Microsoft Store Failures - Surface Book

[Devlafford]

I've been trying to make an insurance claim on my Surface Book for the last two weeks and haven't been able to. Is anyone/has anyone been in the same boat as me? I've been told five times that I would receive a call back in 24 hours and that the issue had been escalated with no progress. They keep telling me they're having an error checking the device's eligibility, and I feel like it has something to do with the fact that the device shipped to me was defective, and when I swapped it for a working one in-store they did not move my insurance to the new device. I've since had it moved, but now they can't process my claim. What do I do now? I need my device working so I can sell my other laptop.

[QueenDemetria]

9 minutes ago, Devlafford said:

I've been trying to make an insurance claim on my Surface Book for the last two weeks and haven't been able to. Is anyone/has anyone been in the same boat as me? I've been told five times that I would receive a call back in 24 hours and that the issue had been escalated with no progress. They keep telling me they're having an error checking the device's eligibility, and I feel like it has something to do with the fact that the device shipped to me was defective, and when I swapped it for a working one in-store they did not move my insurance to the new device. I've since had it moved, but now they can't process my claim. What do I do now? I need my device working so I can sell my other laptop.

I assume you are going to a retail store, correct?

[Devlafford]

To get my replacement one I did, but it's in another city that I don't live in, so I can't keep going there. I've been making phone calls. I went to the store once but they didn't have one they could give me for an insurance claim. I want them to approve me so they can send me the box to ship it in and everything and ship me the new one.

[QueenDemetria]

58 minutes ago, Devlafford said:

To get my replacement one I did, but it's in another city that I don't live in, so I can't keep going there. I've been making phone calls. I went to the store once but they didn't have one they could give me for an insurance claim. I want them to approve me so they can send me the box to ship it in and everything and ship me the new one.

I hate to tell you this, but Microsoft phone support is worthless.Your best bet at replacing your device will be at a retail store.

[Devlafford]

Dang. Thanks. I'll have to call ahead and see if they can hold a warranty unit for me or something.