:00 A M t o 7:00 P M EST. W e  w i l l  H e l p yo u  t o f i x  y o u r  I  s s u e s.

Answer 2

I received an email from Question has a reply, but I can't see it here. But for the content of the reply, there are several questions that need to be asked:

1. Given the contact information, I do not know how to contact you;
2. I am in China. Can you give the corresponding contact information of China?

Answer 3

Hi 安felix, 

Thank you for posting here in Microsoft Community Forum. 

We really do apologize for the inconvenience has caused you. Based on your post, we suggest to contact our Microsoft Support for further assistance. You'll find the phone number for your country/region here.

Keep us posted for further concern,

Loyd G.

Answer 4

Hi 安felix, 

Thank you for posting here in Microsoft Community Forum. 

Based on your post, we suggest that you may contact our Microsoft Support for further assistance. You'll find the phone number for your country/region here.

Keep us posted for further concern,

Loyd G.

Thank you for your reply.

Although you may just be a robot.

What I'm describing is the experience of your official customer service response. I contacted you many times, and there was no result.

The disappointment was extreme.

Answer 5

Hi 安felix, 

We really do apologize for the inconvenience. Kindly check the private message that we've sent to you. 

Keep us posted for further concern,

Loyd G.