Microsoft Store

Future Microsoft customers– ask for Nicole next time you go into this store! Nicole was such a sweetheart and actually seemed to care about my broken device. She waited so patiently while I spoke on the phone to get more information about the surface pro I was trying to replace. During this process the manager came over and bombarded Nicole and I. I was very surprised at how rude he was. When we realized they did not have the specific surface pro in stock he recommended I go to the Salem store. I told him that I live in the opposite direction and his exact words were «I do not care where you live». I was so shocked as to how RUDE he was and he was No Help at all trying to replace my device. Meanwhile, Nicole came up with a bunch of other suggestions and was really trying to help me out. She suggested I go online to try and get a device shipped to me. She even emailed me tonight to check in on my situation! NICOLE YOU ARE GREAT, and don’t let the manager keep pushing you down, he is a real jerk!

This review is specifically for the employee named Xavier who presented himself very unprofessionally to me and other customers. He was of no help and did not offer to further assist my problems but instead gave me an attitude and walked away. He has no knowledge of the product and poor communication skills.
Also dude please wear your pants higher. No one wants to see your gray underwear while shopping for computers.

Some incredibly rude employees (despite the fact that I visited the store on Black Friday).
Walked over to a widescreen LG monitor without a product information sign. I hailed for a employee wandering around and asked them what it was, which she responded «a monitor». (Yeah, no kidding.) I began to ask for the make/​model number. They interrupted me in the middle of the sentence and retorted «LG» before I could ask for the model number.
Eventually after they tried to get me to purchase it, I got them to attempt looking up the monitor’s price and specs on the computer, which they couldn’t find on the Microsoft website. After waiting for about a minute and a half and previously interacting with this unfriendly employee, I decided to leave and look up the monitor on the internet myself.
This wasn’t the first time that I visited a Microsoft store in which they had a monitor for sale without a product information sign, no model number, and the employee responding with «i’m not sure how much it is or its capabilities, but I can get from the back if you want to purchase it».
TL;DR: some employees are rude, the service is terrible, product signage is bad. Please shop elsewhere, there is not a shortage of non-​Apple computer and game stores.

Wow, what a bad experience I just had there! My son’s warranty replacement Surface Pro stopped working after 2 days. There is apparently no way of fixing them, so they gave us a new one. When I asked about getting the data off the old computer onto the new one they said it could not be done because the old computer would not turn on. The data was in the hard drive, in the unit, but no one at the Microsoft store could get to it. I asked if there was somewhere to send the computer to get the data retrieved and according to them, there is no way to do that, no where to send it, no way to get the hard disc out to get the files copied. Not even so much as a gift card to pay for the hours and hours it will take to restore the new computer to the way the old one was. All of my son’s homework and class notes are gone… well, not really gone: they are sitting on a perfectly functioning hard drive on a computer that will be «recycled». I took the new computer home, opened the box and, guess what… No keyboard. Now I have to waste my time going back into a store I swore I would never set foot in again. Don’t go to this store and, whatever you do, don’t buy a Microsoft Surface.
**Update: They did give us an upgraded keyboard and a new mouse, but I still can’t believe that it’s impossible to retrieve the data off the hard drive — That’s insane!

This place is horrible. They erased all my data (even the data I had backed up to One Drive). They gave me a malfunctioning computer. But hey as long as they gave me a $ 100 gift card whatever RIGHT?! I mean forget the $ 30,000 scholarships I needed the work on that computer for! Whatever who needs $ 30,000?
My advice, never go here, never buy Windows products. They’re incredibly incompetent!
This is not the first bad experience I’ve had with them.
When I first bought my Surface they gave me a malfunctioning power cord! I had to drive 2 hours back to the mall to get a new one or their call center was going to charge me $ 20 for a new one! Plus shipping!

I’ve been in this store 3 – 4 times in the last 3 weeks and purchased 3 no contract phones from 3 different salespeople (and spent the better part of $ 1000 doing so). All experiences have been stellar. The 2 salesmen I worked with whose names I can remember are Ron and Harold, both extremely friendly, kind and down to earth.
The last phone I purchased in there a couple weeks ago for my wife was the Nokia Lumia 1020 with no contract. I asked if it could be unlocked so I can use it on T-​Mobile (it was an AT&T branded phone) the salesperson said it could. When I asked how long I would have to return if I didn’t like it, he said 30 days. I gave it to my wife as a gift and she loved it. I contacted AT&T and because it was not a subidized phone (I paid full price) they unlocked. My wife used for a few days before she noticed a defect in the screen. We decided we’d take it back on the weekend.
Yesterday we walked into the store and were greeted. That person made an «appointment» for us and told us he would get us hooked up with a technician. As we were walking around another guy walked up named «Marino» and asked us if he could help us. I said we were already being helped. With an attitude he said that he was they guy to help us, so I from that gathered he was the «tech». I told him what was going on with the phone and he kept staring at me like he was in a coma or something and didn’t get or didn’t believe what I was saying. He kept looking for the defect in the screen and I kept repeating that if he wanted to see it he would need to take the phone into a dark room and then open a photo and he’d see it in the top left corner. I again got a blank stare. He said that since it’d been over 30 days there wasn’t much he could do for me. I repeated what I had told the receptionist that I had bought it a couple of weeks prior. For some reason Marino assumed it had been over 30 days. He then called me over to the main counter and sat me down. He again looked at the screen for the defect that he wouldn’t have been able to see unless he was in a dark room — but he was too dense to understand that. He looked at my receipt and said with an arrogant, offensive tone I see you didn’t purchase our 2 year protection plan, why? I replied that I didn’t need to because I purchased it on my AMEX and my member benefits include an extra year extended warranty (making it 2 years) and protection from accidental damage, theft, and loss in the first 90 days. He looked at me and blew air out of his lips and gave me this reaction like I was retarded for having the nerve to not purchase their protection plan. He then continued that it would’ve covered me in this situation. I said it didn’t matter because I was within their 30 day return policy anyway.
By now I was getting irritated with this guy. He said he was going to do me a favor by swapping out the phone for a replacement. He radioed a colleague who brought out a new one. I noticed that the new one brought was the factory unlocked yellow-​colored version of the 1020 and I spoke up and said that it wasn’t the same phone (ours was locked to AT&T and black). He and his colleague talked back and forth about the color and unlocked status and then said yeah we’ll get you the black version and that «both are unlocked» I said yeah but that mine was locked to AT&T when I bought it. Then Marino turned to me and asked who unlocked the phone I was returning. I said that I requested it unlocked by AT&T and they gave me the code. He said Ha, if you think we’re going to give you a factory unlocked phone for the same price yeah right! I was shocked… never did I suggest that I wanted their unlocked yellow phone and I WAS THE ONE TO POINT out to the numbskull in the phone was factory unlocked unlike mine. He said «we have factory unlocked phones you should’ve paid the extra money and bought one of those». I couldn’t believe what I was hearing. He then said again that he would give me a new one but that he didn’t have to because I voided the warranty by unlocking it. I replied that it was funny that when they wanted my business a couple weeks prior the salesperson told be both that i could unlock it AND that I could return it within 30 days if I wasn’t happy, now that they got my business the story is changing. He looked at the receipt and said «yeah I know who helped you, he’s one of my employees and he should know better… believe me I’m going to have a word with him about this». Wow, blasting your employees in front of customers — classy. He went to the back of the store and was handed a black-​att replacement 1020 from another male employee who he slapped on the behind and then walked back to the desk. From that point on I told my wife to deal with the guy if I continued I was going to get myself in trouble. I walked away and she wrapped up the exchange. This was the worst customer service retail experience I’ve had in a long time.

Worst experience ever!
I had bought a Nokia Lumia from the online Microsoft Store a couple of months ago and the phone has never worked right since then. I went to the Microsoft Store outlet in Natick and the tech support employees there had the professional decency to hear me out and take a look at the phone. They did a hard reset on the phone and told me that if the problem persisted, they would be willing to evaluate potential solutions to the issue.
Come to the Microsoft Store in Burlington, I was in the area and thought they could offer me another perspective on the issue with my phone. Boy was I wrong — The moment I entered, I could feel the hostility. Asked for tech support and people started making faces already. Seemed like no one was willing to speak with a person who wanted help with a defective product. After being escorted to the tech support guy, he didn’t even listen to the issue properly, told me that it was not their problem anymore. Talk to Nokia or anyone else, just not them. The message I got was (although not said explicitly) — Get out of here, no one cares about your problems!
My only advice is — AVOID if you could! Not worth the humiliation in my opinion!

Amazing. Serves free soft drinks, and helpful, friendly staff. Bought my XBOX One and laptop here. Puts the Apple store to shame. #TeamMicrosoft (haha hashtags on Unilocal

Heard about Microsoft Store wiliness to assist with windows issues. Made an appointment was given many open times. I arrived early everyone was with some one, all being helped looked pleased. Thou I wasn’t able to correct all issue they did assist with all but one. Sean was awesome with all his helpful hint and easy shortcuts for me to use. Would consider going to purchase my next computer there. Appreciate customer service without a hard sell.

The Microsoft Store at the Burlington Mall officially held their grand opening today (September 19, 2013). I’ve been to several Microsoft Stores around the USA including in Natick and Salem (NH) and I stopped in at the new Burlington Mall location.
Like other Microsoft Stores, the place is very bright and modern and seems a bit cramped with several tablet, laptops, PCs, Windows phones, software, accessories, headphones, and a selection of Xbox games and playing stations in the back corner. The Answer Desk and tech support area is in back of the store. There were plenty of staff on hand to answer questions about the products and the place was very busy (people literally bumping into each other). They were selling a Surface RT for $ 249 ($ 100 off) for one day only which is pretty sleek and compact to use.
There was a very long line to get into the new Microsoft Store and lots of folks & lil folks (400 – 500 people) began lining up at 10PM the night before and camped outside for over 13+ hours. Why?
As part of the grand opening, there will be a free DEMI LOVATO concert in the mall parking lot on Saturday afternoon (September 21, 2013) and supposedly the first 200 people in line at the main mall entrance at 10PM Wednesday night and in the store at 11AM today would score a meet & greet wristband with Demi & a premier viewing concert wristband and the next 1500 people in line would receive two premier viewing wristbands to Saturday’s concert.
However, hundreds of people showed up to the front of the mall well before or at 10PM. The staff person in charge of handing out the wristbands (placeholders) for the overnight line and the mall security were put in a tough position on how to handle the crowds showing up at 10PM and to prevent stampedes. For safety reasons, they decided to make everyone stand where they were in the front of the mall and the staff person would walk around the crowds and tap people randomly to get in the line.
IMHO, this system was a safe method, but it was very flawed and poorly executed, which p-​ssed off a lot of people (parents & kids). The staff person with Burlington Police escorts walked and skipped around the crowds tagging random people (mostly younger people), but she would tag some people in groups and not others standing closeby (some friends (siblings) in a group got picked while other friends (siblings) in the same group did not get picked causing separation in the final overnight line.) I witnessed several girls crying in major disappointment and a girl in tears crying on her dad’s jacket because her friends got chosen and she was skipped over by the staff member. I did see that many young folks present skipped school to camp outside the mall and they came from all over the place including Burlington, Wakefield, Reading, Ayer, Leominster, Nashua NH, Manchester NH, and other far areas (NJ, NY, CT).
Much better planning for the 10PM line start was definitely needed and to be fair to people present and not to be «picky choosy» it should have been a «first come first serve» type of line forming with strict a 10PM start (use of metal barricades similar to the ones used at Northshore Mall), but with more security/​police officers present to ensure no running, pushing, and aggressiveness would occur. Demi Lovato is very popular right now, especially with the younger generation and bigger crowds should be expected with respect to other previous Microsoft Store openings in the Boston area (Weezer in Natick and O.A.R. in Salem NH drew smaller crowds for the grand opening line).
I stood in the background until they chose the first 200 people in line and then everyone else in the parking lot was able to line up. Other than some arguments in the parking lot, no injuries reported during the lining up phase which was great. At 10:50PM, I was at the end of the line (450^th) which wrapped around 3 sides of Nordstrom.
However, it was slightly chilly (50s) outside as many people set up their chairs and blankets on the open air sidewalk. My buddy (stayed home) and I were planning to attend the free concert on Saturday, but since my throat was getting sore, I made a tough decision to get out of the line, pack my chair in my car and leave the area.
After I left the mall, I had a decent dinner across the street at Chili’s (open late) and headed home where I enjoyed a good night’s sleep in my warm bed, had breakfast, and went to the gym to workout. I was very refreshed & felt better today.
I decided to head back to the Burlington Mall around 12:30 PM today, since I knew from FB that the 1700 pairs of wristbands were not all distributed yet (all gone 2 hrs later). I strolled into the busy Microsoft Store and received 3 Premier Viewing Concert Wristbands to see Demi Lovato from a friendly employee with no waiting (Thank you Microsoft!) I did not have to camp outside for over 13 hours and my buddy & I can still enjoy a good show by Demi Lovato on Saturday! MADE IN THE USA!
LOVATICS RULE!