Came in with my kids to understand if we could get our Surface Laptop 3 screen repaired due to a crack. Initially told we needed to book an appointment, which was fine. Attendant wasn’t able to tell us how long it’d take (hours, days), whether we needed to backup the device, if we’d be covered under warranty or give us an estimated the cost if we weren’t. In fact, she said to look up the cost on Google.com. The attendant went to speak to a colleague and later came back to tell me that they didn’t fix laptop screens at all. I asked if they could recommend somebody who could and she said they are the only people that fix Microsoft products, but that they couldn’t fix our screen. Moved away from Apple for the better product. Will certainly be moving back to Apple due to the awful customer service.

We have bought two laptops from the Microsoft Store over the past few years and both are good quality, light, and still going strong. Today my husband brought his Surface Pro in for service because it was not charging. The service was helpful and prompt and it was fixed in around half an hour. Every time we visit the staff are friendly, helpful and know their product. For people into PCs, this store is the go.

To say the least, I am utterly disappointed with the service that I received from both your physical Store and Online store. Normally customers are mistreated when they come back to store for a refund or fix damaged goods. It is quite telling when you are buying and they also mistreat you. Because I was ordering 5 computers and accessories, I had called the number from the website to organise a pick up instore. Everything was all well, as I was sent a confirmation number and a personal shopping link to make an appointment for pick up. What happened when I went to pick up the items is that the items were not set aside for me. The Store Manager made little to no attempt to improve on customer service, instead of trying to correct the situation and solving the problem, she literally told me she is "setting the correct expectations", which meant I can't have what I ordered, or option 2 I can pay a higher price to buy a combination of various other business models that they had in stock. She offered a meaningless discount of 8% off the original retail price while the current advertised price is15% off. Finally, because of such incompetence, I simply had to go elsewhere. I say go to a different brand if you can. They are other alternatives that you can buy which are also cheaper.

Today I was helped by Gene, which was the most wonderful customer service experience I have ever had. Gene was absolutely fantastic - he went above and beyond to help me, and was incredibly patient, kind and friendly. He knew exactly what he was doing and helped me as much as possible, thereby saving me a significant amount of trouble. His customer service skills were amazing, and he did his job superbly. I had a major problem with my laptop which was under warranty, and by putting in an immense amount of effort he managed to get it replaced when I arrived, even when I didn't have an appointment. I would rate this 6/5 if I could purely based on my experience with Gene. He is an absolute gem and deserves a promotion. Thank you Gene!!!

Easily the best customer experience I've ever had, thanks very much to Patrick Hines, found my issue with my laptop in under 30 seconds and resolved the issue in about a minute. Super friendly and great atmosphere, definitely a great store 👍

Extremely unprofessional manager and staff! They are there only for selling the products! 0 support! Called out on the face.. We don’t expect our devices to work more than 4 to 5 years. You bought a laptop in 2019 your best bet is to buy a new one!! Just money spinners!

I went to the microsoft sydney store today and i was less then happy with the lack of customer service today and with the information received no one really helped me to answer my questions in relation to hardware and the windows 11 operating system, the lack of customer service, the lack of help and the lack finding the right person to talk to to answer my question to these subjects was extremely inadequate not very happy @ all when is microsoft going to grow up and start answering questions that customers ask.

5 stars to Dean and the rest of the team at the Microsoft store here. They make a great shopping experience for buyers and visitors alike. Highly recommended this store to fans of Xbox and surface devices.

One of the customer service managers was very rude, talking over me. No other customer at the centre in Pitt st Sydney at the time when I was visiting, however, he wouldn’t give me time to discuss the details. Very disappointing

The support team is very helpful. I really appreciate Jamie's help. He is very nice, professional and careful. He helped me solve my Outlook issue which has long been my headache.

Amazing customer service resolving issues with laptops. Went above and beyond the warranty requirements. I doubt other companies would be so generous! I'm on my second Microsoft device and will be sticking with them. Very happy customer.

Thank you, Rosalie, for fixing my wireless keyboard on the spot the other day. I work near Pitt Street MS Experience Centre and my "J" decides to pop out of my keyboard in the middle of typing long emails. Try to ignore and pretend I dont need "J" in my life. Ended up crossing cbd with my MS wireless keyboard with frustration. Rosalie welcomed me with a friendly smile and asked me if I needed help. Oh yes, please! She was so patiently placing tiny tiny pieces together, then magic touch done. I asked her if I could give her a hug, and she gave me permission to go ahead and express my gratitude. Thank you, Rosalie and team of Microsoft Experience Center on Pitt Street.

Fantastic customer service at this store. Dylan was exceptional. Answered all my questions and helped me get the computer which suited me best. Highly recommend!

This was strange. I broke screen of my Pro 4 , went for repair or replacement They can’t fix it or replace. trade in price was $7 with keyboard and charger Staff wasn’t helpful either I bought around 4 years ago and hardly used it.

Great place to see and try the latest Microsoft tech. Good location near Town Hall. Ask train staff to help with directions if lost

I went in with a question about my Surface Pro. They went out the back to ask a technician who obviously did not understand the problem and gave useless information. The girl then gave me the phone number of a help line to call. This in fact was why I went there .. because the help line had been very unhelpful. Support is not one of Microsoft's strong points. I would be interested to see how it compare with an Apple Experience Store.

Big thanks to George! Came in with an issue with my surface pro charger. He diagnosed it and within 5 minutes i was sorted. Even gave me a new charger free of charge!! Thank you 🙏🏾

Absolutely awful customer service. This is my first and now last time purchasing a microsoft product because of it. Not only was it a huge inconvenience for me to have purchased a defective device but to be gaslit as soon as I arrived by staff was terrible. When I told the female staff member I was there to drop off my laptop to be fixed she told me I couldn't just drop it off that I had to stay with it and when I told her online and over the phone I had been given information about a drop off service she denied it and said she didn't know where I had seen that information but I was incorrect. She said this in such a rude and condescending tone that I looked up the website and showed her where it clearly said "drop off your device" then she admitted she did know that it said that on the website but that it was "too hard" to fix the website. A few minutes later another staff member looked at my laptop briefly asked me a few questions and then told me I had to leave the device with them for 5 days. So essentially it was a drop off device service even though the female staff member had rudely told me that they didn't do that and I was wrong for thinking that. Just awful. Never going back there or buying microsoft again.

In 2018, I bought a laptop that just came out from Microsoft. The screen and keyboard can be separated, which is the most luxurious configuration. But in the second month, I had to go back and replace it because the separation screen began to have problems. But now 2022, which is four years. Both batteries in the computer will not charge. Can't charge any power. The battery level keeps showing 0%. Is this the quality of a computer that a world's first tech company offers me? Apple computers of the same period were still fine. And the mobile phone I am giving you this paragraph is Huawei mate20, which is more than five years old. Even if I use my computer frequently, can I still have a mobile phone? But the Microsoft laptop is now just sitting there as a desktop, reminding me all the time. Microsoft Computer. just forget it. His battery is a joke.

Super helpful. I had trouble with my surface 8 laptops. Sebastian helped me in a very supportive and welcoming way. The best customer service I have ever received.

I love the store and experience center as an ex employee or a current MVP 🙏

I cant even give a star..... But I have to to even post this..... Worst customer experience ever. I have tried 4 times now to get my faulty Surface pro lap top picked up with no success. They don't answer the phone. They simply just don't respond. Simply ripped off! The lap top only worked for 1 month then I lost all of my information and the response was oh yes that happens sometimes but we will swap it with a new lap top.. That was 5 months ago. Then they tell you to go through the steps to get a courier to pick up your lap top. But the courier never arrives.. Never arrives! I have waited and waited but no courier ever arrives even after you print out the pick form an stick to the box. Then you try and ring the experience center and the automated message says please hold while I transfer you... But nothing happens. then the phone hangs up after 15-min sitting waiting praying for someone to answer...