Microsoft Store

After spending 6+ hours on the phone with customer support located offshore and disconnected several times, the problem was still not solved. Windows 10 had taken control of my computer and the download was inevitable. I did not want the download, but appears I had no choice and could not use my computer, I could not even shut it down. Fast forward, my husband had the brilliant idea to to take it to the Microsoft store in the Domain, so we grabbed my laptop and drove. There we were greeted by Sandra who had the patience of a Saint! She recruited Angie, the technician to help us and they were able to remove the program and all the sneaky software installed and hidden that would automatically download this program. I cannot thank them enough! I came in frustrated and left feeling that I got amazing customer service. Not only do they know what they are talking about, but they are extremely patient, and care about their customers.

Everyone in this store is so helpful, especially Donny. He educated me and made my purchasing decision on the Surface Book waaay easy. I had a few hiccups the first few days (defective model), but they swapped it out immediately, gave me a brand new unit, and helped me install my work programs and make sure that there was nothing else at fault before taking the second computer home. All the negative reviews below sounds like individuals that have trouble with technology and therefore are taking their frustrations out on the staff, which is not fair. I mean heck, I just «converted» from Apple and I am TOTALLY experiencing a learning curve, but that is my own problem to work through. The staff at this store is great. Everyone I had the pleasure of dealing with went above and beyond to make sure I was happy. As a fellow retail worker, the manager of this store should be very happy and pleased with their team.

Excellent service! Not sure why all the negative reviews below, but my experience was totally positive! My daughter’s Acer’s screen died on her and we handed it to the store for repair, as it was still under warranty. Everything went smoothly, from scheduling an appointment, to the actual service during our visit. We got a loaner for the repair period. After 2 weeks they have concluded we should get the machine replaced with a new one. Scheduled an appointment again, came in today (4−23−16), everybody was nice and polite, including David (the guy at the back) and Isabella (the saleswoman at the front), and their manager, whose name I forgot. We ended up getting a better and different model (Dell Inspiron 13), and paid the difference in price.
Conclusion: make an appointment _​before store hours_​ (we had ours at 9am) in order to get an attentive service (and a prime location parking spot at the Domain :-)), and get a complete warranty! it worth it!

Upon visiting the Microsoft Domain store I was greeted promptly but given wrong information about my appointment time. Apparently I was early so I sat with a tech explaining my exchange email server problem when he pronounced, «…we don’t support exchange.» Really a Microsoft store tech doesn’t support Windows application like outlook?
I waited for the tech I had the appointment with, Christina, she solved my problem, answered three additional questions all without attitude.
Dear Microsoft, If it wasn’t for Christina we would all be buying Apples!

I went in for some issues with my new Lumia 950. Caleb was so helpful and very friendly. I had to wait for about 45 minutes for an update to run and Caleb, as well as the manager, offered me water or coffee. Overall, a good experience.

Surface Pro 3 died 2 months after warranty. I’m making a claim on my AmEx extended warranty insurance and need a letter stating that the Surface cannot be repaired. Once I get that letter, I’ll be issued a full refund and be able to buy a new Surface 4. You wouldn’t believe how hard it is to get that letter from MS Store at the Domain. They know I am going to spend another $ 1200 for a 4. So painful.

Great experience at the store today bought a few gifts for the people on our Christmas list. We worked with Caleb he was absolutely fantastic and professional. He listened to our needs and made great recommendations. Great customer service and he was very tech savvy. I highly recommend visiting the Microsoft Store in the Domain and asking for Caleb you won’t go wrong. Happy shopping!

Sad, careless and miserable problem solving skills are to be found at your local MS store, Austin. Use Bing to search for any other resource.
My Surface Pro 3 brick died (after 6 months and under warranty) and after confirming via the 1.800 that the store had stock, lo & behold, no dice upon arrival. No biggie… stuff happens. This is where I figured great customer service might kick in.
Incorrect-​a-​mundo. Trying to get associate #1 & manager on duty to assist was awkward and painful. Since they had none in stock, I suggested they check with other stores in the state to see if one could be overnighted. My suggestion, not there’s. After that came up empty, they suggested I go on-​line to do the warranty swap… which I had to point out was impossible as I had no power in my PC. In addition, the swap takes 5 – 7 business days. Sure, let me kick back for a week while my contractor jobs dies on the vine… sure, thanks.
I suggested they provide me one from their floor models or a box in the back as a sign of great customer service (again, I’m under warranty) to which the manager replied, «Then we wouldn’t be able to charge our computers.» Right, got that, but you have like 100 and I have one… that isn’t working. It’s amazing to me how a little customer service could have gone such a long way.
I now have one in the mail via expedited purchase and another on its way via warranty swap, all of which I could have done from home, without a visit to a retail establishment as bleak & dark on the inside and shiny and magical on the outside as the monolith in 2001 a Space Odyssey.
Thanks for nothing MS Store @ the Domain. I’m typing this review on my Apple iPhone (because my Surface is still dead) and like a Zen teacher who provides a swift kick to the student to help them reach understanding and enlightenment, you just helped make me an Apple only customer for life. My tech savvy kids, teacher /​engineer wife and all of my friends with disposable income to blow on new gadgets will hear this story over and over again as well.
Job not well done. Keep up the crap-​tastic work!

Just wanted to update my previous post. Not only has NO ONE from the store called or tried to contact me about my experience at their store but I have been working with the escalation department at Microsoft and they just informed me that it was not a hardware issue but rather a update issue. So the guy at the store was completely wrong in «diagnosing» my Microsoft surface 2 and if he spent more than one minute looking at it, he should have known!

This is a negative 5 star review.
I am one of 3 people who actually wanted a new Windows phone (in the entire world).
This location has not been able to activate an ATT phone for over 3+ weeks and has been completely unresponsive in providing an ETA for when this might be possible. (I was actually told I could drive from Austin to San Antonio to see if I might have better luck there. Did they really think I wanted the new phone THAT badly?!)
SO, I bought the cheapest $ 70 Lumia 640 (POS — yes, piece of shh) at ATT to get by with the thought I could return it within 14 days. Yet, this debacle, exceeded 14 days. I mean, seriously???
Where is your ATT rep!!! Where is that infamous passcode that you so desperately need?!
This is a classic and epic fail on MSFT’s behalf to support the very few fans and users they have left.
BAD BAD BAD MSFT.
iPhone…NEXT!

Had my desktop for over a week trying to get Windows 10 off and Windows 7 back on. Communication was horrible. I continually had to contact them to see how it was going. Finally, got it home and everything is messed up. If you’re going to do something, do it right. Will now have to hire a professional to come over and fix it again because I will never take my computer back there.
Stay away from Windows 10!

Talk about a complete fail of services from head to toe. First a few tips so you don’t get screwed as I did.
First of all, the chat & phone support people have no idea of is or isn’t in stock online or in the brick & mortar stores. They will say they can see 13 models in stock but they are flat lying. They have no ability to see anything that you can’t online. They use the same public store website you would to check stock.
Two, the phone support & online support don’t know the difference between ram & video ram or the concept of caring about their jobs.
I called the local phone number of my Austin Domain store to see if they any models in stock that the website didn’t. After a 20 minute hold I was put through to some massive call center that was not the store. I figured they could check stock like every other retail establishment not located in the 3^rd world. Heck on Bestbuy I can check stock in every store in 3 countries as well as their fulfillment warehouses. Yet the company that created the online database & spreadsheets can’t tell you what your local store is selling.
Too bad they didn’t tell me this so I would know they were full of shit when they promised that they had two models in stock, in-​store. «The Zenbook Pro has 13 in stock & the MSI GE62 has 6 left.» She said like she was reading a stock list.
It felt weird so the next day I double checked with their chat support. Like the day before Kevin W. said both models were in stock. Great!!!
Since the drive from my studio is a good 2 hours with traffic I decided to call one last time to double check stock before I treked to the Nordstroms of Laptop buying experiences. I called the same local 512 number & again could only get to a national call center. After a few minutes of begging they put me through to the store. I waited for about 40 minutes on hold until someone picked it up to just hang it up. I called right back went through it all again & got hung up after 22 minutes this time. (if anyone cares I have records & call logs of each contact.) Figuring that the store is crazy busy with classy people buying signature laptops I decided to make the drive Being San Antonio/​Austin the hour drive took two.
I get to the store & was shocked of what a shit show it looked like. Like an Apple store with a meth problem. Two customers? were literally camped out on two gaming laptops the second you walk in the store. They had food, drink & their own headphones. When I asked to see one of the laptops a teen girl handed me the specs/​price stand from the table. She never moved & the two employees taking behind her heard me & did nothing. They just continued to talk. I looked around for either model which I didn’t find. All i found was old model laptops with 2 season old vid cards & 4^th gen processors. Not one powerful ultrabook, or anything powerful & light. If you want power you have to get the Alien at 7lbs. Again their was nothing classy or signature about my experience. I looked for 10 minutes before I had to grab a sales associate. No one approached me or said hi. They weren’t busy or understaffed, just lazy & couldn’t be bothered.
When finally asked about the models they said they didn’t have them & blamed the customer support & claimed that the reason I was hung up one was because the calls were being transferred to a different store. (BULLSHIT!) The asst manager offered me 15% for the being lied too twice & having my day wasted driving hours in 100 degree weather tugging an angry 3yr old around.
Great a 15% discount when they don’t have any of the models that would work. The one model they had was $ 2500ish dollars a full grand over my soft budget. Needless to say I couldn’t swing that for a weak vid card & old 4^th gen processor.
I ended up leaving the store with a free water completely pissed off & vowing to make sure everyone knows how bad the «MICROSOFT SIGNATURE EXPERIENCE» is.
I don’t know if Microsoft is planning on closing their stores or what but the stock was very low, the price point of what they did have in stock was very cheap.
If you ask me they should call this place the Surface store since that was about the only thing they seemed to care about selling & had instock.
The in-​store staff seemed to feel bad but it didn’t feel real. Seems like they have heard this story before as their reactions wasn’t nearly upset enough.

I called the Microsoft Store to schedule an appointment to reinstall ms access since my machine was wiped and new OS was installed. The woman on the other line was not helpful. She should not be representing Microsoft. Told me I need my product key, despite buying the product at the store and they actually did the installation. I told her I don’t think I have it. She said I would have to buy another version. She absolutely had no tact and sounded like she just came out of the ghetto. Wow is all I can say.

While it’s seems they’ve shrunk their video game selection, I really like the Microsoft store. They have an awesome selection of computers that you can look at and then go find online. Their phone selection is good, but they don’t have any of the unlocked Lumia phones.
I’ve been by for the Xbox one midnight release and it was a poppin event. They seem to really do things right here. I waited a while before buying mine later in the year, but the event alone made me almost want to buy one that night.
They’re always giving stuff away too. I got a free Lumia 1520 from them last year (valued at $ 550 at the time). If you’re going to buy Microsoft products, this store probably has a deal on them so you should check their website first and then pop in for same day satisfaction.

Stand up customer service. Sometimes you have to be the squeaky wheel, but they’ve been there for us on several occasions now. Yes, we got a defective laptop from the online store, but the local store took it back and helped us get a better one at a later date. They also removed a virus from my son’s laptop. Lastly, a few months later, my wife’s fairly new laptop had a malfunction right in the middle very important negotiations and she dropped in and they fixed it on the spot.

Friendly Staff, Lots of products to play with and great prices. Microsoft sells a lot of stuff they make such as the Surface, Surface Pro & Xbox obviously but everything else they sell in house is also part of their Microsoft Store branding, no spyware/​junkware or any garbage on any device you buy through them.
I like the fact they have a ton of helpful people who check on you off and on but let you just browse around and play. Low pressure, super friendly and if you know what you want/​need they just get you in and out.
I’ve purchased Surface RT, Xbox One, Many games and enjoyed their girl scouts programs and special events. Go on a launch night for a new product/​game/​service and enjoy a great event and walk home with some good freebies and positive experience.
Just dropped by to pickup a Surface 3 and it too was a great experience. Traded in my RT, grabbed student discount and walked out with a smile. No hard sale, just great service.

I’d just like to make a quick note on here. I went in to buy a Surface Pro 3 and Keenan (I believe his name was) gave me excellent customer service. Was it because he just moved here and hadn’t adopted this mentality that these previous people speak of? Perhaps. Was it because I had just moved here and was honestly looking for assistance? Perhaps. People often don’t realize that customer service is w two way street. It goes back to the Golden Rule. Don’t feel entitled to help and you will get great help. I’m not saying that WAS the case with the last reviewers, I’m saying it MIGHT be the case if you have a experience of your own.
Any who, I’d like to balance the field a bit by saying I had a great experience here and got just what I needed.

Wow, not much love for the folks at the Domain Microsoft store. My reason for not awarding a full 5 for this review; you can’t actually call the store. You get some call center allegedly «in your region» who answers questions and gives lame duck advice.
Recently, the wife has had a medical issue where one of the Microsoft products would be useful. Meet the Microsoft Band; likely similar to most other wearable tech. This band has a heart rate monitor which seems to be the leading reason why they are so popular versus the fitbit as they were full on the shelf. Sleep tracking too.
The band is seriously hard to find on a shelf; especially in a medium. Amazon, CL, and Ebay have them readily available at up to $ 200 over the $ 199 retail. I called on Wednesday of last week speaking with the call center dudes that told me I should drive over there immediately. Items that arrived on Monday if slated for a customer had 48 hours to pick it up.
If they didn’t pick it up; it hits the shelf. So, I drove on over to the Domain to the confused stares of the staff wondering what the heck the call center dude was thinking. I had already driven an hour; and went home with nothing. I left my info and Saturday morning I had an email that said to come back out as it was my wife’s lucky band day.
She is in LOVE with this gadget and the features. The Microsoft staff upon my return was knowledgeable and even threw in a screen protector at no extra cost. 4 stars for the experience. And, I’ll take a $ 15 refund for gas money. Lucky its cheaper these days.
UPDATE — The BAND died on Monday two days after we bought it.
UPDATE II — Still no replacement band as of the end of the month
FINAL UPDATE — Almost to the end of April and we have had no contact from the store.
I guess my wife will have to make due with the Samsung Gear S I just bought her instead.

I called in to learn about the trade in options for old devices when switching to a Windows phone, and received the worst customer service from a man named Marcel or something similar.
He could not give me an exact rate for my trade in, which I completely understand because it varies by device. His cop-​out answer to every question was «that is against company policy,» which I also understand that he cannot break.
My issue is the shortness of his answers and thinly veiled attempt to hide his very bad attitude. Oh, and the fact that he hung up on me mid-​sentence.
I have received great service in the store in the past, but this gentleman has single handily changed my opinion. I will no longer be switching to the Windows phone. Thanks buddy.

One I love this store because it’s not Apple! LOL Two I just made my first purchase here to get my new Xbox One. They offered a $ 100 rebate for my old Xbox 360. The staff was friendly. They offer a 5% military discount. That kind of sucked because most places offer 10% or more. I will say price games and consoles before you buy the bundles. You actually come out better sometimes without buying the bundles.