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Surface book complaints process

Anonymous
2020-07-29T14:37:50+00:00

Hi

Can anyone help me with the process for formal complaints please? I sent my surface book 2 in for replacement with a guarantee that they had enough devices in stock. Now i am being told they don't have devices and i will need to wait. I have had to take time off work as i do not have a machine for work. I am being fobbed off by customer support on phone, email, chat and this forum. 

Looking for help and advice please

Thanks

Surface | Surface Book | Power and battery

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  5. Anonymous
    2020-07-29T16:27:48+00:00

    Hey there,

    You have definitely had a challenging experience getting a replacement, which is not our goal by any means. I apologize for you being told that devices were in stock and yet still experiencing a delay on shipment. I am not going to speculate on the root cause, but your experience has been escalated to help fix the issue for others experiencing the same or similar concerns.

    It appears that your replacement device is shipping tomorrow, so I am going to close this thread.

    Best wishes moving forward,

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