If you have read enough of my blog, you will notice MOST of the time, I go about suxing about some poor services, something that doesn't work etc... Today, I am going to do something different! Yes, and Microsoft happens to be our focus today. Let me tell the story first.
My trusty Microsoft mouse finally broke down near the end of its warranty period and I figure I probably should send it back for a replacement. The mouse was show signs of skipping and I could even shoot properly in F3ar. So I begin to kick start the process by emailing Microsoft hardware. anyway, as usual the links was really hard to find and I think I just email the general support in the end. After which, I swap my mouse to something usable.
Within a day, I received a reply asking me to confirm some drivers, settings etc plus to give them the proof of ownership of the mouse, which I went through and promptly replied. Then I was too busy for a few days and spending some time outside office. So, I totally forgotten about it.
One afternoon not long after I actually got a call from a foreign number (I guess support is not hosted locally then) and a representative from Microsoft actually spoke to me on the phone, giving me an update that the Mouse is now schedule for replacement and I need to confirm that I will accept the replacement model (apparently my model was no longer in production). I was so surprise! When have the support bother to actually try and close the case by contacting the customer? In mose case, if you never call and bug them after a certain time period, they will just throw the case in some store room. But NOT Microsoft. They proactively contacted me (even a phone call, after I had failed to read my emails). After the verbal confirmation, I sent out my official OK on the email and the replacement Mouse came the next evening. n fact, I still got another call in a few days after that. The Microsoft representative wanted to check with me if I had gotten the replacement Mouse and whether it is working alright for me. Definitely a 5 ***** service I say. With that, I am also require to reply and close the case.
I know some of you will probably guess that their support KPI is probably based on cases closed, but their promptness and proactiveness in making sure the case get closed sucessfully is impresssive. I think this is one of the reason why even today. I still own the top of the line Microsoft Gaming products instead of switching to Razor or Logitech. OK, they are cheaper btw, but in no way inferior in my impression.
Well, maybe you can share your experience in dealing with Microsoft hardware support in my comments!
Showing posts with label RMA. Show all posts
Showing posts with label RMA. Show all posts
Sunday, August 14, 2011
Wednesday, July 11, 2007
Microsoft Hardware Warranty
I wonder how many people actually needed this. J once had a mouse that did not work out of the box. Sent it to the SLS shop for replacement. Took about 10 days. BUT I just realized there was a better way to RMA with Microsoft. And you will never believe this.
It was little known that Microsoft actually has a support number for hardware. Well, its the same number to activate your software actually. So I called, but only after returning the retail shop and realized that I can't return to the shop. But at least they gave me the Microsoft contact number, so I am not going to bad mouth them. :)
I called and asked about hte RMA procedure for the Microsoft Mouse. Well, here is the surprise. I need ot be in front of a computer... where I was not. Anyway, what will happen is actually they will ask you to run some checks to ensure that the software is not the fault... Things like not plugin in the USB properly, driver not installed etc... Anyway, once they confirmed its a hardware issue. They will ship you the NEW hardware via courier. Cool right? How come nobody told me about this?
Anyway, I will post the Singapore Microsoft support number here for future reference. BTW, I had tons of Microsoft keyboards and mouse. And this is the only time I had to RMA.
Microsoft Support (Singapore)
6882 8899
800 852 3543
It was little known that Microsoft actually has a support number for hardware. Well, its the same number to activate your software actually. So I called, but only after returning the retail shop and realized that I can't return to the shop. But at least they gave me the Microsoft contact number, so I am not going to bad mouth them. :)
I called and asked about hte RMA procedure for the Microsoft Mouse. Well, here is the surprise. I need ot be in front of a computer... where I was not. Anyway, what will happen is actually they will ask you to run some checks to ensure that the software is not the fault... Things like not plugin in the USB properly, driver not installed etc... Anyway, once they confirmed its a hardware issue. They will ship you the NEW hardware via courier. Cool right? How come nobody told me about this?
Anyway, I will post the Singapore Microsoft support number here for future reference. BTW, I had tons of Microsoft keyboards and mouse. And this is the only time I had to RMA.
Microsoft Support (Singapore)
6882 8899
800 852 3543
Achieva vs Acecom
Hard disk bought in Singapore is usually covered 3-5 years by 3rd party instead of the manufacturer. I had been a customer to Acecom (http://www.acecom.com.sg/) for years. I believe I had at least exchanged 10 HDD with them (some of which not my own even...).
Now, the new HDD I bought happens to be from another company Archieva (http://www.archieva.com.sg/). Well, its just another company, maybe a bit further from my place... but thats about it. but wait, if you recalled, I had post about this place before when I was conned to collect the "Executive Desktop"...
Now, I finally had to replace one of my harddisk because it has KO. the motor stops for reasons and bad sectors growing all over. Its a 200 GB Seagate HDD. I was there early in the morning, hoping to exchange the HDD since its barely even 2 years. And according to their terms, they can replace with a different model etc... Standard stuff... Guess what?
They CANT replace it. They claim that its EOL (end of line) product. They will send it back to Seagate... Err... WTF? I should had just asked my friend to exchange it for me since he works in Seagate... Whats the point of having a 1-1 exchange warranty when down the road 2-3 years the HDD will definitely be EOL so to speak? Is this not a con job?
Let me tell you what's the difference at Acecom. A few times, they did not have the stock I needed. Guess what? They upgraded the HDD for me... From 80GB to 120GB or 160GB to 200GB. I had never got to wait. I get my replacement on the spot!
Obviously, Achieva does not provide such standard of warranty! They did not even ask me if I prefer a replacement of a different brand or build? Well, so be it. They say it may need to wait for 7 days or so... Thats mean another day lost , another trip down to collect my harddisk. Well, I feel like taking out all my HDD from achieva and ask the mto RMA on my next trip since it will take 1 week. Better RMA them in advance cos I can't get a replacement in time :P
Next time, I will insist on Acecom warranty. Achieva should really close shop I hope.
Now, the new HDD I bought happens to be from another company Archieva (http://www.archieva.com.sg/). Well, its just another company, maybe a bit further from my place... but thats about it. but wait, if you recalled, I had post about this place before when I was conned to collect the "Executive Desktop"...
Now, I finally had to replace one of my harddisk because it has KO. the motor stops for reasons and bad sectors growing all over. Its a 200 GB Seagate HDD. I was there early in the morning, hoping to exchange the HDD since its barely even 2 years. And according to their terms, they can replace with a different model etc... Standard stuff... Guess what?
They CANT replace it. They claim that its EOL (end of line) product. They will send it back to Seagate... Err... WTF? I should had just asked my friend to exchange it for me since he works in Seagate... Whats the point of having a 1-1 exchange warranty when down the road 2-3 years the HDD will definitely be EOL so to speak? Is this not a con job?
Let me tell you what's the difference at Acecom. A few times, they did not have the stock I needed. Guess what? They upgraded the HDD for me... From 80GB to 120GB or 160GB to 200GB. I had never got to wait. I get my replacement on the spot!
Obviously, Achieva does not provide such standard of warranty! They did not even ask me if I prefer a replacement of a different brand or build? Well, so be it. They say it may need to wait for 7 days or so... Thats mean another day lost , another trip down to collect my harddisk. Well, I feel like taking out all my HDD from achieva and ask the mto RMA on my next trip since it will take 1 week. Better RMA them in advance cos I can't get a replacement in time :P
Next time, I will insist on Acecom warranty. Achieva should really close shop I hope.
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