Microsoft Refuses to Replace THEIR PROBLEM!!!

Hi Mac,

I received a replacement unit SP4 that is having a hardware issue. The SSD is dying and I get a bsod of every 10 minutes no matter what. I started having this issue 5 days after the 90 day warranty (convenient, right?) I received a response this morning that they'll only replace it if I'd contacted support BEFORE the 90 days. I had no issues until day 95! 

Did you get your SP4 issue resolved? Between this and my SP3 issues, I'll steer others away from Surface forever if they refuse to help. I have literally 4 layers on protection on this thing and am at 50 battery cycles, probably 45 or less before troubleshooting!

Thanks,

Daniel

This is the reply that I FINALLY  got from the Microsoft agent, nearly a week after I answered their private message. Yet again, it refers me to the same page where I got the information about the Surface Pro 4 defect to begin with. For the amount of time they've had to respond, this is UNACCEPTABLE.

So I foolishly tried yet again to call Microsoft today to try and speak with a human. The first time, I was put on hold for OVER AN HOUR, and then was disconnected. Through the online technical support, I arranged a callback. I was surprisingly called back within the hour. The agent I spoke to kindly transferred me to her supervisor, Phillip/Felix -- name different depending on which agent was speaking, and what accent they had.

Phillip/Felix was the rudest agent I have ever spoken to. Not only did he interrupt me repeatedly, he continually made noises into the speaker of the phone so I couldn't hear him, and even went so far as to make derogatory remarks insulting my intelligence and my reasons for calling technical support. It's absolutely appalling that someone like Phillip/Felix works in customer support, let alone speaks to other people the way he spoke to me. I remained calm and polite throughout the phone call, trying to explain my situation to him to no avail, as he continued to cut me off and not allow me to speak. I finally decided I had enough of his verbal abuse and asked to be transferred to his supervisor, at which point I was put on another hold.

Once I was connected to the next supervisor, whose name he tried to say was Edd or Add (though the spelling was unclear as well), he actually tried to explain to me the process that the agents at technical support go through in order to get cases resolved. When he admitted he didn't have to authority to truly handle my case, our conversation proceeded roughly as follows:

Me: Can you put me in contact with a supervisor or manager who does have the authority to handle my case?

Him: I don't have any direct contact information. I can only escalate the issue from here.

Me: Great! So when you escalate the issue, what happens next?

Him: I escalate the issue in the system, then I wait for them to get back to me so I can contact you.

Me: Who's "them?"

Him: I don't know.

Me: Do you have contact information for "them" so I can reach out myself?

Him: I wish. That's not how our system works.

Naturally, I asked him to escalate the issue. We'll see how long it takes for someone to get back to me, seeing as it took nearly 6 days for the agent on this board to respond. In the meantime, I'll be speaking to my lawyer about how to proceed from here.

In summary, this is the Microsoft way to handle problems:

1. Give scripted answers
2. Refuse to listen
3. Treat you like dirt when you ask for help 
4. "Escalate" issues to people that  likely don't exist

--and their absolute favorite move -- 

5. Put you on hold until you give up

Guess what, Microsoft?

I'M NOT GIVING UP.

Hi mac1302,

Thank you for reaching out to Microsoft Community. I'm really sorry for what happened and for the inconvenience this has caused you.

I sent you with a private message since I need to ask for some details on this which should not be shared here. Please check you private messages and feel free to reply so we'll be able to check on this.

Hope to hear from you.

Kind Regards,

Marrion Y.

I replied to the private message nearly 5 DAYS AGO and I HAVE GOTTEN NO RESPONSE, despite the clear indication that Marrion Y has replied to a multitude of other posts on this board. Since my attempts at contact with Microsoft via phone, online chat, and now discussion boards have proved fruitless, it seems that legal action is necessary.

I strongly suggest that others do the same. Perhaps then Microsoft will be forced to FIX THEIR PROBLEMS.

You're absolutely right. Microsoft would rather have YOU pay THEM than admit their mistakes. THAT'S NOT FIXING THE PROBLEM.

When Microsoft put out their statement on this issue, they didn't bother to notify Surface Pro users. They tried to bury it -- that's why no one knows about it unless you search for it yourself! It's extremely shady, as are the Microsoft Support agents who disconnect calls rather than deal with the problems.

I agree, I would be VERY reluctant to buy another Microsoft product. If this is how they're handling an issue that's a known fact with documentation AND A STATEMENT FROM MICROSOFT, can you imagine what will happen when a new issue comes up?!

Sadly, there aren't any updates that can fix it. It's a hardware issue that Microsoft has known about. And you're right -- MICROSOFT SUPPORT IS ATROCIOUS! Between the amount of time on hold to the multiple agents that hang up on calls, it's gotten WAY out of hand. MICROSOFT NEEDS TO REPLACE THESE DEVICES ASAP!!! There should be no questions! Microsoft ADMITTED THERE'S A PROBLEM. Be persistent. DO NOT GIVE UP. MICROSOFT MUST BE HELD RESPONSIBLE!!!