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Surface Pro 4- Technical support Australia

I will repeat the story with the hope something will come out of it, at least I will know other users will be aware of the possibility and be careful when dealing with Microsoft Australia technical support.

First Case- September- I bought a Surface Pro 4, the keyboard wasn't connecting well, after many attempts, including rebooting, downloading new drivers and remote assistance, I was told to send the keyboard for replacement.

The second case- New keyboard also didn't work, again we tried remote assistance, rebooting, wiping the device and downloading new drivers. It was established that the Surface Pro 4 has a hardware issue and I was asked to send it to the technical service in MINTO NSW Australia for replacement. 

Third Case- November- A week later, I received back my Surface Pro 4, same device, not only it wasn't fixed, the technical service center damaged it to the degree it cannot be used; the power button and fan are damaged.
Whoever ruined it (someone at the service center) didn't /isn't taking responsibility, and now they also claim I sent a damaged product.

1. Why would I post a product that will be refused servicing?
2. How can I reboot, download new drivers (serial number "image" related, so it is documented with Microsoft) and do remote assistance with Microsoft personal if the product is broken beyond the ability to turn it on!
3. I have and shared pictures that show the device is in perfect condition before it was sent.

The escalating team said the product was packed well (recorded the conversation) and arrived without any external damage. 
Now the escalating team sent pictures of the working device to the technical support to decide if it is my doing or their doing, but why will the Australian technical support people take any responsibility for something they know they did, they are trying to put it on me from the first go.

1. Before sending anything to Microsoft, if you cannot walk to a store, make sure you take a video, shows that it works in perfect condition, you never know who is receiving and servicing your product.  

2. The escalating team refuses to provide me with a direct number or call me back, no one at the service number is willing to /able to do anything to help.
I am searching for the legal details of Microsoft in AUSTRALIA, so I can launch a consumer complaint against them locally, if anyone in this form knows their details that will be great, customer service refuse to provide it.

Thanks and I truly hope no one else will have to deal with this kind of service from Microsoft.  

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First of all, I highly doubt that someone in the servicecenter damaged it.
Most likely, it was damaged during the transport. So when the servicecenter receives it, they send it back. 
Why? Because theres physical damage which is not covered under warranty, so they send it back.
In this case, they have to investigate whether it was damaged during transport (If you have pictures before you sent it, great!)

They also take pictures at the service-center when they receive it, so if it was, you´ll most likely get it exchanged.

You do understand why they sent it back right? Otherwise customer can send in broken devices and complain like you do.  What they do is start an investigation, was it damaged during transport? Great, exchange it.

1. A great idea, combined with the pictures from the service'center.

2. You will be contacted as soon as they have deicided, 
If you want to complain (Why really?) then the contact info for Microsoft Australia is:

Sydney (Head Office)

Customer Support (Australian callers): 13 20 58

I´d recommend you wait until they reply (or contact them again to get an update) so you can get your device exchanged. If it is like you say, it was well packed, worked when it was sent in and then arrived damaged at the service-center, then you have nothing to worry about

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It was received in good condition as adviced by the escalation team and I didn't send a damaged  product.

The number you offered reaches the service center in the Philippines and they don't have or refuse to provide the legal info of Microsoft. 

Why to make a complaint? Because I'm been abused by a big company that ignore consumers and it's not fair and not right to be bullied like this.

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I do not know why the number goes there, that´s the number listed for Microsoft Australia.

I don´t see how you have been "abused". The Service-center received a damaged product, so what do they do? They send it back because it´s not covered by warranty. 
You can´t expect them to just go with your word and replace it? They will start an investigation and if so, exchange your device (if it´s due to transport damage).

You can complain but I do not think it would lead to anything. If you have proof that you sent it in un-damaged (which also will be visible on the service-center photos) then you have nothing to worry about.
I do not understand how you can see it as "bullying". How many other companies would just go with your word? (oh, it was whole when I sent it!).  None. They have procedures (In this case, look at the pictures of when the device arrived, is the packaging sufficient etc?).


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I agree with you, there is no reason for them to trust me, and this is the problem, I know I sent a product in good condition and now I need to prove it, just because someone at their service center decided to be dishonest, there is zero chance that they will just believe me now add to that that there is no direct number to the technical support nor legal information about microsoft in Australia,  even community people as you are sceptical about my claim as it's seems so unreal, the pictures i provided were sent to the technical center where it was damaged...... I guess this is 1300 dollar gone to waste.

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And until you have received an answer if they will exchange it or not you should wait. 
Since they do take pictures of the device when it arrived, and of the box, it will be pretty easy to see where the damaged occurred. I think youre getting frustrated before even knowing what they will say, just wait for the answer from the escalation team, and then depending on the decision you can complain here. 

Imagine the same situation, I send in a device to the servicecenter with a broken screen. And when they receive it, they send it back of course. 
I complain that I sent it in when it was whole, without any proof and without any damage on the box. Should they believe me from that info? That would be pretty stupid for a company right? 

Until you have an answer from them, nothing will come from complaining here and claiming that "Microsoft bullies you and the people working at the servicecenter broke it and wont stand up for it". Its pretty lame if you ask me

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Lame or not it's the truth, and it's been over a week without a respond from the escalation team...put yourself in my situation. No one to speak with and people like you that confirm Microsoft approach about this kind of situation. 

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Last updated October 25, 2021 Views 298 Applies to: