Warranty Case – Microsoft Surface Support about Duo 2

Email 12/20/2022 – Your service order has been created.

Email 12/28/2022 – Your order is being processed.

Email 12/28/2022 – Your packaged has arrived at our service center.

Email 1/1/2023 – An Update Regarding Your Service Order

We continue to anticipate a longer than normal fulfilment time for your service order, as a result you may experience a delay. You will receive a notification to inform you of any updates.

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I contacted support via chat on January 8, 2023 and started getting different emails:

1/8/2023 – Microsoft Surface Support – support case opened with Microsoft Surface Support.

1/8/2023 – Microsoft Surface Support

Today, you contacted us because  you have not received your replacement back to you. We are glad that we addressed the situation by escalating this case with my repair team in order to get this situation sorted out for you and sending you an email so you can get in contact with me regarding this case.  

1/9/2023 – Microsoft Surface Support

I have been escalating this case with my repair team and working on it. The reason why you have no received you replacement is because we are out of stock for those devices. For that reason my team have explained me that in the next 24-48 hrs. an Specialist from our refund department will contact you to ask you more Information about this situation and proceed with a refund process

1/9/2023 – Microsoft Surface Support

In this case I have been checking this case with my support team and they have explained me that in this moment we have available the option to proceed with the refund that is why, you will be contacted in the next 24-48 hrs by someone from our refund department. However we might have stock available by the end of this month, However I can not assure you will be 100% sure. 

1/11/2023 – Microsoft Surface Support

Back and forth conversations, with one individual there. Ended up giving me hope because of this statement in that second Jan 9 email:

However we might have stock available by the end of this month, However I can not assure you will be 100% sure. 

The January 9, 2023 second email states that someone from the refund department would contact me in 24 to 48 hours.

Jan. 12, 2023 at 4:13pm a call came in, a difficult conversation (heavily accented female voice) went forward, the only clear information was “Full Refund” which I declined since I had no way of understand anything else that was said and I wanted a device so was waiting for the rest of the month to pass before finishing a decision anyhow.

The January 11, 2023 email states:

Thank you so much for your reply I will be checking and I will consider In case more replacement comes.

Nothing since the phone call on Jan 12, and email on Jan 11.

When I started the process I didn’t have a phone they could call. I just got one from AT&T on January 11th. I had told Microsoft there was no phone to contact me via. They called anyway. They lucked out, I didn’t.

I prefer email and text chat.

Simply want this online so I can see it and refer to it no matter where I’d be if something breaks.