Just Wow! Microsoft Store went from zero to hero in 24 hours
When ordering something online, no vendor will ever be 100% mistake-free, so I judge them on how well they fix their mistakes when they inevitably happen. Well, Microsoft Store made a big booboo – and then they did the best thing EVER to make up for it.
MS Store was offering a sweet deal where if you preordered one of several Xbox 360 games, you got 1600 free Xbox points and a $10-off coupon. I don’t usually preorder games, but since I felt confident about Just Dance 4 and I needed some points, I bit.
As the release date (today) approached, I stalked my emailbox for a shipping notice. Yesterday an email from MS arrived, but instead of saying the game had shipped, it bore the soul-shattering headline: “Microsoft Store – Order Cancellation Notice.” It went on to say that the order had been cancelled, no reason given. Whaaa??
I checked the order on the site: order cancelled, no game or points for me. I chatted with one of their online CS people, who was very polite, but couldn’t tell me anything except they would look into it and respond within 48 hours.
At least I wasn’t alone in my confusion and disappointment. People on sites like Slickdeals and Cheap Ass Gamer were also getting mysterious cancellations, and fuming. Not much love for MS was being shown.
Then, last night, this email arrived:
Thanks for your recent order from Microsoft online store.
Due to a system error, your order was mistakenly and temporarily cancelled, and you probably got an email from us telling you that. The good news is that we were able to fix it, and your order is now back in our system and on its way to you. The even better news is that, to apologize for the confusion, we’re going to send your order to you for free, at no charge to you.
Not only will you get your order free, you’ll still get $10 off your next order and 1600 free Xbox LIVE points that you already had coming to you.
It’s our way of letting you know how much we appreciate your business.
Thanks for shopping at Microsoft online store.
Holy customer service, Batman!
When something sounds too good to be true, it usually is, and since my order was still showing up as “cancelled”, I called MS and spoke to a rep who could barely speak English and just reiterated what the online chatter said yesterday, that I would get a response within a day. I hung up, not knowing what to think. About 15 minutes later, my doorbell rang.
Just Dance 4 was there, shipped Next Day Air! WOOOOHOOOOO!!!!
This might be the first time I’ve ever had a game in my hands before noon on release day, and FREE. Thank you, thank you, Microsoft. I would’ve been happy just to get the original order uncancelled, but they went above and beyond.