Hello *****. My name is *****, and your issue with your Surface 2 tablet has just been brought to my attention. After reviewing this issue, I would like to sincerely apologize for the inconveniences and frustration caused by this matter. I would also like to do everything in my power to make this right. I will be the agent assisting you with the problem from this point until we have completely resolved the issue. If I understand correctly, you received not only a defective unit, but then a defective, used unit as a replacement?
I am more than happy to work hard towards providing a brand new replacement for your product, and also to provide you with some compensation for this issue. Once you have responded and clarified that I have your issue correct, I will be able to move forward with this issue towards the best resolution available. I look forward to your response, please let me know if you have any questions or concerns. Thank you and have a great day!
Thank you for giving me a detailed explanation of this issue, as this helps me to provide the best possible resolution. I can definitely understand your hesitance to go through the return and exchange process again with how much inconvenience you have had to experience this far. I will do my best to make this process as painless as possible moving forward. I will put in the request for a UPS return on your product, and should have a response from UPS within 24-48 hours. Once UPS generates the return label, they will send you an email with the label attached and instructions on how to schedule a pick up. This way, you will not even have to take the package anywhere, and UPS can come to you at a time that is most convenient to pick up the package.
I will also be contacting the Surface department to investigate this issue and try to find out why you were provided with a defective replacement. This is not something I have encountered before, and I definitely understand why you are so frustrated with this. I do hope that this does not permanently ruin your perception of Microsoft, as this is not a normal occurrence. I am hopeful that by the end of this experience, I can do my best to improve your outlook towards Microsoft as a whole.
The 1st reply from Microsoft Specialist:
Compensation? zhun bo? microsoft credit for sure. We, singaporeans are not dumb ya. Microsoft wasted most of my time chasing after them and the turnaround time of waiting for the replacement
The 2nd reply:
Ya right, I was assured by this so called Microsoft specialist that the replacement should not be used and was supposed to be brand new.
If they bother to check on every device they sent out to customer, this shouldn't be happening to me. I believed the Service Center gave me a random used refurbs for my brand new surface 2. The serial number was few hundred thousands below.
Judging from this entire experience. Singapore isn't their main target market in their strategy.
Surface pro promotion too good. Now they want to run surface pro 2 same promo in sg to clear stock? Haha!
The 1st reply from Microsoft Specialist:
Compensation? zhun bo? microsoft credit for sure. We, singaporeans are not dumb ya. Microsoft wasted most of my time chasing after them and the turnaround time of waiting for the replacement
The 2nd reply:
Ya right, I was assured by this so called Microsoft specialist that the replacement should not be used and was supposed to be brand new.
If they bother to check on every device they sent out to customer, this shouldn't be happening to me. I believed the Service Center gave me a random used refurbs for my brand new surface 2. The serial number was few hundred thousands below.
Judging from this entire experience. Singapore isn't their main target market in their strategy.
I specifically request that fellow to provide me a detailed explanation on his investigation on why I received a defective used replacement. Hahaha.
However, to receive 2 defective units of the same product within such a short period of time leads me to believe that there is possibly an issue with the Surface 2 (32GB) units that are shipping to Singapore. This is something the business group and Surface Support is looking into, and I have requested that any updates be delivered to me as they become available.
A quick update on my case:
From Microsoft:
never mention about the refund or you already receive your refund ? Secondly.. it seems does not concern you anymore... since you will not get the most update of this issues. Even if there are updates what can you do about it?
Microsoft its organisation is so big... one representative... will not be able to handle this unless the CEO of the organisation starts to focus... on SG then we might see something done.
Round whole Funan. No surface pro in sight. Waste time only.
lol.
you were lucky.
2 months back, i already cannot find pro 1 anywhere in SG.
i rounded and called up whatever branch of harvey norman, challenger, newstead to hunt it down. even went to those branches which they said have but in the end don't have.
ms don't seem to be interested anymore. coz, they are not even launching pro 2.