How long does the “pending” take?

Question

How long does the “pending” take?

Anonymous

I saw on a previous post that if it still says pending on a repair order status, it is on Microsoft’s end that they have to review it and go ahead with it. And from there I should receive the tracking number and shipping label. I just want to double check, but my order is for a Microsoft Surface Studio repair where I send the laptop in with a shipping label. I paid for overnight 3-4 day shipping and I leave for France soon so I’ll need my computer. My status still says “pending” for more than a day. Is the process for “pending” on Microsoft’s end supposed to take super long? I haven’t received the shipping label yet to send off. Sorry silly question, I just haven’t gotten any information from anything other than a machine.

Also there has been no way to contact a representative to help me out beside this questionnaire or an automated system. Has anyone been able to speak to someone?

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3 answers

Answer 1

Hello, Paris M.

Welcome to Microsoft Community!

Thank you for describing your issue.

After reading your content, I've noticed that you are currently looking to expedite your order process and would like to speak with a real person.

I understand that you may be in a bit of a hurry at this point. Please don't worry, I am here to help you with the following:

As Microsoft Community Support, I can provide you with the steps to contact the Surface support team in France. After you describe your repair order to them and provide them with your order number, they will help you follow up on the status of your order.

I can help you to contact Surface Live Support:

Use your personal Microsoft account (not your organizational account) to access the following links:

Contact - Microsoft Support

Type Surface, press Enter, and click "Contact Support" at the bottom:

Select Technical Support and select the device model you are currently using in the Produce family, then click Confirm:

You will see contact options for chat support and phone support, please contact them during office hours:

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 2

Yes, I was looking to speak to a real person! I will try this. Currently, it takes me Microsoft community page, not the page you have shown.

What I meant by pending is that I paid for the Out of Warranty repair service which allows me to send in my Surface Studio for $750, plus tax and shipping. I have paid for all of this, it has been taken from my account, and my payment status still says pending for the past three days. The shipping I paid for was overnight 3-4 days so I have it back immediately. Again, I have already paid for that. But it said I would receive a shipping label through my email that allows me to send my laptop in with the shipment that I paid for. If I paid for overnight shipping, why am I waiting so long for the label to ship even though I chose the faster option? If I knew I had to wait this long and my payment is taken within seconds, why does take Microsoft over 3 days to process it? I leave for France in a week to study abroad, and I bought this 10 days in advance, which should be plenty of time, I need my laptop.

Also, the link you provided is in French.

Thank you so much for responding.

Answer 3

Thank you for your response.

The Contact us screen that ended up directing you to the community was due to a temporary issue, we have received feedback from many users and have resolved the issue.

To help you continue to follow up on your order, I will continue to provide you with the following directions:

Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

Type Surface, press Enter, and click "Contact Support" at the bottom:

Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

You will see contact options for Chat support and Phone support, please contact them during business hours:

I hope you can get your Surface as soon as possible.

Best Regards.

Leo.L - Microsoft Community Support Specialist