Microsoft Refuses to Replace THEIR PROBLEM!!!

Anonymous
2020-03-27T17:06:16+00:00

Microsoft is refusing to replace my Surface Pro 4 THAT THEY SENT ME. Long story short, I received a "new" (actually refurbed) Surface Pro 4 from them in December 2017 due to my first device being a lemon. Lo and behold, I'm now the latest victim of Flickergate. My screen is scrambled so bad it's become unusable.

I followed all of the instructions Microsoft gave regarding the potential solves to this issue, and then subsequently called Microsoft Support to set up my replacement process. THEY REFUSED TO REPLACE IT. Their only solution was that I pay $599 to "extend my warranty" and then they'll send me another device. UNACCEPTABLE! I was escalated to a supervisor who STILL REFUSED TO REPLACE IT. Again, this is a device SENT TO ME BY MICROSOFT. Not even one that I purchased, but what they chose to give me after their first failure. So can someone explain to me why I'm supposed to assume responsibility for a known hardware issue that isn't my fault?

We're in the midst of a nationwide quarantine, relegated to doing all work from our devices, and mine has become unusable. And while I thought I could actually get some relief during this crisis, Microsoft is refusing to own up to their mistake. WHY WON'T MICROSOFT EVER ACCEPT RESPONSIBILITY FOR THEIR PROBLEMS???

Surface | Surface Pro | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

62 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2020-12-31T01:42:02+00:00

    Could you please send these email addresses? Everyone I have spoken to at Surface support has proven to be poorly trained and I keep getting passed around to other departments.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2020-12-03T05:21:54+00:00

    Same issue. I barely used my surface pro 4. 

    Lately 3 yrs 6 months after i bought this laptop , after its on for over an hr, the screen is jumbled from a previous picture. I keep seeing an old picture that is on top of the current screen.

    When i connect an external monitor the screen is reset to extend to the new connected monitor, and issue is resolved. Issue then reappears after some hrs.

    For the amount of hrs (maybe 30hrs in total) i used this i7 eur 1200 + laptop, and knowing that according to other ppls experience, i will not get help from microsoft, i now am totally put off from buying any other hardware from this brand, if microsoft dont man up and admit their issue and replace these effected machines.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Anonymous
    2020-12-03T04:04:32+00:00

    Microsoft Customer Support

    Mario M.

    Relationship Manager

    +506 4116-0838

    Microsoft Customer Support

    Monday-Friday 7:00AM- 3:30PM (UTC-6)

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2020-10-21T19:04:40+00:00

    Roxanne Gullins

    Hello,

    It is very sad how we put our computer technology needs and trust into Microsoft and all we get is horrible customer service and support from another country who's staff uses American names to have us believe the support is in the USA. I was treated very rudely by those so called support team members but I guess Microsoft gets what it pays for which means we as the customers are **** out .  I did the BBB thing and that was a joke as well. I only got a basic email response saying they are looking into my situation and when they have investigated they will get back to me or send a replacement ( which means we will get a basic returned item which has been refurbished to their standards mind you that's what got us to this point in the first place ). It has been over two months. So I went to the small claims court and filed to be refunded for my item. The replacement window in my book has expired. I want to be refunded and that is what I will ask the judge for. I am so sorry your going through this. I know how frustrating it is dealing with Microsoft customer service and there so called support and escalation support team. I recommend you do the same and let a judge decide. Whatever you choose to do I wish you all the best. This has been a learning experience for me and has pushed me to look into other companies who care about their customers and their needs. I will update this area once I get my day in court which I am looking forward to. Best wishes to everyone

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2020-10-21T18:13:09+00:00

    Same thing us happing to me i did nothing wrong it had a windows update the touch screen wont exit out of ucif screen told me needs tp be replaced if the touch screen cant exit out 599 i asked to talk to a superviser was told i would get the same anwser it not fair i am reporting them to the better buiness .. told me in 24 hours will calle and to expect the same help

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments