Microsoft Store - Natick Mall

Category:	Computer Store
Address:	1245 Worcester St #3072, Natick, MA 01760, USA
Phone:	+1 508-903-4500
Site:	microsoft.com
Rating:	3.8
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM

Location

Photos 14

Reviews 16

kristen martinson

Worst customer service I have ever experienced. I made an "appointment" with the help desk to find out why my charger for my Surface Pro 3 was no longer working. I walk into the store and am not greeted by who appeared to be the "greeter" so I greet him and inform him I am here for my appointment. Once at the help desk a woman (whom I believe had a manger type role) took my charger to check it on her surface, and then continued chatting with a coworker. A couple minutes goes by and another male employee asks if I need help. I inform him of what I am here for and tell him the woman took my charger. She proceeds to tell him that it does not work (why could she not tell me that?). After checking my warranty which expired in April and since I did not purchase the extended two-year warranty he informs me my option is to purchase a new one for the $80. I ask him to go speak with his manager because I do not want to pay for that as I am a college student and my surface is not even two years old and the quality should be better than that. He goes to speak with the woman I originally dealt with (mind you right in front of me so I can blatantly see them talking about me) and tells me he can do 10%. Thanks buddy for giving me the student discount I already should have been offered. I tell him that is unacceptable and anytime I have had issues with my Apple products they always are extremely helpful, pleasant, and most importantly useful. Apple takes care of their customers for free in my experience. I then ask him if he can test out which part of my charger is the issue since it is in two pieces. Why I had to ask him to do his job was beyond me. After he finally did his job, I found out the issue was only the cord. He informed me of a website I could get the cord because Microsoft does not sell that one piece. During all of this going on, another coworker turned and gave me a dirty look because I was unsatisifed and voicing it. Finally, I leave the store extremely unsatisfied after my hour commute to get there. I begin doing some research online and found out the piece of the cord I had the issue in was recalled!! How could these employees not be aware of this recall and try to charge me for a brand-new charger? I made a point to call the store to inform them that the exact issue I had with the cord was recalled. The gentleman on the phone Randy, told me that it is an older recall so not all employees are aware of it. He then proceeded to say that I should have two chargers, one for my bag and one for at home. So, Randy what you are saying is your product is so cheap that it wont be durable enough for any travel? I will have to tell Microsoft to add that to there marketing campaigns. I am appalled at the customer service/lack of knowledge at this Microsoft store. I was pushing my dad to getting the Surface Pro and now I told him it is worth the extra money to purchase an Apple product because you know the customer service will be excellent. I will be taking this complaint higher up because Microsoft needs to be aware of the people they are employing and by the look of other recent reviews this store could use a complete overhaul. I would have given zero stars if I could. I may not have been pleasant when I left but it gives the employees no right to be uneducated at their jobs. I’ve worked in the customer service industry for 10 years and how this store operates is disgraceful.

Inbal Rabinovitz

Worst service ever received by assistant manager I bought a computer for my daughter the screen cracked after less than a month. I was not offered to purchase protection plan the store said it will cost maximum $400 to fix the computer . The store sent the computer to be fixed by a third party the estimated fee to fix the computer was over $1100. The store did not help me get it fixed through IBM . The cost of a new computer is almost the same as the fixing price. Customer service of the store was the worst dont recommend you to buy a computer in this store if something will happen to the computer you wont have useful help basically youd rather buy a new computer.

Dave Ingram

Store is nice and well laid out, but I was disappointed in the service. I was likely to spend $2K on a computer and Oculus Rift but they wouldnt let me try it because they were "too busy". Meanwhile half a dozen staff stood around and talked with each other.

blaise dacosta

Not a very friendly environment except for the video game corner. The assistant manager Will is very rude and lacks professionalism. I love Microsoft product but I will not be buying anything from the store in the Natick mall.

Steve Rodriguez

Store is nice and well laid out, but I was disappointed in the service. stuff too busy talking among themselves . no eye contact or smiles.. although I didnt purchase anything doesnt mean they cant say hello.

Caleb Boucher

Care deeply and the other side and I have been working in your company to be able are not good at what you want it for you are interested please contact us for any of you

Emelinda Rodriguez

Stop by with some questions about Internet security, the staff was very nice and knowledge well. She give me some tools to keep my computer safety.

George T

Called about a new wall charger for my Surface 2, but spent 16 minutes on hold listening to Windows 10 commercials. Hung up out of frustration.

Andre Ve Tran

In the market for a new computer, the employees were super helpful in answering questions about different laptops.

Bill DeTore

Well laid out store and excellent service when I stopped in for a problem with my Surfaces screen.

Alana Lipkin

Theyll rid your computer of viruses at no charge. There are free classes for kids in the summer.

Chad Buccella

Everyone was very kind and helpful; they could solve any of your problems within minuets!