MS Windows 10 Pro Upgrade refund [SOLVED]

Recently I purchased an Acer Aspire R14 from Best Buy. It shipped with Windows 10 Home and I purchased the Windows 10 Pro upgrade via the Microsoft/Windows Store for $99. Unfortunately, the laptop failed and I had to return it. That meant that I was out the $99 I spent for the Win 10 Pro upgrade 🙁

Thankfully, MS’s tech chat support was able to resolve the issue. The complete transcript, with details redacted, is posted below. Here are three highlights to start with:

  • Ideally, refund requests should be submitted within 30 days of purchase
  • If a machine fails, the purchased Windows 10 Pro upgrade license should still be valid for use on a new machine (if you still need it, which I did not)
  • They honored my refund request and refunded the complete amount, while deactivating the Pro upgrade license (thus I was satisfied with their service and their response.)

Refund request approved!

Refund request approved!

 Here is the complete MS chat transcript w/details redacted:

Microsoft Answer Tech

Maria B

Hi, thanks for visiting Answer Desk! I’m Maria B.
1:50 pm

Me

Hello!
1:51 pm

Maria B

How are you doing today?
1:51 pm

Me

Good thank you, and you?
1:51 pm

Maria B

I am glad to know that you feel that way, JD. I am doing great. Thanks for asking!
1:51 pm

Maria B

How may I help you?
1:51 pm

Me

I am having a problem with a Windows 10 Pro upgrade that I purchased recently, Order ID d4d60b76-9c0c-4263-adfd-38e850xxxxxx
1:51 pm

Me

Specifically,
1:52 pm

Maria B

Oh, I am sorry to know that you are facing such problem, JD.
1:52 pm

Me

I purchased this for a laptop, then the laptop failed and I returned it to Best Buy. Therefore, I can no longer use the upgrade 🙁
1:52 pm

Me

I would like to please see about getting a refund for the order
1:52 pm

Maria B

I completely understand, JD.
1:53 pm

Me

Thank you for your assistance
1:53 pm

Maria B

You are most welcome.
1:54 pm

Maria B

Let me go ahead and check on the possible ways on how you can have the refund.
1:54 pm

Me

Thank you very much for checking Maria!
1:55 pm

Maria B

You are most welcome.
1:55 pm

Maria B

JD, may I know when did you return the laptop to BestBuy please?
1:55 pm

Me

Certainly, please let me find the date, it will only take a moment
1:56 pm

Maria B

Sure thing. Thank you so much.
1:56 pm

Me

OK, the laptop was purchased on Feb 8th and I had to return it on Feb 22nd.
1:56 pm

Maria B

Thank you for the information.
1:56 pm

Me

Certainly
1:56 pm

Maria B

Just a heads up, we can only process refund for the purchase if it is within 30 days after the purchase.
1:58 pm

Me

Does that mean a refund is not possible?
1:59 pm

Maria B

I am still checking on it, JD. Please bear with me here.
2:01 pm

Me

Certainly, thank you!
2:01 pm

Maria B

You are most welcome. Thank you as well.
2:01 pm

Maria B

JD, thank you so much for waiting.
2:02 pm

Me

No problem 🙂
2:02 pm

Maria B

Upon checking here, I can see here that you can still have the Windows 10 Pro installed on your device, JD.
2:04 pm

Maria B

I can see here that you have the Windows 7 as of the moment, you can have it upgraded to Windows 10 and later on, the Windows 10 Pro will be installed.
2:04 pm

Me

Thank you for your assistance in that regard, however, I am using my desktop office machine. I do not plan on upgrading it to Windows 10 and therefore I am requesting a refund for the *Win 10 Pro license that was purchased on the laptop that failed and that I returned*.
2:06 pm

Me

Sorry for the long message, hopefully it will make sense.
2:06 pm

Maria B

No worries. I totally understand, JD.
2:06 pm

Maria B

I would love to process the refund for it. However, my system will not allow  me to do so and to proceed.
2:08 pm

Me

OK, I understand that there are such limitations. Is there anyone else you would recommend I should talk to? Or is there a MS Store credit available instead of a refund?
2:09 pm

Maria B

JD, I completely understand that you want to have refund for the purchase. We are using same tool here.
2:10 pm

Maria B

Hey, you know what, I have good news for you.
2:12 pm

Me

OK 🙂
2:12 pm

Maria B

I tried to ask my supervisor again about this and explained your situation.
2:12 pm

Me

Thank you kindly for your effort
2:13 pm

Maria B

And I am so glad to inform you that he finally agreed and gave an approval for your refund request. (smile)
2:13 pm

Me

Thank you very much for your effort, and please thank him for me as well. I greatly appreciate all the info you provided and now I will know to always contact MS well before 30 days if I have such an issue. 🙂
2:14 pm

Maria B

You are most welcome. And also, I’d like to inform you as well that once the refund has been processed, the license for Windows 10 Pro upgrade will be deactivated.
2:15 pm

Me

Certainly, that is most understandable!
2:15 pm

Maria B

Thank you so much for your understanding, JD.
2:15 pm

Maria B

The refund has been issued amounting to 99.99 USD. Please be advised that the refund takes  2-5 business days to process the refund on our end and it should reflect on your bank statement within 1-2 billing cycle, depending on your bank.
2:16 pm

Maria B

Here is you reference number for this transaction 133217XXXX.
2:16 pm

Me

Certainly, it was a pleasure talking with you Maria and I hope you have a WONDERFUL day! Thank you again 🙂
2:16 pm

Maria B

You are most welcome!
2:16 pm

Maria B

If you need more assistance please remember that we are only few clicks away from you.
2:16 pm

Maria B

Before we end our chat session, I’d like to confirm that your concern is resolved. Once again, this is Maria and it has been my pleasure working with you. Thank you for choosing Microsoft. Have a great day and take care always! To end this chat, please click the END CHAT button the top right corner.
2:17 pm

Me

Everything is resolved Maria, thank you! (I will End Chat now)
2:17 pm

Maria B

Thank you so much for the confirmation. (smile)
2:18 pm

Refund shown here:

 

 

MS Refund Info

MS Refund Info

 

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