Microsoft Lost My Laptop - How do i chase?

[skilly1]

I sent my wok surface laptop off to repair under 2 year warranty. They sent me a replacement, however it was either sent to completely the wrong address or UPS delivered to the wrong address.

Microsoft admit this in email communications. Their support is in the USA, I have been on webchat 5-6 times and also spoken to them. They just fob me off or transfer me to a line which rings out. They say they have escalated their end.

They have said they need to wait for a investigation repot from UPS, this has been 5 weeks now. I can't believe they have not just sent another laptop out, why do I have to wait for an issue UPS or Microsoft created?

How can I escalate this, I have no idea who to complain to ! I have posted something in the Microsoft surface Facebook page but no-one got in touch.

[Vaud]

Who did you (or your company) buy it from?

Microsoft UK direct? Microsoft US? Reseller?

[skilly1]

it was bought from John Lewis, but I sent it back to Microsoft myself. The laptop was just under the 2 year warranty.

[essayer]

Where did you post it to?

[Vaud]

skilly1 said:

it was bought from John Lewis, but I sent it back to Microsoft myself. The laptop was just under the 2 year warranty.

Where did you post it to?

[skilly1]

Sent it back to a Microsoft UK address, I have not got the details of it anymore

[Spare tyre]

Twitter

Make a timeline of actions

[Vaud]

Start with these as routes:

https://www.complaintsdepartment.co.uk/microsoft-u...

You cloud also try a polite, short note to Satya Nadella and his Office of the CEO team will pick it up. Facts, bullet points, resolution needed. No war & peace.

I can't find the UK Msft CEO email - but she has a twitter handle @CindyRose

[skilly1]

Thanks, will give it a go.