Microsoft Support - Microsoft Complete Warranty

Question

Hi everyone,

Just a heads-up. if you have purchased the Microsoft complete warranty i would definitely check the Microsoft website for your warranty status. 

I have received a replacement device for my surface book and just spent 40 minutes with technical support to get them to update the warranty with the "complete".  They lady was very nice but it did take 40 minutes and it still isn't complete. You would think when they send you a replacement device that they would automatically move the complete warranty from the old device to the new device.

Answer 1

I agree, check it... Because I bought mine for my Surface Pro 3 back in April this year, and it never got added on. Took 2 weeks to get that straightened out.

Answer 2

So I bought a brand new Surface Book yesterday and went online to buy the Complete Care warranty as it seemed like the best option for covering the Surface from accidental damage.

I was told (after much confusion from the call centre staff and speaking to a manager) that I could not buy the warranty and that the only way I would be able to purchase it would be to go to the Microsoft store (the nearest store being a 5 hour drive and $200 ferry away) and given no alternative solution to purchase the warranty.

I offered to send pictures of the day old device and give them remote access to the system but they refused. So now I am left unable to buy the warranty and seemingly my only options are to return it and buy a new device from Microsoft or to travel at great expense to purchase the warranty. The sales team transferred me to the support team and the support team said I should be speaking to the sales team. The support team then proceeded to put me on hold for 15 minutes before disconnecting my call.

Microsoft, why is there not an option to have this computer inspected in an even somewhat convenient fashion? Any other options that I am missing?

I have to say that when spending almost $3,000 on a computer I expected slightly better service, I certainly wouldn't have had this problem with Apple.

Answer 3

I was also surprised to find this out. I bought mine from Best Buy. I had bought my Complete Care last year over the phone about 1 month after I bought my Surface Pro 3 from Best Buy. Now, I have to drive 70 miles to my nearest Microsoft Store to get Complete Care... Bogus.

Answer 4

So I bought a brand new Surface Book yesterday and went online to buy the Complete Care warranty as it seemed like the best option for covering the Surface from accidental damage.

I was told (after much confusion from the call centre staff and speaking to a manager) that I could not buy the warranty and that the only way I would be able to purchase it would be to go to the Microsoft store (the nearest store being a 5 hour drive and $200 ferry away) and given no alternative solution to purchase the warranty.

I offered to send pictures of the day old device and give them remote access to the system but they refused. So now I am left unable to buy the warranty and seemingly my only options are to return it and buy a new device from Microsoft or to travel at great expense to purchase the warranty. The sales team transferred me to the support team and the support team said I should be speaking to the sales team. The support team then proceeded to put me on hold for 15 minutes before disconnecting my call.

Microsoft, why is there not an option to have this computer inspected in an even somewhat convenient fashion? Any other options that I am missing?

I have to say that when spending almost $3,000 on a computer I expected slightly better service, I certainly wouldn't have had this problem with Apple.

Exactly!  Just as with Apple, I would never, under any circumstances, buy from anyone other than directly from Microsoft.  And I much prefer buying from my Atlanta Microsoft Store even if it is a 100 mile trip for me. The treatment I get from my Atlanta Microsoft Store is second to none!  And of course I always add the Microsoft Complete warranty at the time I buy.  I always unbox and set up my new computer at a desk in the back of the Microsoft Store.  If I have any questions I have tech support right there!  And if I have any hardware problems whatsoever I don't have to go far to exchange it!

Answer 5

I should add that when you buy the Microsoft Complete warranty you get a warranty package that makes your trip to the store a little more worthwhile.

My Microsoft Complete warranty package included:

1.  A paid year of Microsoft Office 365. (since I already had Office 365 my subscription was extended a year!)

2.  A really nice Brenthaven carrying case for my Surface Book.  Excellent quality case!

3.  A Microsoft Surface logo T Shirt.

4.  A Microsoft Surface logo 8GB Thumb Drive.