I've always had great experiences at the Microsoft store especially with purchases and replacements. Right after the pandemic caused Microsoft to close all thei

I've always had great experiences at the Microsoft store especially with purchases and replacements. Right after the pandemic caused Microsoft to close all their physical locations my Surface Pro 7 started getting green spots on the screen that I've been waiting for the stores to reopen to get replaced. Hearing the news today that the store wasn't going to be open I decided to try the online support and it is a total mess. I tried to use text chat but after an hour my position in the queue actually went up. So I decided to have them call me which the wait took much longer than quoted. Then I spent over an hour on the phone with a representative for what they even admitted was obviously a manufacturer defect. They didn't want to send me a new device before I shipped them my RMA unit so they expected me to be without my laptop for a week while they processed the claim. Then when they finally caved they couldn't tell me how large of a hold they would put on my card while before my RMA reached them. This whole process would have taken 5 minutes at the store, and I would have walked out with a new laptop right then. All in all I feel like all my Microsoft hardware products just massively depreciated in value.