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  • Microsoft Closes Retail Stores

    Posted on June 26th, 2020 at 11:02 digitalmediaphile Comment on the AskWoody Lounge

    Microsoft has announced it is closing almost all of its retail Stores (and the few that won’t close won’t be selling products and will be turned into Microsoft Experience Centers). https://news.microsoft.com/2020/06/26/microsoft-store-announces-new-approach-to-retail/

    This is a devastating blow to existing Microsoft Surface users looking for decent support and it certainly won’t do much to help with sales of new Surface devices.

    One counterbalance to the poor online and phone support for Surface products was that if you were fortunate to live within traveling distance to a Microsoft Store, most consumers could get better results for hardware issues than using online support. And then there was the instant exchange, as opposed to sending in your broken device and waiting, sometimes up to two or more weeks for a replacement. And then getting a bad replacement. At the Stores, the replacement process was usually instant and customers could examine the replacement product (reject if needed), etc. For many with bulging batteries in Surface Book and SP4 devices, going to a MS Store was the only solution to avoid a $600 out of warranty charge (Microsoft cut off free replacements after 3 years from date of Purchase). The Store staff “got it”. The Apple Stores right next store to most of the MS Stores replaced batteries and devices all day long. And took care of swollen batteries in Macbook Pros.

    The closest store to me was one mile from the Massachusetts border. That Store had a robust small business sales and support business. When in the Store, I often saw pickups of multiple new Surface devices. And they handled software and hardware issues for these customers easily. There were actually smiles on the faces of those folks waiting for the techs to work on their devices. This speaks to the top level skills of these MS Store technicians.

    As Amy Babinchak stated in the Third Tier Facebook page https://www.facebook.com/thirdtier/ “This is a sucky development. The Microsoft store was a valuable partner to my MSP. They hand delivered orders directly to clients, managed warranty and repair issues like pros I’ve never seen before. The existence of the store legitimatized the Surface line of products. This is a sad event “