Got my surface device earlier this month but was unsatisfied due to some issues I thought was as a result of a defective graphic card.
Anyway, after a long chat MS decided to setup an exchange and I chose the advance exchange option which would require a hold on my account for the price of the device (which was £849 as I got it on a black Friday deal). So I received the new device (which turned out to have the same issue with the one I was returning, so I have to live with that anyway as it is minor), put the old one back in the box and handed it to UPS two days later. The following week, MS removed the hold on my account and I had my money available for use. Done deal right? But hang in there..
Just yesterday I was going to buy tickets for Winter Wonderland circus show and my card was declined. I checked my bank account online and my heart skipped. £5 was my available balance! I quickly checked the account statement and just down there, MS literally cleared my account last week (as I had £1105 in it) by taking £1,100. I quickly called them on phone and they claimed the device had a cracked screen. Which sounded like Chinese to me because I was still recovering from the shock I had when i checked my balance before I reviewed the account statement and I have absolutely no idea about why the screen should be cracked. I sent in a fully functional device without any damage.
I received feedback from the person investigating the issue yesterday and he said this:
Even though I was unable to reach you over the phone today, I want you to know that I have already started working on your resolution. What I am currently working on is I have reviewed the pictures of the packaging and how the device arrived at our service center. After reviewing the photos I have concluded that the packaging arrived to the service center intact without damage. Therefore the damage to the Surface would not have happened in transit and is comparable to one that has been dropped on its corner.
Yea... He did say 'Pictures' not the real package itself. This guy is in the US and package was sent to Germany.
I've sent him two mails today and still no reply and also, he still cannot explain to me why I was charged £251 more than the price of the device itself. My best guess is someone definitely did drop the device on their end and doesn't want to come forward or so. Now, I'm a little terrified about this because if they don't find a reason as to why there was a cracked screen from their end, they'll definitely stand on their ground that I caused the damage.
Also, someone correct me if I'm wrong, I do believe MS did breach a law here or something which is debiting my account without my consent. I believe I had to give them consent to use my registered bank account on my MS account because it was with my consent they placed a hold of £849 during the initial exchange setup so, after removing the hold I don't see what right MS had to go ahead and debit my account (not even a hold) without my consent.
Oh well! I'm just waiting for them to finish their investigation as it is very likely I'll be spending my Christmas with only 5 quids in my account (for an international student far away from home living in London) I'm still panicking right now trying to keep calm.
Can anyone give ideas of what I can do just in case they come with a conclusion that I sent in a damaged device because I'm NOT going to pay for someone else's carelessness or mistake.
Thanks (and sorry for the long post)
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Surface Pro 3 Exchange Problem with Microsoft watch
- Thread Starter
- 24-12-2014 14:03