Microsoft Store

My new Surface had a defective touchscreen so I booked an Answer Desk appointment online. When I arrived at the store, they checked me in and got me a cold drink from the back. In under 15 minutes, the Answer Desk just gave me a new Surface as the device kept on opening/​closing programs and the only way to navigate the device was through the pen (touch didn’t work). Friendly and knowledgeable staff!

Went on October 26 for Halo 5 Guardians midnight launch. Staff was friendly, free food and drinks and I didn’t win anything raffles sadly but it was fun. I bought a Halo 5 Guardians controller and opened that night to play halo 5 with but the trigger was scratching a piece of the controller and making a squeaky noise. So I went in the next day, showed the problem and they gave me a new one checked the receipt and that was it. Great service very friendly. Thanks

The staff was friendly and very knowledgeable. The guy who helped me knew a lot, even though he wasn’t an official tech guy. He spent a good 10 minutes playing with my Surface Pro 3 trying to figure out what was wrong with it and managed to fix some things, for which I was very grateful. He even cleaned the screen for me and asked me if I wanted something to drink. He did this all for free too. I give him 5 stars.
However, the store itself doesn’t deserve more than 2– 3 stars. The appointment system at this store is extremely screwy and meaningless. I phoned to ask if they service computers. They said, yes, and you need to make an appointment online. So instead of making an appointment over the phone like any other normal business, you have to do it over the internet. Kind of hard to do if your computer is not working and you waste your time trying to find the right webpage. The appointment schedule was wide open, so I made an appointment for 20 minutes later. I went in and all the techies were busy. OK, so I had no problem waiting a bit. I waited about 5 – 10 minutes. Then the front desk guy started helping me. He spent a good 10 minutes playing with my computer. Still, no sign of a techie. He finished with me and still no techie. I said, «Hey, you’ve been very helpful, but wasn’t there supposed to be a technician?» He kept telling me they were all busy. I finally left the store 30 minutes after my supposed appointment, never having seen a techie.
What was weird also, was, when discussing my options, he didn’t talk about sending it in for a warranty repair. He also told me it can’t be opened, which I know is not true. I have a feeling he is told by management to say these things. They basically want you to buy a new computer. The docking ports were $ 250 which I thought was outrageous, considering the whole computer is only about $ 1000.
I asked about bringing the computer in for servicing. He said I could drop it off and they would need 4 – 5 days. I said, surely, it won’t take 4 – 5 days to run a diagnostic. Can I make an appointment so I can drop off and pick up on the same day. No, he says, it goes by a queue-​system, it depends how many computers they are fixing. So basically your computer just sits there for days while you can’t use it. That’s just so stupid I don’t know where to start.

It seems that there are a lot of people who expect much from the sales staff working at the Microsoft store. I try and look at the world from an even keel, so I try and judge store staff the same everywhere. How do they behave and treat you at Starbucks, Home Depot, White Spot, etc?
The Microsoft store has always been polite in my experiences there (several times). The staff member who I was working with might not have known everything, but was able to politely excuse themselves and speak into the little «James Bond» ear-​piece to someone who could. In every case I’ve left the store feeling like I was important, and that my ultimate happiness was paramount for the sales person I was interacting with.
Do they know everything about every box in their store? Nope. Do I think it is fair to expect them to? Nope. Some of their products are buggy, but what technology item isn’t? Do I hold them responsible? Of course not.
I’ve bought two surface pro units from them now (a pro 2 and a pro 3). I have expanded them with accessories. And I’ve asked about how to save some cash. They have ALWAYS come through for me.
When you call a company to follow up on a reference, the last question you always ask is if you would hire the employee back if given the opportunity. This question is the million dollar question. Modified slightly, my answer is: «yes, I’ll be shopping there again, and even though my wallet may not appreciate it, I’ll buy from them in the future too.»
I like positive experiences, and if you don’t go into the store expecting Angels with halos (bad pun, sorry) and rings over their heads, then you will be walking out with a smile and probably a bag of new toys.
Now excuse me, I have to setup the new surface pro 3.

The floor staff is friendly and helpful. The tech staff is arrogant and uppity. The Management term has a very abusive attitude and try to bully their customers, particularly the Manager in charge of the tech. department. its a nightmare every time you booked for a service. unfortunately I have paid for 2 years service contract. I never knew Microsoft service like that! I always though they all are very friendly and very helpful because you always heard their friendly beautiful voice over the phone until they open the store in BURNABY, YOU ARE ACTUALLY DEALING WITH A REAL PERSON. WHAT A SURPRISE.
I have been using Microsoft program since the MS-​DOS old day. otherwise, I would change to use APPLE SYSTEM, they also have a store in Metrotown in Burnaby. I use iPhone, from time to time, I go in to the store ask for help, their staff is much more helpful and friendlier.
I also have an occasion go in to Oakridge Shopping center Microsoft Store ask for information, their staff is quite helpful and friendlier than their METROTOWN STORE, what’s wrong with the BURNABY STORE, its all down from the management abusive attitude of the store.

When I was shopping for a travel solution so that I could do my writing on the road I did come here first, however, at the time it was too $$$ for me and just settled for an accer notebook somewhere else. I was impressed with the customer service, was welcomed and my questions were answered.