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: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-12-31T01:38:29+00:00

    Hi Mac,

    Have you had any resolution or pursued legal action? I am going trhough something similar- microsoft sent me a faulty surface laptop with hardware problems (flashing screen) and issued an exchange. I was sent a refurbished product after paying premium for a brand new prodoct only months before. I was then charged $1409.42 for the replacemebt device after mailed in the faulty device with Microsofts pre paid label. I have been dealing with the charge reversal for months now and customer support has beeb a nightmare! Trying to figure out the next steps. I submitted a claim to the federal trade comission and am exploring other options with small claims but honestly with these hardware issues happening to the masses their needs to be more accountability.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-12-03T07:34:15+00:00

    I understand your upset.... I know I was very upset. The surface pro 4 was known to have issues I remember reading about this online and replacements and or repairs were offered but this was about three years ago I think, I am not sure now. Microsoft apparently is not going to assist you unless you take them to small claims court and prove your unit was defective and make it public record.

    Theire customer service and support is clearly from outside the USA and the representatives use normal USA names to throw us off but they all have an accent as well as a way of speaking which is not from the USA plus they provide little to no satisfactory assistant or help . I believe you would do much better taking your item to a local repair shop that is windows certified that is if you want to continue using the Pro 4. If not do what most Microsoft customers do toss it in the trash and buy a tablet from another company like Acer or Hp or better yet an Apple. It's sad many loyal Microsoft customers are leaving by the thousands and avoid their products but they dont seem to care. I guess they forget we have other choices. Whatever you choose to do I wish you the best and inform everyone friends, family and co-workers of your experience so they know what you went throw and not follow in your footsteps and buy anything from Microsoft.

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  3. 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
  4. 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
  5. Anonymous
    2020-12-03T03:46:49+00:00

    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!

    Hello, 

    I have a similar issue than you, could you please send me the email addresses of the people you reached out to ?

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments