GTrusted

Microsoft has done a great job in creating a positive consumer experience with the Microsoft Store and range of Microsoft hardware products like the Microsoft Surface Book.    

However, there are limits that Microsoft has when selling through reputable large retail chains like Best Buy.  After purchasing the Microsoft Surface Book online at Best Buy for same day pickup (one of the best ways to avoid the long holiday shopping lines), the Best Buy retail associate was able to pull the purchase from the backroom inventory and place it in a Best Buy bag for expedited checkout.

Unfortunately, the Microsoft Surface Book has a flaw in the way that its distributed in retail.  Although the lack of plastic wrapping is environmentally friendly, the consumer's first impression can be disappointing especially if the retail channel is not careful in handling the product.  In the case of purchasing the Microsoft Surface Book at Best Buy, after leaving the store and opening up the Best Buy bag, we were disappointing in finding that not only was the box highly damaged, but it was previously opened.  

Most of the corners and edges of the box were dinged and damaged.  The surface of the box was also smudged and dirty in many places.

What was most disappointing was to find that the purchase seal was dirty and loosely attached, making it likely that the box was opened before.

After opening the box, seeing dirt impurities and damage inside the box further creates a negative box opening experience.

A lot more can be done to tighten up the entire buying experience of the Microsoft Surface Book at Best Buy, especially given its positioning as a premium product competing with those from Apple.  After losing confidence in this purchase, we returned the Microsoft Surface Book to Best Buy in exchange for a new box.