Microsoft Refuses to Replace THEIR PROBLEM!!!

I AM SO SORRY YOU ARE EXPERIENCING THIS .... MICROSOFT HAS HORRIBLE CUSTOMER SERVICE AND SUPPORT FOR THEIR CONSUMERS. I WENT THROUGH A SIMILAR ISSUE. I FILED COMPLAINTS WITH THE BBB AND THE INSPECTOR GENERAL OFFICE OF MY STATE ( BECAUSE IF IT IS NOT DOCUMENTED ITS LIKE IT NEVER HAPPENED ). FINALLY AFTER GIVING MICROSOFT ENOUGH TIME AND BEING TREATED BADLY BY THEIR OUT OF THE USA SUPPORT. I FILED MY COMPLAINT WITH THE SMALL CLAIMS COURT. I HAVE BEEN STRESSED AND TRAUMATIZED TO THE POINT WHERE I WILL NEVER BUY NOR ALLOW A MICROSOFT PRODUCT IN MY FAMILY'S HOME NOR WILL I RECOMMEND THEM TO ANYONE.

LET THE COURT JUDGE ADDRESS YOUR COMPLAINT BUT DOCUMENT EVERYTHING SO YOU HAVE PROOF. WEATHER YOU WIN OR HAVE TO ACCEPT WHATEVER THE JUDGE RECOMMENDS IT BECOMES PUBLIC RECORD WHICH IS NOT GOOD FOR ANY BUSINESS. I WISH YOU THE BEST OF LUCK AND I HOPE THIS HELPS YOU......

I habr the same issue. I called a few days ago and their solution is tbag i pay $599 for a replacement. I don’t believe that microsoft is going to own up to this issue.

ive been a major SP fan for the last half decade. Guess what? Im going to spend my money on a macbook pro instead.

Just replied to another post, but I'll share the same info here.

DO NOT GIVE UP! Bypass Customer Support and go straight to the source. A quick Google search will give you the email addresses of the higher-ups of Microsoft. Email all of them. Explain your problem. Explain that once again, it's a device that M ICROSOFT GAVE YOU and therefore it's THEIR RESPONSIBILITY!

Hopefully you'll have a similar result to me, and someone will reach out to you to discuss your free replacement. Microsoft doesn't want this info about their failures circulating. Customer Support has NO authority to do anything, and they're quite rude in addition. So while their instructions are to shut us down, to tell us no, and to make us pay or give up, WE WILL NOT GIVE UP! The people at the top seem more willing to work with you, especially if you're persistent. Perhaps if enough of us continue to point out their problems, Microsoft will HAVE to change their tune and take FULL RESPONSIBILITY for their product defects!

Daniel - so sorry to hear you're having this issue, especially on day 95! Seems typical of the Surface design that problems on arise when a warranty has ended. Quite suspicious...

I DID manage to get my case resolved, and get another Surface Pro sent to me FOR FREE! How? I took it up the line as far as I could go on my own.

At the recommendation of my lawyer, I did a little online searching to find the emails of every higher-up at Microsoft. I'm talking board members, VPs, CEOs, the works. And I emailed ALL****of them. Maybe it was bombarding them, maybe it was pure luck, but I got a phone call the next day. After a bit of back and forth that was far more cordial than any of my conversations with Customer Support, they agreed to replace my device. Sure, it was with another refurb, but did I really have a choice? We're in the middle of a pandemic!

Remember to hit home the fact that MICROSOFT sent you a defective device. Make them take responsibility! Best of luck, and don't give up!

Hey mac1302, 

I'm a student, currently also quarantined and guess what? My SP4 started flickering. Like so so many here, I did not know about flickergate (which has already been going on for 3 YEARS!!) and of course my Surface is out of warranty or the 3 year span. BTW I am from Europe and I am fairly certain these kind of limits on such issues are NOT legal. Any Europeans who know the exact regulations for that maybe? 

Anyways, since all my classes are via Zoom now and the flickering increases intensely especially during video conferencing I have not been able to follow my classes stringently. A friend of mine with the same model has given up on it entirely and already purchased another laptop - no Microsoft product of course. But I don't have the cash for that and I don't think I should have to buy a new one. When I saved my money to purchase the Surface I was thinking: this is a premium product (advertisement and price alone are indicators) and I will make an investment for the future with it. 

First, there was the overheating during standby. Okay, software issue. Then I had a black line on my display. Microsoft exchanged the laptop quick and not overly complicated. Naturally because of that my trust was still in the customer service, although I already had my doubts about the quality of the product. 

But now that I have witnessed how Microsoft has treated my friend and so many other here in forums, on facebook, and in general the way they have tried to bury the topic. I am beyond disappointed, angry, hopeless maybe even. I don`t have the financial resources to start a lawsuit but I would happily give my voice too! I think there are many students or maybe even schoolkids that have bought the Surface because it fits our needs perfectly and it was supposed to last us during our studies and our first jobs. 

Mac1302, thank you for not giving up when so many are. I'd love to hear about your progress with Microsoft and the lawyer. I won`t stop making my opinion public either, everyone can post about it on facebook for example. Others who would still have the chance to get an exchange (and then sell it!) should be made aware and then Microsoft needs to be put on the stand for this rotten corporate responsibility.