No products or money were exchanged in relation to this editorial. This is purely my experience as a first-time shopper.
I’ve been in the market for a Surface Pro 11 to help optimize my travel experience as I often have work to do even when I travel for fun. I also like to read news articles and watch YouTube with my morning coffee, and I want to have a tablet I can easily move around my kitchen and backyard. I came across a sweet deal: $1099 for the Surface Pro 11 with 16GB of RAM, 1TB SSD, an OLED display, and the Snapdragon Elite processor. It also included a Microsoft TypeCover keyboard. And, according to the image on the product page at BuyDig, it would be the Surface Flex Keyboard.
The deal was too good to pass up, as the MSRP for this bundle is $2100. I paid an additional $30 to have it overnighted so I could configure it before a trip I was taking just a few days later. From all of my research, even though I really wanted 32GB of RAM in the unit I ultimately purchased, I could not find a better overall value.
So, for the first time, I bought a product through BuyDIg. Everything seemed fine, at first. I received an order confirmation email, and I could log into my new account and accurately view the transaction details. But I had a suspicion the included keyboard would be the standard TypeCover, as that’s what other retailers offer as a pre-assembled kit from Microsoft. Feeling the urgency upon me, I knew I needed to reach a human right away. Fortunately, that phone call put me in touch with one of the best customer service representatives I’ve ever engaged with. She took the time to understand my concern, and made a note to the warehouse to include the keyboard in the image. Even though it’s more expensive.
I thought I was in the clear, but I wasn’t.
Later that day, I noticed something was off: I did not receive tracking information. I knew that it would be impossible for the product to reach me if it did not ship that evening. So I called again and, fortunately, reached the same customer service representative. And, she remembered me! She got right on the case and later followed up with tracking information via email. By the following morning, less than 24 hours since my order was placed, the tracking updated to indicate the product would be delivered while I was out of town, and not overnight. At this point, unfortunately, the product was in the hands of FedEx and there was nothing that could be done.
To compensate me for this error, BuyDig offered to refund me for the overnight shipping fee and even a little extra for my trouble. My thinking was, hey, mistakes happen, no big deal. And then I returned home and opened my box from BuyDig to find…the wrong keyboard.
At around 10:30pm I wrote the customer service representative an email informing her of what happened. The next morning she replied with a sincere apology and offered for me to keep the keyboard and also receive a sizable partial refund.
You may be thinking this experience would push me away from BuyDig. Quite the opposite, in fact. I spend a lot of money at Amazon and BestBuy. Almost all of my tech is purchased at BestBuy, and they’re pretty great. They offer good deals on open-boxed items, their customer service, while a bit slow and cumbersome, are generally kind and accommodating. But to be able to call a human being and reach a resolution this easily, is an opportunity I want with every purchase.
Over the next several months, I expect I’ll be shopping at BuyDig more, and I will update this article as needed.