Trying to get warranty support for Ergo BT Mouse for two weeks - nobody is helping.

Question

I created a support ticket two weeks ago for my Microsoft Ergonomic Bluetooth Mouse that has a faulty scroll wheel and clearly needs warranty replacement. It is within the warranty period and after submitting my request, within hours, I was talking with support over email. They determined that the scroll wheel is faulty and we were about to work on a warranty replacement but they stopped replying to me.

I have now waited two weeks and still, nobody has replied to me. I have created new tickets, I have emailed and followed up multiple times, I have tried calling which was the worst experience of my life and the automated phone system is really only designed to hang up on anyone that needs assistance.

I have chatted with FOUR different representatives in ONE chat. (each one telling me they were transferring me to the right department). This went on for 30 minutes only to be transferred to the wrong department STILL and chat with someone for 30 minutes who only set me the same support links I have tried and tried and tried.

My request is simple--I need someone to reference my original support ticket (**************), follow up, and process the warranty replacement immediately. I have been unable to fully function in my job with this mouse for two weeks now and require immediate assistance.

The way Microsoft has set up warranty support should be illegal. It is clear that the goal is to NOT warranty any product. It's disappointing and extremely frustrating for the consumer.

Unfortunately because of this experience, this is the last Microsoft anything I will buy.

Answer 1

Hi WKL5645,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

I'm truly sorry to hear about the difficulties you've encountered with the warranty support for your Microsoft Ergonomic Bluetooth Mouse.

After your device is properly packaged and ready to be shipped, you can locate your shipping label in your email inbox. As a reminder, your email service may route this to your junk or spam folder. 

I understand that you've tried some steps already, but it might be worth trying to reach out again, specifically mentioning your support ticket number and the urgency of your situation.

Because your question requires Personally Identifiable Information (PII) to be properly supported and this Microsoft Community is a public forum, please do not provide or use PII here in order to protect your privacy and security, thank you for your understanding.

Contact Us - Microsoft Support

I hope this information is helpful, and I sincerely hope that your issue gets resolved promptly. If there's anything else I can assist you with, please let me know.

Your Sincerely

Hahn.W - MSFT | Microsoft Community Support Specialist

Answer 2

Hi Hahn,

That was unfortunately not helpful at all. What I require is someone to effectively follow up to RESOLVE this unnecessarily complicated warranty claim.

If I had a shipping label and the ticket was completed I wouldn’t post on the forum.

The issue is nobody is processing my ticket and resolving it in a timely manner for a simple warranty situation.

If you had taken a moment to review my ticket you’d see that it’s not processed and I do not have a shipping label.

A shipping label is also not what I am looking for. I am looking for a replacement mouse that works. Microsoft has failed a basic level of support and your complete misunderstanding of this situation is further evidence.

This response did not help my situation at all.

Answer 3

Furthermore, I am not in the United States. I am in Canada. Those contact methods DO NOT WORK regardless of the country. I have tried them all.

It’s ridiculous that representatives keep trying to give me the same URL expecting a different result.

There is no way to talk to a support person over the phone. Your phone system directs me online and hangs up.

This is just further evidence of Microsoft’s inability or care to warranty its products.

All threads like this are the same. It’s insane that to get a reply that posting on a forum is the method Microsoft recommends. Lol.

Answer 4

Hi WKL5645,

You can contact Microsoft live online support through the following steps: Contact - Microsoft Support

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 5

Hi Hahn,

No actually. This was not helpful at all. Further proof to avoid purchasing Microsoft products.

It’s actually amazing that this is on a forum for all to see.

Cheers.