So this happened. I took screenshots for proof, lol.
The younger daughter is attending school virtually. She has a school-issued computer, but she prefers the Microsoft Surface we got her. Right before Thanksgiving, it stopped Charging. If you don’t know, the Surface doesn’t have a traditional laptop battery. There’s a magnetic cord for charging, similar to some phones and other devices. It’s still under warranty, so after struggling through the diagnostic process and retrieving the important stuff before the battery completely died, we sent it off. WITH the Charging Cord and keyboard, as directed. Got the notification that they received it, got the notification that they shipped the replacement.
The replacement arrived today. Upon opening it, we saw that it was just the tablet. No keyboard. And most importantly, no charging cord.
If you haven’t tried to do it, it’s not easy to navigate Microsoft’s online support. It’s definitely not easy to get to a live person. The virtual assistant eventually booted me into a chat with a real person. Supposedly, I was #1 in line, but it took about 20 minutes of waiting before anyone showed up. Microsoft, do you seriously only have one or two people doing live chats?
This is how it went. Turns out, Microsoft considers a charging cord to be an “accessory. EVEN THOUGH IT’S REQUIRED FOR CHARGING THE COMPUTER FOR USE. The keyboard, I can understand. But the charging cord??
So there you have it. Charging cords for computers are accessories. The keyboard and cord will arrive in a separate package “in a few days.” It seems that they don’t even ship them at the same time that they ship the device.
Just like always, please comment and/or share. Or tag @Microsoft.