How can the business support be so unprofessional? (And moving the client to the competitors??)

Question

I've always be an enthusiastic client of Surface since 2007, bought several devices and last year bought a brand new Surface 9, whose battery, after 1 year, started to last only 3 hours! Still with guarantee valid...

I asked the support (business) and after many bouncing to one service or another they just turn out that I have to pay for having it adjusted.

The disappointment is so strong, not just for the case itself, but for a brand I really believed in.

no way even to give "scores" to the support (or better UNsupport) received.

Unbelievable.

Answer 1

Hello luciabarbieri,

Thank you for posting in Microsoft Community.

I appreciate you raising this concern to us and sorry to hear about your negative experience with the Surface support team. As a Microsoft customer support agent, I can assure you that we strive to provide the best possible support to our customers. If you are experiencing issues with your Surface Pro 9 battery, I recommend contacting our support team again and explaining your situation. They may be able to provide you with a solution that does not require you to pay for repairs. Contact Surface Support for Business and Education customers - Surface | Microsoft Learn

Additionally, if you would like to provide feedback on your experience, you can do so through the Microsoft Feedback Hub. Send feedback to Microsoft with the Feedback Hub app - Microsoft Support

Thank you for your continued support of Surface products.

Best wishes,

Rolando S.

Answer 2

Thank you very much for your reply,

you may understand that I'm really disappointed for the kind of service received (considering the value/price of Surface) and of "washing hands" attitudes of "we are following procedures" typical of a law market brand (or public offices!).

Yesterday I was by some clients and after 2 h and 1/2, using excel and browser (nothing particular as design apps), my fully charged Surface "died". I had to stop using it and use my client's (competitor's device, bought 3 years ago ) which was more than half charged still....

Is it a Surface suppose to be, after 1 year bought and in guarantee??? I will turn soon to the choice of my client, then?

I've been asking them more than 1 month ago and losing time with late and opposed answers....

Shall I open than a new ticket, hoping to find a more professional support?

I will check with the link you provided, then.

thanks a lot, a mirage in a sad and frustrating framework of Microsoft surface UNsupport service...