Tim W.

I WILL NEVER EVER BUY FROM MICROSOFT STORE AGAIN AND I HOPE OTHER PEOPLE CAN TAKE NOTE OF MY EXPERINCE DETAILED BELOW AND MAKE YOUR OWN DECISIONS...
I bought the Microsoft Pro 4 with Cover Type Keyboard in Feb 2016 from the UK Microsoftstore.com site. In July 2016 a key became detached from the cover type (it had 100% not been miss treated at all, so obviously some sort of manufacture or design fault). After calling to explain the problem, they said there is nothing they could do about it. After asking to speak to a manager (as I was not at all happy), the same person (Alex in Customer Support), then put me on hold. After holding for 5 mins, he then returned and said that they would replace the product, but I was to send my product back to them first and they would then send a replacement. I packaged my keyboard up perfectly in the original packaging with the faulty detached key. After it arrived at their center, I then received an email saying the REPLACEMENT keyboard had been sent to me. When it arrived, I was horrified to find that they had sent my original keyboard back in a beat up old box WITHOUT my original packaging and WITHOUT the detached faulty key!
I then called their service center to speak to Alex and to explain the issue. Again to my horror Alex stated that it was not covered under warranty and that was the end of it! I then asked to talk to a manager as it was a ridiculous scenario. He said there were no managers and he would schedule a call back. I said no, I would hold until a manager was available. He said there was no point in holding as no manager could talk to me. I said I was holding until one was available. He then said he would have to cut me off so I said I was still going to continue to hold and it was his choice to cut me off. He kept me holding for 15 to 20 mins checking every few minutes to see if I had gone. What a surprise after 20 mins, there was a manager that I could talk to after all!
I then expected to have a sensible conversation and be treated like a good customer should be treated... well then it got even worse... having explained the scenario, the manager stated that my problem was not covered under warranty as the problem was 'damage'. When I pressed for an explanation (as there is certainly no damage on my keyboard), the manager (Sarah, who is apparently the 'Supervisor Escalation Team on Duty') stated that the damage fell under the 'Dented' statement on the 'not valid under warranty' clause. I was so shocked with this, I asked her to spell it to make sure I had heard her correctly and yes, DENTED was what she quoted out to me. When I a) offered to send her multiple photos to show there is no damage and certainly no DENT and b) asked her how a plastic key can possibly be described as 'DENTED', as expected she then simply avoided talking about the reason any further.
So... I then demanded my faulty key be returned... she then proceeded to tell me that she would have to call the service center and call me back. I asked for her number in case I did not hear back from her. She stated she could not provide me any number for me to call her back directly and that she could not give me any time frame. It took me a further 10 mins to get a commitment from her that she would at least call me back within 48 hours to at least say it is still in progress!
I then waited. I did receive a call back exactly 48 hours from the last call to say that the service department have said that they did not receive the key in the package. I said no way, that is not correct and that it was definitely in the package I sent to them. I asked how they can be so sure that it was not there (when I guarantee that it was) and Sarah informed me that there was a photo taken of the package as it arrived and it showed no key. I said no way, please send me the photos as that is absolutely not correct. She then informed me that she could not send photos out for security reasons! I then said no way again, I want to talk to senior manager as this is crazy treatment and explanations form a company as large as Microsoft. She said there are no other managers than her and she proceeded to hang the phone up on me!

So, Microsoft Store tell me that I have a DENTED plastic key and they did not receive my DENTED key and they can prove it by a photo that they are not prepared to send me! They then put the phone down on me!