Rant 1 – The Microsoft Support Saga
Episode 4 – A Conflicted Experience
After suffering another two tech-nerd-shaped human speed bumps on the road to satisfaction, I have finally achieved parity with my condition two months ago: I have a functional, defect free computer that willingly and repeatedly connects both audio and video to external devices. Receipt of my second replacement unit marked the 55th day since I first contacted Microsoft Support. That is one day shy of 8 weeks. Despite my nearly endless capacity for anger filled tirades about… really anything, I am struggling to elicit a rage filled summary for this exhaustive experience. A primary reason for this absence of spite filled motivation is due to my lack of reliance on my Surface Book. It is a luxury item for me, one of which I am quite fond, but an unnecessary device all the same. That, and I am undoubtedly calmed just having found the end.
However, my lack of rage should not diminish the significance of the sloth-like response rate and apparent apathy of every one of the near dozen Microsoft Support staff I encountered on this quest. Being a bit of a nerd myself, this isn’t the first electronic device I have purchased and with which I have had issue. This is, however, the first electronic device with which I have had issue that took 8 goddamn weeks to fix. I have replaced several phones and computers from the likes of Dell, HTC, Asus, Apple, etc. and I assure you that an order of magnitude separates the timelines of these experiences. To be entirely fair, the 8 week value has a decent chunk of my procrastination built into it, but there is no question the Microsoft Tech Support works on a different plane of existence than the rest of us. Suffice to say that I remain in a state of minor shock at the poor rate of service and almost complete deficit of accountability for the godawful performance by nearly all individuals involved. It was a shit experience only slightly dulled because I don’t need my Surface Book for anything critical.
My positive opinion on the Surface Book has not changed, but this has been an undeniably unpleasant struggle with the Microsoft Tech Support carnival. Mash the two distinct aspects of great product appeal and deficient manufacturer warranty and you have a thoroughly mediocre prospect. The real shame here is the expectation for more from one of the biggest and most illustrious names in the electronic business. Great expectations can lead to great disappointment, and Microsoft Support has really crapped the bed on this one. As much as I would love to wholeheartedly recommend the Surface Book to anyone interested, I have to pause because, despite the finely honed device, there is still the spectre of the imbeciles you might have to deal with should anything go wrong. Unfortunately, one cannot, and should not, divorce these attributes from one another.
Should other proverbial fecal matter hit the fan regarding my Surface Book again, I will certainly provide additional updates. For now I will keep my fingers crossed I do not have to encounter Microsoft Support again for a long, long time.
Look for a follow up supplemental with additional thoughts on the Surface Book itself.
Experience Rage Meter
: Fire and Brimstone
: Furious : Really Pissed : Pretty Pissed : Irritated : Very Tolerable
Uhh Florita seemed nice…? Staff was always courteous when ignoring you
Brutally slow response rate in all capacities, phone and online menus are infuriating, poor quality control top to bottom
Product
Microsoft Surface Book Core i5, 8gb RAM, 128gb SSD
: Unredeemable Shit; Avoid at all Costs : Redeemable but Still Shit; Avoid : Pretty Mediocre; Maybe if Cheap : Eh, Not Bad; Worth a Look : Damn Good; On the Short List : Epic; At the Top of the List Great form factor, screen (when it’s working), and keyboard Performance is limited, still well over $1,000 for the base model, weaker battery than advertised
Overall Ownership Experience
No comments:
Post a Comment