How do I file a complaint or escalate an issue to management?

Question

We have over 150 Surface Pro 3s with Complete care on them. The last ones to break, we were refused advanced exchange and were told we had to ship them in and wait a week for repair. If this is the case, we need a refund on our complete care as this is not what we paid for. When I call 1-800-642-7676 I get the run around about why the change in service. When I go through chat or email, I am told to call 1-800-642-7676. Microsoft's customer service was never good and has dropped to the worst service ever!

Answer 1

John,

I've sent this in to an internal contact. No guarantee I will get a reply, but I

am trying. https://www.microsoft.com/surface/en-us/business/completeforbusiness

is very clear that advanced exchange is part of what you have paid for.

Answer 2

Barb,

Thank you for your help.

Answer 3

My contact emailed that someone should be reaching out to you on this. Please let me know when that happens?

Answer 4

I will for sure. Thanks again!

Answer 5

Hello Barb,

I received a PM from Nikki . I will post any progress or updates. Thanks again for your help.