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info: Thank you for choosing Microsoft Store. An Answer Tech
(Microsoft sales specialist) will be with you shortly.
info: Privacy Statement
You are now chatting with 'Thea'.
Thea: Hi! Thank you for visiting the Microsoft Store Site! My name is
Thea, how may I help you?
You: Hi there Thea, Where is my Surface Book? It was supposed to
ship by yesterday? Neil Popson Order ********** *@gmail.com Send
authorization code to email if needed
info: Your chat transcript will be sent to *@gmail.com at the end of
your chat.
Thea: Hello there! I would be happy to check this
information for you Neil. Please allow me 2-3 minutes.
You: Thank you
Thea: You are most welcome. May I know what is the
device version you have ordered please?
You: Surface Book i5 256GB dGPU 8GB
Thea: Thank you. One moment while I check this
information for you.
Thea: Thank you for waiting.
Thea: May I have the email address associated with your order please?
You: *@gmail.com
Thea: Thank you. I'd be happy to assist you today, but before we proceed
I'll need to verify you're the owner of this Microsoft Account. I'll need to
send you a code and have you read it back to me. I can send it via email to
the MSA, or via text message. We can also verify by having you go to a
website and generating a code. Which method is easier for you? Please be
informed that you may be charge for the text message depending on your
service plan.
You: email
Thea: Thanks! Please check your email for the verification code.
You: 81484867
Thea: Thank you !
Thea: I have successfully verified your account.
Thea: I am currently checking the status of your order here.
Thea: Please bear with me for a moment.
You: Thank you
Thea: You are most welcome
Thea: Thank you for waiting.
Thea: Upon checking your order here, it seems like there was a problem
with the item's weight and UPS is not able to ship it. What we can do here is
cancel this order and make a new order. I will be providing you a free
shipping. How's that sound?
You: It sounds kind of odd and scary. Let me think about this for
a second...
You: Where is the item right now?
Thea: Oh sure thing.
Thea: As of now, it is still with us. However, this will not be
processed anymore since there was a problem with it's weight and we are unable to ship it out. My
sincere apologies for the inconvenience.
You: What does that mean?
You: How could there possibly be an issue with the weight
Thea: My apologies. However we are currently looking for the root of
this issue right now.
You: Please do, this is kinda hard to
believe considering these are being shipped out by the literal thousands.
Thea: I understand that. I as a customer as well surely understand that
this process is not easy. And I apologize for the inconvenience. Let us go
ahead and check the availability of the item before we cancel this order.
Thea: This would be the Microsoft Surface Book - 256GB / Intel Core i5 /
dGPU
You: I do not want my order cancelled, I would like it shipped.
You: yes
Thea: Thank you.
Thea: The item is still available but not as a pre-ordered item
anymore.
You: What does that mean?
Thea: It means that if we place an order now and I added a free Express
shipping, you will get your device within the next 1-2 business days.
You: Does it ship out of Mississauga, Ontario?
Thea: Yes.
You: Okay, then I guess we will have to proceed this way. I just dont want to end up having to wait several weeks for
this.
Thea: I understand that. My apologies once again.
Thea: Let me go ahead and send the cancellation request for this order
first. Shall I move forward?
You: If that's what has to be done then yes.
Thea: Alright. One moment while I send the request.
Thea: Thank you for waiting!
Thea: I have successfully sent the cancellation request.
Thea: For the free Shipping, we need to place it with the full amount
and once the item has been completed, I will be requesting for a partial
refund for the $9.99 Shipping fee. Would that be okay?
You: Yes
Thea: Thank you.
Thea: May I have a phone number where I can call you for the card
verification and order information please?
You: 403-***-****
Thea: Thanks! Let me just set your order here
and I will be calling you
You: ok thanks
Thea: You are most welcome. Would the shipping information be same from
your first order?
You: yes ****************
Thea: Thanks!
Thea: thanks for waiting! Will be calling now
NP EDIT: On the phone for 6 minutes here confirming
information. She makes it very clear that she will be personally contacting
me via email to monitor my order and ensure the shipping info makes it.
You: Ok
Thea: Thanks!
Thea: Here's the Case Number of the chat: ****
Thea: Is there anything else that I can assist you with?
You: I didn't receive any information about the cancellation of
the first order, will that be coming?
Thea: Oh yes. In regards to that, you will receive it within the next 24
hours. I will as well be monitoring this order for you
You: In regards to waiting for the credit card
authorization, how long will that take?
You: I already had an issue once with this last week and cleared
it with my credit card company. I switched to paypal
on that order.
Thea: That will take at least 24 hours. It still depends on your
financial institution and may take just a moment.
You: Did you say you would be sending me an email with your
contact information?
Thea: Yes. I will be sending you an email where you can reply to reach
me directly.
Thea: I assure you that you will receive the email within this day as
well.
You: Okay thanks. Expect to have this item within the next 2
days. Cya.
Thea: Is there anything else that I can assist you with aside from this?
You: No thank you
Thea: You're welcome.
Thea: Again thank you for visiting the Microsoft Store, this is Thea and
may you have a wonderful one!
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