Surface Tension: Microsoft fails to deliver on Canadian and UK preorders, offers $50 coupons instead

By Gadjo Cardenas Sevilla

I preordered, I paid, but Surface never surfaced.

Microsoft's innovative new Windows 8 Surface tablet failed to make it to customers who preordered in Canada and the UK on launch day. No reason was given.

Preorders for the device started as early as October 16, promising a launch day release. But many customers who took a chance on Microsoft's fledgling new tablet instead received e-mails offering them $50 credit and apologies for the 'confusion' that was caused. 

"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 CND$50 off your next purchase from the Microsoft online store*."

The road to Surface's launch, at least in Canada and the UK, has been rocky from the start. Last weekend, Microsoft  sent out errant emails stating that preordered Surface tablets would be delayed and delivered on November 2, one whole week after the promised preorder delivery date.

I reached out to Microsoft then and they quickly got back to us saying the emails were sent in error and that no delay was expected.

It seems that the emails were actually correct. There was a delay. And it was epic.

The failure to deliver preordered Surface tablets to customers on launch day is a problem that affects Microsoft's credibility to deliver a good customer experience on their first attempt at selling a PC wholly created and developed in-house. 

First hand experience

The deal was you preorder your Surface on October 16th and you get it on October 26th, launch day.I preordered a personal Surface tablet as soon as the option was made available on October 16 because I was intrigued by the device and felt that I could really fit it into my life.

I had also also been assigned to write product reviews (for the hardware as well as for Windows RT software) ready to go as close to launch day.

You see, Microsoft didn't have a launch event for Surface in Canada so there was zero opportunity to get hands on time with this much anticipated device.

So, I pulled the trigger and ordered a Surface tablet complete with the Touch Cover.

The order page clearly stated that delivery was promised for the 26th. Cool.

But after failing to see any movement or any follow-ups after the order was acknowledged. I started to wonder. Shouldn't I have gotten a tracking number at least.

I did not receive any tracking number, nor did the status change from "In Progress". This was the same issue experienced by various Surface early adopters who vented their displeasure over Twitter.

After calling Microsoft's support number multiple times earlier today, I was given assurances throughout the day that the device would be delivered. "You'll get it today," one said. "You will have it in your hands this afternoon," another promised.

Some of the Microsoft customer service reps even promised to call me back to update me on the status. They never did. They were extremely courteous over the phone, apologetic even. But each of them gave me the same, 'we'll look into it" spiel and I never heard from them again.

Not the best way to start a customer relationship even before receiving a product.

In the end, at around 5 PM, one service rep said that 'there was a slight delay' and that they didn't know where the units where and had no tracking numbers to give.

Since the order was likely on its way, they couldn't even enable a cancellation or a refund.

At this point I was just completely turned off and exhausted by the whole affair. It really shouldn't be this hard to get information specially since the product's already paid for.

All I can do is wait and I'll update this post once I get any bit of news of my order from Microsoft, but I'm not holding my breath.

More Microsoft Surface and Windows 8 Coverage

Surface Tension: Microsoft Fails to deliver on Canadian and UK preorders, offers $50 coupons instead

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A Windows 8 Primer

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Video: A bit more on Microsoft Surface

SlideShow: The many faces of Microsoft Surface

Microsoft, Partnerships and the Price of Progress

Where to buy Microsoft's Surface tablet tomorrow

Microsoft Thinks $499 for a Windows RT Surface tablet is a good idea

Microsoft launches its own Windows 8 tablet, calls it Surface

Update on Sunday, October 28, 2012 at 5:30AM by Gadjo Cardenas Sevilla

(Update) At around 2:00 a.m. on Sunday, October 28, I received an email stating that Surface had shipped and was given a UPS tracking number that I should use to check no earlier than 24-hours. I'll update to origin of the shipment as well as the ETA once I have more information

-Gadjo

Update on Monday, October 29, 2012 at 11:38PM by Gadjo Cardenas Sevilla

I have still not received any information from the tracking number except "A UPS Shipping Label has been created." It almost the 30th, I wonder if Microsoft is going to miss date as well. What a frustrating buying experience.

Also, some people are reporting that their orders are being cancelled for no apparent reason.