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info: Thank you for choosing Microsoft Store. An Answer Tech
(Microsoft sales specialist) will be with you shortly.
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You are now chatting with 'Will '.
info: Your chat transcript will be sent to *@gmail.com at the end of
your chat.
Will : Hi! Thank you for visiting The Microsoft
Store Website. My name is Will and I will be assisting you. How may I help
you today?
Will : We have not heard from you for some
time. Do you wish to continue to chat?
You: Yes hold on.
You: Hi Will. I'll try and keep this as short as possible. I preodered a surface book on the 14th. This is an i5
Surface Book 256GB dGPU, which I seem to have to
repeat every time i ask a question. The order
number for that is **********. The last rep I spoke to said, and I quote,
"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?.", "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." "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."
So of course I did that. Now I'm looking and I have 2 orders going. The new
order number is ********. The status of that one is "backordered" and
"Ships by December 4" What the fuck is going on and when will i get my order?
Will : I am sorry for the inconeninece.
Will : Do you have case number that I can
check?
You: Yes, one moment please.
You: **********
Will : Thank you.
Will : Please give me 2 to 3 minutes to look it
up.
Will : Thank you for patiently waiting.
Will : Thank you for patiently waiting .I’ll be
checking all resources and tools here so that I can assist you further. Would
it be fine if I put you on hold for another 2-3 minutes?
You: Not a problem.
Will : Thank you.
Will : Thank you for patiently waiting.
You: No problem
Will : We are sorry for the delay.
Will : We have opened an investigation
regarding your orders.
You: Not a problem. Waiting patiently
Will : As of the moment , we still do not have an information that we
can share but rest assured the I will be looking in to the matter and will
email you regarding the progress.
Will : Both of your orders are still in process
and either or both can go through .
You: I can't even begin to describe how fucking annoyed I am
You: I started this chat, what? 45 minutes ago? And at the end of
it I have been rested assured that nobody has a fucking clue what they are
doing and both orders exist
Will : I can understand that must make you feel
upset and we are working toward fixing this situation for you.
You: A little transparency would be nice
You: (a) Is it true that I had to cancel my first order? Cause that doesnt make any
sense. (b) Is my first order going to be cancelled at some random point in
the future? (c) Is my second order going to ship some time
in the next day? (d) why did the previous rep tell
me those things? Are they possible? Why havent i recieved any email from her?
Will : The issue was about the invalid product
weight which was strange in a way that we have not encountered that issue
before and the decision to cancel and process a new order with an expedited
delivery , to me is unpopular.
Will : However we will try to fix the situation
in every way we can.
You: Which ways can you fix it?
Will : The case is currently escalated to our
manager and we are awaiting for a resolution.
You: Is it true that the UPS tracking information said it was an
invalid weight?
You: If so I assume my first order is sitting in a box with my
address on it?
Will : The order is in process and has a
possibility to be delivered. to answer your second
question.
Will : The information was not from ups.
You: Okay, well, thanks for doing what you could Will. I really
hope to hear from you and/or your manager and/or the previous rep tomorrow.
And I don't want to hear about another fucking issue. I just want to see one
of the orders killed and the other with shipment info.
You: Can I have the reference for this chat?
Will : The same reference number. **********
Will : You will hear from me since this was
already transferred to me.
Will : I will make a follow up as soon as I
hear from my manager.
You: Okay, much appreciated.
Will : Thank you.
Will : Is there anything else I can help you
with?
You: Nope, thanks.
Will : Thank you for chatting with Microsoft
Store! I still hope you have great night! Goodbye...
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