Microsoft can't apologise enough for EU Surface delays

Users across the world have finally started to receive their Surface pre-orders on October 26th. But as people in America and Australia started to post comments on message boards about how nice the device was and how pleased they were it arrived, UK and European users have not been so fortunate to get their device(s) on the promised date.

Well now Microsoft is looking to keep the wolves at bay by offering an official apology, wrapped up in a €50 ($64.50/£40) gift card, redeemable at Microsoft’s online store. Complaints from customers started when emails arrived stating that their devices wouldn’t arrive until November, then that they would get it on time, but ultimately nothing arrived on the 26th. Microsoft has said not to worry.

We are aware of the issues related to Surface shipments, and are working hard to get them delivered to customers as quickly as possible. Customers will be notified via email as soon as their order has shipped and will be offered a €50 gift card for their inconvenience. We sincerely apologize for the delay.

Queue the “this won’t happen to the iPad Mini shipping” argument from the Apple contingent.

Although some users are taking it in their stride, making jokes and sending some playful banter Microsoft's way.

At least Microsoft is aware there is an issue and addressing it with more than just a token gesture, without being pressured by the customer(s) either. Bravo Microsoft.

Source: AllThingsD | Image courtesy of GeekWire

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32 Comments

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When I ordered mine with a cyan touch cover on the 26th October it said delivery in 3 weeks. UPS have just delivered it this morning! The order in my account still shows 'in process' so it looks like the order updating system is not functioning too well. I'm not complaining though because luckily I was home to take delivery and it was a nice surprise. The surface itself is simply a stunning piece of hardware so for those still waiting for delivery, the wait is well worth it!

The European store is a huge mess. Full with flaws, bugs and back doors.

My UK order got cancelled, called MS. Message was that i lost my pre order status and that i have to order again WTF!!!! They escalated but i highly doubt they will provide a solution that will make me a happy customer. I think i will have to wait wait wait, weeks, months,....it suxxx

SmO said,
The European store is a huge mess. Full with flaws, bugs and back doors.

My UK order got cancelled, called MS. Message was that i lost my pre order status and that i have to order again WTF!!!! They escalated but i highly doubt they will provide a solution that will make me a happy customer. I think i will have to wait wait wait, weeks, months,....it suxxx

I had my case escalated now for three times but noone at MS is doing something about it. They just do not care!

I am surprised there has been no mention of the cancelled orders, a lot of orders (in the UK) have been randomly cancelled. Some, like mine, were charged twice and failed and the original transaction is still open, meaning that I can't order a surface until the transaction is completed by MS or it expires.

I have spoken to the call centre who have "escalated" the issue, and told me I would hear back in 24 hours.. that was yesterday. Steven Sinofsky has told me he's "looking into it", and that we'd hear back in 24 hours, again nothing. The twitter account for MicrosoftStore asked me to DM them my details but didn't follow me, so I've no way to contact them! It's getting ridiculous now.

I just called Microsoft about my order and tracking. Their response.

"Your order says still in process. No tracking yet.

A customer said they received their order without the tracking email being sent first.

So it may turn up without notification

Anything else I can help you with?"

I was thinking that is it ?

Nothing much scripted customer service can do, they are probably seeing the same page I see on my order page.

Still, very poor from Microsoft. Not like I ordered a unit that had a waiting time. Basically I should just expect it whenever MS feels like shipping it.

yes I had the same

I have the email here:

"we expected customers in the U.K to receive their Surface between Oct. 26 and Oct. 30."

Microsoft - you have 3 hours 40 minutes left of the working day to deliver my Surface!!!!!

WooHoo!!! said,
I just called Microsoft about my order and tracking. Their response.

"Your order says still in process. No tracking yet.

A customer said they received their order without the tracking email being sent first.

So it may turn up without notification

Anything else I can help you with?"

I was thinking that is it ?

Nothing much scripted customer service can do, they are probably seeing the same page I see on my order page.

Still, very poor from Microsoft. Not like I ordered a unit that had a waiting time. Basically I should just expect it whenever MS feels like shipping it.

Queue the “this won't happen to the iPad Mini shipping” argument from the Apple contingent.

That really depends on whether or not the delivery sevice is going to use Apple Maps to try to deliver them :-)

(I own an iPad, an Android-phone and a Windows laptop)

jakem1 said,
I thought Surfaces weren't available in Australia until the 6th of November.

They're not... expected delivery 6th of November (Melbourne Cup Day)... probably have better odds on choosing the horse than the delivery of our tablet.

Also our "Experience" kiosks... are just a table with 4-6 tablets... only 25 demo units in Australia.

PmRd said,
Anyone in canada got their pre-order yet?

i ordered mine on the 18th, microsoft said i defenitly should get it today but UPS dropped the ball and i will be getting it tomorrow

i am canadian btw. it's not just the UK that is having these problems....

green_link said,

i ordered mine on the 18th, microsoft said i defenitly should get it today but UPS dropped the ball and i will be getting it tomorrow

i am canadian btw. it's not just the UK that is having these problems....

They told me that UPS had so many deliveries it couldnt give a tracking number but it should come in today max 8pm if not to call them tommorow

PmRd said,
Anyone in canada got their pre-order yet?

i got mine today (oct 31). it's about time, and out of the time frame they told everyone.

green_link said,

i got mine today (oct 31). it's about time, and out of the time frame they told everyone.

Did you get a tracking number and was your credit card charged yet?

PmRd said,

Did you get a tracking number and was your credit card charged yet?

I got my tracking number on sunday and my card was charged yesterday

At least you can call to Online Store and ask for the status. Germany Online Store isn't accepting calls from abroad so I have no idea what's going on.

jpalo said,
At least you can call to Online Store and ask for the status. Germany Online Store isn't accepting calls from abroad so I have no idea what's going on.

I may have well not phoned them, they do not have any idea on where the Surfaces are.

It was a £50 voucher, not £40.

As stated at the time of order, we expect customers in the U.K. to receive their Surface devices between Oct. 26 and Oct. 30. We apologize for any confusion caused by subsequent emails stating an earlier or later arrival date. To make up for any inconvenience, we would like to offer you a single use coupon for up to £50 off your next purchase from Microsoft online store*.

The small print for the star read...

*Coupon code valid for single use only. Cannot be used to purchase Windows 8 download products through http://www.Windows.com. If value of your purchase is less than the value of the coupon, any unused balance will be forfeited. Does not apply to value of any delivery and handling costs. Only valid online at http://www.microsoftstore.com/uk. Cannot be transferred, redeemed for cash or combined with any other offer or promotion. Not valid for pre-order items. Expires October 25, 2013.

Regarding...

Queue the “this won't happen to the iPad Mini shipping” argument from the Apple contingent.

No, they just have to live with a maps app that doesn't work, and an executive that was fired for not apologising for it

Still no sign of my Surface here and I ordered on the 17th October. Got a gift voucher for £50 which is useless to me as I just want the Surface.
I have phoned the Microsoft store, they cannot give me a shipping date.
Why on earth I couldn't buy one from a normal supplier is beyond me. The Microsoft Store is a waste of space. Not a good experience.

From what I've seen the Microsoft Store is a mess. Here in the Netherlands when I try to order Windows 8 I get redirected to the US store which won't accept my order (obviously). Never mind the Dutch spelling and grammar mistakes.

Not really something you'd expect from a company like Microsoft.

I could not disagree with you more. First, the Surface is not yet officially sold in The Netherlands, so that explains the message you received on the Microsoft Store. Second, I'm also from The Netherlands and I did receive my two Surface tablets last Friday morning on my postal address in Florida (via MyUS.com). Via DHL the package was forwarded to my home address in The Netherlands yesterday. The service was excellent and very fast.

Tracking showed the tablet being shipped from China to Alaska, then to Florida. It was forwarded my MyUS.com to Cincinnati, then to Leipzig in Germany, then to Amsterdam (Schiphol) and then to my home town in the province Overijssel in The Netherlands. This all in just four days (two business days).

I talked to a friend that works in retail, he claimed that the Surface RT is also available in the official Dutch retail channel since last Friday and that they will be available for shipment very soon.

heraut said,
I could not disagree with you more. First, the Surface is not yet officially sold in The Netherlands

You should take the time to properly read a post before responding to it next time.

snuffy said,
Got a gift voucher for £50 which is useless to me as I just want the Surface.

That's unfortunate. I was thinking of getting a touch cover when the cyan ones came back in stock so the £50 credit made it half price. I thought it was good of them to come out and just offer the credit - most companies would hold out until the last minute before making an offer like that.

heraut said,
I could not disagree with you more. First, the Surface is not yet officially sold in The Netherlands, so that explains the message you received on the Microsoft Store. Second, I'm also from The Netherlands and I did receive my two Surface tablets last Friday morning on my postal address in Florida (via MyUS.com). Via DHL the package was forwarded to my home address in The Netherlands yesterday. The service was excellent and very fast.

Tracking showed the tablet being shipped from China to Alaska, then to Florida. It was forwarded my MyUS.com to Cincinnati, then to Leipzig in Germany, then to Amsterdam (Schiphol) and then to my home town in the province Overijssel in The Netherlands. This all in just four days (two business days).

I talked to a friend that works in retail, he claimed that the Surface RT is also available in the official Dutch retail channel since last Friday and that they will be available for shipment very soon.

.Neo said he tried to buy Windows 8, not a Surface. Also, you bought yours through the US store via a workaround so it's difficult to see how anything you said relates to the post you were replying to

maybe I should have elaborated, the £50 voucher is useless to me as I have no confidence using the Microsoft Store again. I just (need) want the device!

jakem1 said,

That's unfortunate. I was thinking of getting a touch cover when the cyan ones came back in stock so the £50 credit made it half price. I thought it was good of them to come out and just offer the credit - most companies would hold out until the last minute before making an offer like that.

.Neo said,

You should take the time to properly read a post before responding to it next time.

Agreed, I was under the impression you actually responded to the article which was about the Surface.

As to ordering Windows 8. My experience of the order process was very good in excellent Dutch and I received a link to the web installer within minutes (which was also in Dutch).

jakem1 said,

.Neo said he tried to buy Windows 8, not a Surface. Also, you bought yours through the US store via a workaround so it's difficult to see how anything you said relates to the post you were replying to

My response was to show the fact that I experienced excellent service from the Microsoft Shop and that it's not all bad. The shipping (work-around) part shows they actually deliver on time in the countries they promised.

heraut said,

My response was to show the fact that I experienced excellent service from the Microsoft Shop and that it's not all bad. The shipping (work-around) part shows they actually deliver on time in the countries they promised.

The article states US orders have been shipped correctly and EU orders have not. So, they do deliver on time in SOME countries and not in others. Or Florida has moved to within the EU and someone forgot to tell me about it, of course :-)
.Neo was only saying that in his opinion, the entire European Microsoft Store is a mess, whether you're trying to order a Surface or simply Windows 8.

snuffy said,
maybe I should have elaborated, the £50 voucher is useless to me as I have no confidence using the Microsoft Store again. I just (need) want the device!

Stop being such a baby, you'll get your device. Delays happen in life; sometimes to others sometimes to us, when it's your turn just suck it up and enjoy your voucher that they didn't really have to offer you.

uxo22 said,
Stop being such a baby, you'll get your device. Delays happen in life; sometimes to others sometimes to us, when it's your turn just suck it up and enjoy your voucher that they didn't really have to offer you.

At least it is not a Bumper case! but I'm sure a bumper case could have fixed everything!