This review has shared guilt between support, repair and warranty specialist, and store employees. it has been shortened due to character limit

Jan 2, I created a case to repair my Surface - touchscreen issue (3rd time in 3yr). Device pickup on Jan 5. I went to the store, an associate checked the device to make sure it is a touchscreen issue, told me they don’t have my model, and that I had to send it to the service center. They boxed my device, printed receipts, and told me to drop it at UPS.

Jan 13, no word. I called support. Misgendered me countless times, told me my device is held because of water damage. Water damage? The device is 6m old. I never dropped it in water, and used it with care and made sure I never got it wet.

I escalated the case. They told me they need 3-5 days. They did not need that because after 5 days, no response. I messaged support. Nobody could tell me where my device was or who could help. The agent sent a email and promised update me. They did NOT respond to my emails. Their name is Jearold Apiag.

Jan 16, chat support, asked for update. Nothing? make sense. -Cris Diane D

Jan 19, emailed Cris for update. No response.

So again. I called and texted support. I was told my device was being held and did not have an update. This was the second time I escalated the case and demanded that I get more info. Nobody helped.

After 2wks and pleads, I got in contact with Brylle, a warranty and repair specialist. I got a call later detailing what I needed.

I was told I needed proof from the Experience Center that they checked my device and said there was no water damage, and the only reason they couldn’t give me a new device is because they didn’t have any. I needed the sales associate’s name, and I needed written documentation.

Except I was given 24-48hrs, after they held my device for 10 days. I fought for time.

Unfortunately I live 1.5hrs from the store, so I couldn’t find time to commute that weekend. I called. Mia, who picked up, told me I would receive a call from the store in 24-48hrs.

48 hours, no word, I contacted Chat Support again. I had to get in contact with Microsoft or else they would return my device.

I was assured again by John that the case would be taken care of. The case had been messed up on the website and had been “cancelled”. I made sure this wasn’t true. I emailed Brylle. no response.

Today, the WORST customer experience. 1:13am, Brylle responded and let me know I had to go to the physical store. I have a job and school..

However squeezed time at 6:30pm. The store closes at 8. The team was unknowledgeable on what to do. They could not write a formal letter, print proof, or call anyone else for assistance. Manager told me there was nothing they could do. I begged, I had them check the day I came and guess what!! THE APPOINTMENT WAS CANCELLED. No information about my appointment, and no work authorization available. I never received the email. I was stuck waiting for support to contact me. I called 4x, and chat support. My distressed messages were received by Abby M., who had a repair team call me, follow by Brylle. But it was too late, at 8pm, Brylle accidentally disconnected, which left me begging. BEGGING the store. The manager told me immediately at 8pm to leave. I couldn’t do anything but fight for a couple more minutes but they refused. Security and the team were huddling me. Unacceptable. It wasn’t even 8:10pm. I almost cried in the store by I left.

Brylle finally called me back and I explained. Lackluster apology, promised to look at my case further, and finally escalated it a 3RD time. At this point, Microsoft doesn’t even have my work authorization. THAT IS ILLEGAL.

I am exhausted and overwhelmed. No customer should ever feel helpless and like they were lied to. You failed as a company and your support is terrible. So go and focus on innovating, and forget the people who allowed you to do so in the first place. Absolutely unacceptable and embarrassing for you Microsoft. You deserve 0 stars.

I will hear back from the case soon (another 48-72 hrs)***