11-20-2019 05:23 PM
11-27-2019 10:01 AM
Hi there, Yohiba77,
Thanks for taking the time to provide us with these details about your recent shopping experience with us! I'm am major Microsoft Surface fan and that's an excellent purchase that we would love to stand behind however we are able.
Our Return & Exchange Promise will vary in time based on a members' status with us. It is accurate that our Elite and Elite Plus customer's enjoy a longer Return & Exchange Promise. This is a benefit that many of our customers work very hard for, and we take great pride in having such amazing customers. As our Elite and Elite Plus customers work very hard to obtain this status and the benefits associated with it, we would not generally be able to make an exception to our Return & Exchange Promise.
I do understand that this is not the answer you were hoping for, but I do hope that it sheds some clarity on this issue. If there is anything additional that we can assist with, or if you have any questions, please don't hesitate to let us know!