Returned My Surface to Microsoft in Sealed Condition and Now They Refuse to Refund!

Lbabablack on 17/03/2019 - 21:30
Last edited 17/03/2019 - 21:31

Hi,

I bought a microsoft surface pro from microsoft online store late last year. i didnt receive the parcel within 2weeks so I bought another computer and i opened a dispute with my CC company that i have not received the parcel, which turned out that the DHL parcel they sent was left to be collected at my local newshop. anyway i got the parcel collected and cancelled the dispute.

I then contacted Microsoft to have the surface pro returned to them and they were very helpful on the phone and got the surface pro return lable from them and started the return procedures. however it took them couple of days to send me the return satchel and i was going overseas so they sent the return parcel a bit late to me. when i returned from overseas I was a bit out of the time frame of return they gave me. however when i contacted them and gave them my flight ticket and the time they sent me the satchel they could see i couldnt send it to them so they extended the time frame and i sent the package to them.

Its been more than a month i returned the surface pro in sealed condition (yes didnt even open the seal) and they sent me an email which says you have been refunded it takes 3-5days and nothing happens. contacted microsoft and talked to a manager and she told me we got the package it was all good you must be refunded as promised and an other mail you are going to get your refund in 3-5days and nothing.

called them again and they said they will investigate. today they sent me an email and said we cannot refund you because you opened a dispute late last year and second you sent it out of the time frame.

I gave them the calls reference numbers which they agreed to get the package returned out of the time frame and issue full refund. also showed them that i cancelled the dispute months ago and there was nothing i did wrong on that part.

till now its been about 6weeks they got the product returned in sealed condition and they have not refunded my money.

what should i do from now on? I have no idea whats going to happen and when i call them any one who picks the phone up says we cannot do anything as its our back office team that handles the refunds and there is no way i can talk to them directly.

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Comments

  • John Kimble on 17/03/2019 - 21:33
    +1

    dispute again?

  • Almost Banned on 17/03/2019 - 21:56

    Try the chargeback again maybe

  • Toons on 17/03/2019 - 22:08

    Microsoft are hopeless the only way is to threaten them with fair trading, if you have it all recorded in emails and calls made they don't have a leg to stand on they have a 30 day return policy no questions asked. but they make it difficult so make it difficult from them.

    Send them a clearly framed email outlining the facts. and you will no longer be dealing wth them that fair trading will now be acting on your behalf.

    Lodge all the details with fair trading

  • Ughhh on 17/03/2019 - 22:13
    +1

    i didnt receive the parcel within 2weeks so I bought another computer and i opened a dispute with my CC company that i have not received the parcel

    You opened a dispute with your CC without contacting the retailer first??

    • babablack on 17/03/2019 - 22:25

      I did call Microsoft and they told me parcel was delivered (if you read above i didnt find out parcel was sent to be collected at my local news-shop and there were no cards left at my house from DHL). so i contacted my CC company that i didnt get the parcel.

      • Ughhh on 17/03/2019 - 22:45
        +2

        So

        1. You hadn't received parcel for 2 weeks
        2. You called Microsoft and was told parcel was delivered- but wasn't told where?
        3. You contacted CC for a dispute
        4. Called Microsoft and was told it was delivered to Newshop
        5. Collected parcel and cancelled dispute.
        • babablack on 18/03/2019 - 00:18

          first i didnt have a tracking number later on they did an investigation they updated tracking ID to my order and it showed delivered. used that to contact DHL and they told me to go to local news-shop

  • [Deactivated] on 17/03/2019 - 22:16

    If you can, do the chargeback:dispute again and follow through with it, send them an email advising them you did and it no longer wish to hear about it. Sounds like you got all the evidence you need to win any dispute from their end. I’d you have to, go to Fair Trading. I doubt it will get that far.

    • babablack on 17/03/2019 - 22:22

      I have everything. I have calls reference numbers that they agreed to return out of the 30days also I have the call reference number from them saying I am eligible for refund. Also I have emails from a manager that clearly says in the email i must expect a refund as product has been returned to them. and 2 emails of full refund which says i must get my refund within 3-5days.

      I just didnt know how to deal with this situation when they dont issue a refund for me. I will contact my CC company with all the evidence. thanks

      • [Deactivated] on 18/03/2019 - 02:03

        I’ve never done a chargeback so I’m not sure of the entire process, but I’d basically just tell them everything you’ve said here and that you have proof and I don’t see how they could argue it. You shouldn’t be so inconvenienced for their incompetence. Best of luck. Let us know how it goes.

  • HighAndDry on 18/03/2019 - 11:02
    +4

    Seems like a litany of errors on your side:

    You didn't realise that:

    the DHL parcel they sent was left to be collected at my local newshop.

    And then:

    when i returned from overseas I was a bit out of the time frame of return they gave me

    And the fact you opened an invalid credit card chargeback claim which, for obvious reasons, no seller likes.

    Keep pestering MS for the refund because you have already sent back the unit, but honestly this is your fault multiple times over.

  • Baysew on 18/03/2019 - 11:50

    Reminds me of this -

    Microsoft didn't get rich by writing cheques

  • Nutrino on 18/03/2019 - 14:19
    -1

    What is a news-shop?.

    • askme69 on 18/03/2019 - 15:15

      Newsagency, Post Office agent maybe.

      How long outside of the return window were you?

      PS: If you new of a timeframe to have the goods returned by and you knew you were going to be overseas, you should have organised with someone to return it for you.

      • babablack on 20/03/2019 - 11:49

        please read again, many people asked the same question. i called them up and they agreed to have it returned out side of the 30days so that problem was solved only after i returned it they madeit a problem again

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