Microsoft Support Declined to Replace Damaged Device within Warranty Period

kaitoivan on 13/11/2018 - 14:56
Last edited 13/11/2018 - 15:06

Hi fellow Ozbargainers,

I'm recently run into a conflict with Microsoft support, here is the story:

  • I bought a Surface Pro 4 from Harvey Norman back in Nov-2016, then 1 month after, I went to Microsoft store in Sydney and bought the Microsoft Complete cover for the surface, would extend the warranty coverage to 2 years with replacement option up to 2 accidental damages.

  • Fast forward to Sept-2018, I have an issue with my device due to liquid damage, so I've contacted Microsoft support and request for a replacement.

  • The MS support was then asking for the proof of purchase for the MS warranty cover, unfortunately, I don't keep the invoice anymore. Although I was a bit surprised because from my Microsoft account, my device is still within the cover period (similar to manage Apple devices, you will see the warranty period of your devices). The support agent came back and said they couldn't find any details of my coverage and claimed that by default device would be covered by manufacturer warranty for 2 years, so what's showing in my device details didn't mean it has the extra cover (despite the fact that I have found on MS website stated that default manufacturer warranty is only 1-year)

  • I was asked to contact the MS store in Sydney to get a copy of the invoice, then they will proceed with the claim. I've tried to contact the store through the number from the website but it would end up going to customer support instead of the store, they told me that they will send me a copy within 24-48hours, but after almost 2 months, it never came. Up to this day, they still to deny the claim even when I've shown them that I have a transaction record from my bank statement that I've purchased from MS store on that day.

  • I've tried to escalate this to MS representative on Twitter but it went back to MS support, who then took me on the exact same ride: confirmed the store will send, then disappeared. They still refused to do the replacement, even though the warranty details should have been updated on their system after I bought the extended cover, something MS support admitted it was their fault.

  • I've also sent them an email on 31/10 and told them that I will file a complaint to ACCC after 10 business days if they failed to resolve this issue.

At this point, it's very likely I will have to file a complaint, but I'd like to know if there is any else I should do? should I take this to court?
And since I'm in VIC so I can't physically go to the store.

Thanks, all.

I've attached here my device cover and the cover period showing: https://imgur.com/a/72Q2eZ9
Attached the linked to Microsoft Complete cover

TL;DR: MS support refused to do the replacement for damaged device even though I have bought the extended cover, no invoice but I have transaction record from the bank statement.

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Comments

  • [Deactivated] on 13/11/2018 - 14:59
    +9

    Let MS know you have now taken the issue to ozbargain forums. They will replace immediately.

    Can you personally visit the store you purchased cover from to get an invoice copy?

    • kaitoivan on 13/11/2018 - 15:07

      I forgot in the post, I'm in VIC, the store in Sydney, they don't have any representative other than NSW.

    • follow on 13/11/2018 - 15:13

      That would've likely fixed the whole thing up. Just bring the bank statement and print it out.
      Process the claim in store as well.

  • HighAndDry on 13/11/2018 - 15:03
    +2

    I'm assuming normal cover doesn't include liquid damage, only the extended cover does. Which is why they need proof you've purchased that extended cover, and why it's not enough just that your device is still under the cover period on your account.

    I get your logic that you couldn't possibly have 2 years of warranty without having bought the extended warranty though (on the flip side, they may have had promotions, or other markets, where they do offer 2 years of standard limited warranty cover). Is there any electronic invoice for the extended cover that might've been emailed to you? I'd have a look for that, because almost everything has an electronic copy these days.

    • kaitoivan on 13/11/2018 - 15:14

      The thing is I have transaction record from MS store, besides, the store even confirmed with the support team that they have the purchased record of my device as well. I just don't know why the MS support still insists on the invoice.

      • HighAndDry on 13/11/2018 - 15:16

        I think because only the extended warranty (complete care) will cover the liquid damage, so they need to make sure that you've purchased that specific product.

        Or it's just their system being difficult. Next time you call them up, make sure you've emailed them everything first (proof you've made the purchase, proof from the store you've made the purchase, etc), and then ask to speak to a supervisor who'll have (hopefully) the power to override requirements their system might have for normal CS reps.

      • whooah1979 on 13/11/2018 - 19:23

        MS support still insists on the invoice.

        acl allows the supplier to request proof of purchase in the form of a tax invoice before they provide a remedy.

    • trustnoone on 13/11/2018 - 15:25
      +1

      on the flip side, they may have had promotions, or other markets, where they do offer 2 years of standard limited warranty cover

      This is what I'm thinking as well, Microsoft and Asus are the main two companies I know of that typically say they have 1 year warranty but usually when I buy a device from them it comes with an extra year added in for some reason or another. I wouldn't be surprised for that on the surfaces.

      @OP
      In terms of invoice, it seems they're happy to move forward as long as they have a copy of it, usually M$ store in sydney will email you the invoice when you purchase (they did that for me with my xbox), might be worth checking your past emails for the purchase as hopefully that will save you.

      As far as I'm aware though, bank statement should be appropriate as receipt, though I'm not surprised they wouldn't know that.

  • Davo1111 on 13/11/2018 - 15:03
    +6

    I have an issue with my device due to liquid damage,

    warranty won't help with this.

    • stratbargain on 13/11/2018 - 15:06
      +4

      *Accidental Damage from Handling (ADH) is limited to damage resulting from dropping the covered product, spilling liquid onto it or screen/glass breakage of product. For covered defects and/or AD damage, maximum of two (2) claims. Each claim is subject to a deductible as set out in the contract terms and conditions.

      Complete care will cover it

      • Davo1111 on 13/11/2018 - 15:08

        ok, if OP has complete care. Send a letter of demand, then book it for ncat.

    • kaitoivan on 13/11/2018 - 15:08

      This is the additional cover, Microsoft Complete, similar to Apple Care.

      • Randxyz123 on 13/11/2018 - 15:47

        Do Microsoft stores not email receipts ?? Is there nothing in your emails that prove you bought the cover ? I’m not saying you didn’t but clearly either their systems are wrong or somehow it was never added to your account or associated with your device.

        Have you got paperwork or anything for the cover ? Surely there must be something? They can’t just leave you with a receipt which inevitably will get lost.

        With apple care you can login and see that you have coverage. If there are any cheap flights to Sydney going and you can get there I would be booking one and going to get that receipt reprinted as that is likely the only way you’ll proceed further.

        • kaitoivan on 13/11/2018 - 15:52

          I couldn't recall if they ever did, I've tried to dig up my mailbox as well but couldn't find anything, but I have transaction record at the store on that said day. I had the physical receipt when bought the cover but lost that. That's where the trouble at.

          I asked MS if they would cover the flight to Sydney but they didn't respond to that.

          • jnewau on 13/11/2018 - 18:14
            +1

            @kaitoivan: You should have been sent an email. You then need to register it, otherwise the Complete doesn't get activated. This appears to have happened here. Search your emails for http://myservice.surface.com and see if you can find anything.

            It's showing 2 years warranty because that's the standard warranty in Australia. It's 1 year in some markets (US) but in countries with strong consumer protection law they offer 2 years to save being slapped down with ACL a lot.

          • jsb on 13/11/2018 - 20:25

            @kaitoivan: @limbtz: May be, they have wrong email address on the system. Next time you call, do confirm the email address where they are going to send the invoice

          • Randxyz123 on 13/11/2018 - 23:38

            @kaitoivan:

            I asked MS if they would cover the flight to Sydney but they didn't respond to that.

            No they won’t or not initially. If you are able to take a day of leave. You can get $150 flights during the week. Shouldn’t take more than a day.

            I think the other poster is correct. The extra warranty hasn’t been activated.

            Make a new gmail just in case it has been caught in a spam filter. When you call them, ask for a senior advisor or rep. Get them to send through the receipt to your new email. The crazy thing is, you bought it from them but they can’t tell so I bet it’s partly their systems.

            I don’t necessarily think MS is entirely in the wrong here. The phone advisor is telling you what is on their screen. I’m not sure if it is your responsibility to register it or the store does it. I know with apple care you can buy it later but must show your device in perfect condition or it won’t be activated… Did you do this ?

  • qwerty on 13/11/2018 - 15:05
    +1

    Why blame microsoft for not sending you proof of purchase in 2 months when you also didnt follow them up about it for 2 months ?

    Also good luck with the accc and liquid damage under warranty .

    • Tech5 on 13/11/2018 - 15:38

      Because they should do their jobs, that's why. Whether or not he follows up does not affect whether or not they should send it.

      • HighAndDry on 13/11/2018 - 16:02

        It's not actually their responsibility to send OP a replacement invoice - OP should've kept that themselves. It was the store's job to have property registered OP's extended warranty though…

        • Tech5 on 13/11/2018 - 17:21

          I'm more so saying, If they said they will do something (i.e. send it) then do it. If they don't want to or cannot, then say so

  • boomramada on 13/11/2018 - 15:18
    +1

    I don't keep the invoice anymore

    Contact HN, they will email you the invoice. They supposed to keep it for 7 years?

    • HighAndDry on 13/11/2018 - 15:36

      OP purchased extended warranty directly from Microsoft Store, they're the ones dragging their feet sending a copy of that invoice to OP.

    • whooah1979 on 13/11/2018 - 19:29

      They supposed to keep it for 7 years?

      https://www.business.gov.au/new-to-business-essentials/serie…

      You need to keep your records and documents for different amounts of times depending on the government department or organisation that needs the information.

      Australian Securities and Investment Commission (ASIC) requires companies to keep records for seven years.
      The Fair Work Ombudsman (FWO) requires you to keep employee records for seven years.
      The Australian Taxation Office:
      Requires you to keep records for five years after the records are created. For example - a document used in the 2016 financial year must be kept until the end of the 2021 financial year.
      If your business owns assets, Capital gains tax may apply. In this case you may need to keep records for longer.

  • ausdday on 13/11/2018 - 15:55
    +3
    1. Airtasker someone to go into NSW store to pick up the receipt?
    2. Take a 10 hour drive to sydney to pick up the receipt?
    3. Get a cheap flight to Sydney to pick up the receipt?
    • jsb on 13/11/2018 - 20:27
      +1

      +1 for airtasker

    • kaitoivan on 13/11/2018 - 22:10
      1. I don't think airtasker can do that, they probably would ask for ID or some sort, can't just give out invoice to anyone, right?
      2. 10 hours drive is just 1 way, gotta add the return trip too. 20hrs..dang!
      3. Possible, will think about that. Thanks.
  • Savas on 13/11/2018 - 16:03

    sending a complaint to the ACCC doesn't actually do anything. if you actually want action you need to go to court.

    • Diji1 on 13/11/2018 - 17:12

      You can contact Consumer Affairs in your state (sometimes it's named something else) instead of going to court.

      • Savas on 13/11/2018 - 17:18
        +1

        can't they only provide advice though

  • eggles01 on 13/11/2018 - 16:23

    CONTACT DEPT>FAIR TRADING IN YOUR STATE OR TERRITORY THEY MAY HANDLE IT FOR YOU OR DIRECT YOU TO WHO EVER CAN HELP YOU

  • yoonibear on 13/11/2018 - 16:34

    Only way might be to visit the store specially if you've been stuffed around for the best part of 2 months.
    Book a cheap flight to Sydney (think of it as a weekend getaway with your wife) and get it sorted in person. Unless they want your HN receipt - in that case, hit up the store.

  • Burnz316 on 13/11/2018 - 18:04
    +1

    MS support is terrible. It's offshore and they will only read you the default lines.

    Like posted above, MS store in Sydney will rather email the tax invoice at time of purchase. Complete should also show on the MS account that the device is registered to.

    Does the Sydney store have an email address that you could contact instead of a telephone?

    When I was having trouble with getting my MS Band 2 replaced I sent a Facebook message and got a pretty quick reply. Try that.

    Good luck with it all.

  • Choogz on 13/11/2018 - 19:30

    OP PM me, I'll help you sort it out

    • [Deactivated] on 13/11/2018 - 19:45

      Bill, is that you?

      • Choogz on 14/11/2018 - 08:54

        Just someone that has dealt with the issue before in retail

    • kaitoivan on 14/11/2018 - 14:31
      +1

      A big thanks to @Curkz for helping me out. I've able to get a copy today.

  • oscargamer on 13/11/2018 - 19:33

    How did you pay for the extra cover?

    Dig up that payment line item, job done.

  • minniethemoocher on 14/11/2018 - 12:07

    I also bought Microsoft complete from the Microsoft store. I logged into my account into my orders picked all available and was able to print my tax invoice. Can you do this?

    • Choogz on 14/11/2018 - 13:41

      I believe the issue is the customer bought the device at HN so it won't show up under your Order history in the Microsoft store site.

      Complete (warranty) bought from another retailer usually is a single line item as well when printed on the invoice.

      This is due to the fact that it wasn't bought from the Physical Microsoft Pitt Street store.

      • minniethemoocher on 14/11/2018 - 14:36

        I bought my device from Harvey Norman, and later bought Microsoft Complete from Microsoft by ringing them up. OP like me bought their device at Harvey Norman and bought Microsoft Complete from Microsoft but from their physical store. Microsoft Complete appears in my order history in my Microsoft account but the laptop doesn’t obviously. The default date is 3 months so if you don’t put in the correct date you can’t see the tax invoice. Also you need to log into the account that the order was processed through. I am simply suggesting that the purchase could be under OP’s order history of their Microsoft account, like mine is. In fact in all my dealings with Microsoft tech support they have always insisted I provide my Microsoft account details (but I don’t know how the store works).

        • Choogz on 14/11/2018 - 16:10

          Oh I am not disagreeing with you at all it’s just things don’t always talk from a physical store to a device that was purchased outside the MS store.

          I apologise if I came across rude.

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