General Info

Chat start time

 Oct 28, 2015 12:28:52 AM EST

Chat end time

 Oct 28, 2015 1:38:54 AM EST

Duration (actual chatting time)

 01:10:02

Answer Tech

 Will

 

Chat Transcript

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 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 .Iíll 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...