PLASTIC HEADBAND OF SURFACE HEADPHONES CRACKED IN HALF

Question

PLASTIC HEADBAND OF SURFACE HEADPHONES CRACKED IN HALF

Anonymous

I would like to know my options. This is clearly a design / engineering failure on the part of Microsoft. I have been an adamant Surface user for the past 3 years, I have the Surface book laptop, and bought these Surface headphones. However, honestly I don't think I will recommend or buy these products again. If you are telling me the only way to "fix" this plastic headband is to pay $200 (which is what the Microsoft website is telling me to do) I'm so disappointed in the Surface products. Why not sell a replacement headband if this is such a clear design issue? After paying $350+ for these headphones less than 2 years ago WHY would I pay Microsoft an extra $200 to fix THEIR design mistake? Please tell me my options.

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Answer 1

Hi Caelan_M,

Thank you for reaching Microsoft Community. We are aware of the inconvenience it causes when the headband on your Surface headphones breaks in half. Your Surface headphones comes with A one-year limited hardware warranty. Charges will be applied if you are outside the warranty. I understand that this might not be acceptable. However, Microsoft devices are designed to last beyond its given coverage period. In any rare cases which the end user is experiencing issues within the time frame, we will fix them for free.

Replacement for the headband is not available, instead we will replace the whole headphones for only $159(USD). See How much does out-of-warranty service cost for your Surface device or accessory? - Microsoft Support to confirm its price.

To confirm what options available for your headphones, we recommend contacting our live support team for further assistance. You may reach them through web following the instructions below.

Go to Contact Us - Microsoft Support and select Devices.
Choose your preferred support method.
Type in the problem you need help with.
Look at any available solutions offered and select Contact Support.

Any replacement process is beyond our support boundaries here in the community. And it's for this reason that we're directing you to our live support team.

All the best!

Kind regards,

Lavenia