On the 12th of last month, I ordered a laptop from the Microsoft store. On the 14th, it was lost en route in New Jersey. Here is a timeline of my experience thus far:
July 12 - Laptop ordered
July 14, morning - Tracking information provided / laptop shipment scheduled to be delivered that day
July 14, evening - Tracking information changed to “Scheduled delivery information is not available at this time. Please check back later” from “Estimated Delivery: 7/14/2014”
July 17 - I call into UPS to inquire about package. They begin a “package investigation,” and tell me they will be working with Microsoft Store further on the issue
July 25 - UPS calls me to ask if the package came or if the Microsoft Store had already sent a replacement. Confused, I answer I have just been waiting. They tell me the package investigation will continue with the Microsoft Store. Unbeknownst to me, the tracking page updates to “We're attempting to verify the package location. / Claim issued.”
July 29 - Not wanting to wait too long to get in contact with the Microsoft store, I call in. I am then told that UPS has already refunded to Microsoft the amount for the laptop. Agent tells me a replacement process will begin.
July 30 - Contacted by LK of Microsoft Store to let me know process has begun for replacement
August 4 - I follow up with LK to make sure I haven’t fallen through the cracks
August 5 - LK calls to let me know we can process the replacement that day. I call back, and as he is entering the information in the system, he notices that my laptop is out of stock.
August 6 - I ask if anything further might be done in my case. I get a polite non-answer before being met with silence
August 7, mid-morning - I email LK again, expressing my frustration. There is no reply :(
August 7, afternoon - I get in contact with someone else from the Microsoft Online Store named Blue to see what can be done. I am told I should expect a quick response from someone higher up the chain. An “immediate” response, as I was told. The hands of the clock continue to turn into the truly interminable infinite as I wait for an update.
August 7, early evening - I get a phone call at some point between 6:00 and 6:45. I attempt to call back, and an agent tells me I can expect another call that night. At exactly 6:58pm, LK emails me an evasive answer. I email back within five minutes, telling him to give me a call if he can, and then call him myself an hour and a half later. It appears he sent me an email at the very end of his shift.
August 8 - LK sends me an email at 11:30 in the morning, I respond. Eight hours later, no response.
August 8, evening - I give LK a call at 5:45 EST and leave a message in his mailbox, asking him to call me back.
At this point, I'm just trying to get in contact with someone who can help me resolve this situation favorably. It my sincere feeling I am being given the run-around, and have been let down by the support system at nearly every step. I've been told a couple times to contact LK, even after explaining that LK is not being responsive to me. 100% understand the dude is probably busy and has other cases to handle, but my response times are still chasmic, and no one is willing to talk directly to me who can provide pointed answers.
Case number: 1256314980, if anyone out there has the power to help lil ole me.
Thnx ya'll.