Microsoft lost my Surface Pro

Question

I bought a brand new surface pro and as soon as I did an update, it wouldn't turn back on. I followed Microsoft's instructions to send it back and UPS confirmed it was delivered the next day (Aug 11), but the service portal said it never arrived. Since contacting customer service, I've received multiple answers, including that they have no idea where my computer is, or that they are missing parts, or that they cannot get in touch with the repair center to get an update. I have no idea where my computer is or if it is being worked on and they will not consider giving me a replacement. At this point, I'm considering options I have in small claims court to get my computer back, get a replacement, or get a refund, but no one is responding to my emails. I expected more from a major corporation for an incredibly expensive product. Any ideas on how I can proceed to get a response from Microsoft or get them to actually do something about my computer?

Answer 1

That’s really frustrating, especially for such an expensive device. Since UPS has confirmed delivery on August 11, I’d stop dealing with regular support and ask specifically for a supervisor/escalation team.

Give them the service order and tracking number and clearly state that Microsoft has been unable to locate your device despite confirmed delivery. Ask for a written resolution—either locate and return the device, provide a replacement, or issue a refund.

If they still don't respond, keep all the emails, tracking proof and case numbers. That documentation will be important if you decide to file a formal consumer complaint or pursue small claims.

Try this X-handle:

@MicrosoftHelps