My name is kunal chowdhary and i had purchased microsoft
surface pro 4 recently in feb 2017. However during the course of last week of may 2016 there was an issue with the charging port of laptop and the laptop was not getting charged. On googling and seeing various alternatives i came to know that i can create a repair for my surface and send the same for repair. I did the same on 25 may 2017 and with a prompt reply microsoft
team scheduled a pick up for my product. I was advised to pack the surface book properly using a proper box and everything. The laptop was packed in front of the shipping person
in absolutely perfect condition (Except that the laptop wasnt getting charged) and the same was shipped to microsoft
warehouse in india. On 31 may 2017 i received an email from microsoft
team stating that they have received the product and they emailed saying, 'your item will be reviewed by our exchange center and a replacement will be processed. Your replacement item will ship soon (Usually within a few days), subject to inventory availability and shipper delays.'
Pursuant to the above email on 2 june 2017 i got another email from microsoft
stating that your product has been repaired and shipped back to you with the awb number.
Pursuant to the above email, i received my laptop on 6 june 2017 and when i opened the box i see that my laptop screen is completely shattered. Seeing this i got a very big shock that for such an expensive product screen is broken (I assumed that it was broken in transit). I immediately contacted all possible people microsoft
service center (Toll free number) microsoft
warehouse in india.in the meanwhile i saw that let me check if laptop is getting charged. Surprisingly the laptop was getting charged and there was a dent near the charging dock and the screen had mainly shattered from that point itself. On talking to the customer support team they informed me that they received the product itself in damaged condition. I was surprised that how can they even say such a thing and if they received the product in damaged condition atleast they can call me and inform so that i can check with fedex
(Chosen by microsoft
) as to how the laptop was broken in transit when it was absolutely perfect when it left from my office. But no conversation what so ever. After talking to customer team and escalation team for over 10 days i gave up all hopes since they were saying the same thing again and again that they received damaged product and they forfeited my warranty. Moreover i have sent them pics of laptop being in perfect condition when packed and received in damaged condition. However, they have not responded to those messages. Also when i am asking them for photos (Since warehouse in india is outsourced and these people send pictures of products received to microsoft
hq) i have refused several times stating that this is microsoft
property and we cant share photos. Such an incident can happen with anyone and microsoft
refuses to help me in any way. They asking me to buy a separate monitor and use my surface as a cpu thats it. Even after emailing everyday that can we have a call to discuss no response has been received. Moreover they arent even sharing pictures, for someone who buys a laptop of rs 80000 this is what service microsoft
gives in india then i would recommend all india people not to buy microsoft
product since there is such a bad response from their customer support. I will like to post this so that others who have microsoft
and ever face such a problem beware of microsoft
becuase they will call your laptop break it ans send it back to you.
Microsoft customer support has been notified about the posted complaint.