Sent device back to Microsoft for repair, service center received an empty box

affinitysavanna

Chat support said:

I understand where you are coming from, so I did my best to gather more information about the order I see your case was escalated and in this case there was no item received in the shipping box, so unfortunately the order cannot be completed.

I know you might be thinking that I'm not trying to make it easy for you, but in the end, I only care about your satisfaction and finding the best solution for your case, in this case since if you believe the error was maid from the courier side you can try to submit a request with them, however as much I'd love to help you there was no item received in the box

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I already told them about the shipping label stuff but the chat support didn't seem to understand or accept it, I then asked to speak to their superiors which they replied with:

"This is not quite a matter of empowerment, really. You must be bored of sometime in the past hearing someone say, "my supervisor will say the same thing that I said here", it leaves a bad taste in the water and damages our trust based relation. However in this case, the case was already escalated and this is information we have gathered"

What are my options now?

affinitysavanna

I have sent an email to Business Conduct and Compliance <buscond@microsoft.com>
I'll await their response.

leonj

Who has coals just lying around to switch a packagee in the delivery network?

affinitysavanna

leonj said:

Who has coals just lying around to switch a packagee in the delivery network?

That's what I don't understand, at first they told me that they never received ANYTHING, then yesterday they said they received coals? I even asked for proof of it this and they never sent proof or images? then today they are saying again that the package wasn't received. I don't know what the hell is going on here.....

visidigi

affinitysavanna said:

leonj said:

Who has coals just lying around to switch a packagee in the delivery network?

That's what I don't understand, at first they told me that they never received ANYTHING, then yesterday they said they received coals? I even asked for proof of it this and they never sent proof or images? then today they are saying again that the package wasn't received. I don't know what the hell is going on here.....

Does tracking show it was delivered? You have the label they sent you so you can check this right?
The service centers work on product tags/serials, not the courier barcode (as this can be changed, replaced etc but your serial is the unique element in any service request). This is why the would have said they don't have it initially - because the serials hasn't been and apparently won't be scanned in.

The MS support I have dealt with in the past is global - which means that is difficult for them to comprehend local law nuances. You will need to persevere with them to get them to understand the obligations on MS here.

visidigi

leonj said:

Who has coals just lying around to switch a packagee in the delivery network?

It may have been swapped before it got into the courier network. Tracking events are critical to understanding the circumstances

nyermen

There's a possibility that UPS will have package weights recorded.  I can't see even a full box of coal weighing as much as a surface.

affinitysavanna

visidigi said:

affinitysavanna said:

leonj said:

Who has coals just lying around to switch a packagee in the delivery network?

That's what I don't understand, at first they told me that they never received ANYTHING, then yesterday they said they received coals? I even asked for proof of it this and they never sent proof or images? then today they are saying again that the package wasn't received. I don't know what the hell is going on here.....

Does tracking show it was delivered? You have the label they sent you so you can check this right?
The service centers work on product tags/serials, not the courier barcode (as this can be changed, replaced etc but your serial is the unique element in any service request). This is why the would have said they don't have it initially - because the serials hasn't been and apparently won't be scanned in.

The MS support I have dealt with in the past is global - which means that is difficult for them to comprehend local law nuances. You will need to persevere with them to get them to understand the obligations on MS here.

Yes, it was delivered to their service center on the 25th of May. But since then they kept saying it wasn't received, then yesterday they said it was a package with coal inside. Yeah I have sent an email to their Business Conduct and Compliance <buscond@microsoft.com> department so will await a response there. Obviously I can't just let this go! the ****ing thing cost me nearly 2.5k.. Absolute dismay over this and it's causes me to have anxiety and panic attacks which I've not suffered with for a very long time. I need it back urgently for work too.

affinitysavanna

nyermen said:

There's a possibility that UPS will have package weights recorded.  I can't see even a full box of coal weighing as much as a surface.

Exactly this, so someone has tampered with the package on route somewhere... Ms hasn't given me proof of what they have received either. I can't believe they aren't even trying to help me with this. What a joke.

affinitysavanna

Ok so I called UK customer support and he went through the case, he is now appealing the decision to the higher level, I said was in touch with citizens advice and this forum about it regarding the shipping and he understands, as other chat support do not understand local laws as someone said earlier, but now it's weekend so I am going to have to wait another weekend without any information or progress, I feel sick over all of this