Microsoft Refuses to Replace THEIR PROBLEM!!!

I am experiencing the same problem with the screen flickering and it has been over 3 years since I purchased my surface pro4, so I am told that I would not be entitled to a replacement. I can imagine there is a huge number of people who are in the same position, they brought their pro surface over 3 years and have been totally side lined by Microsoft. All faulty laptops should have been replaced regardless. When I made my purchase, I paid a huge sum for my laptop and I was extremely happy with it until the flickering started. What a waste of money. I must admit, when I spoke to customer service, they were prompt and quick in their reply and I was called to diagnose the problem. However, I was offered the same as most of you £599 for an upgrade. I am wondering why I must pay for such problem myself and if I were not getting a replacement would I really be spending another penny let alone £599 on another Microsoft laptop. Instead I should have been compensated in some way or another.

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!

Hey There...can you let me know exactly who you emailed.  I have a Surface Pro 4 that just started flickering this month.  I bought it in January 2016 so I'm obviously out of the 3 year window for replacement.  I asked them to extend the warranty as a one time courtesy as it's not my fault the issue didn't manifest in my particular machine until the 4 year mark and they flat out refused.  Offered me the refurb for $599 (!!!) or a $200 credit towards a new device, which we all know is a drop in the bucket considering the issue isn't our fault.  I emailed customer service again to let them know that I wasn't satisfied with these solutions because I felt like I was basically being forced to buy a new machine when mine is perfectly fine but for THEIR issue.  They  acknowledged that it's Microsoft's fault, but said they weren't forcing me to buy anything. So I've obviously exhausted this avenue and would like to try yours.

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

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

I completely understand what you are saying.  My pro 6 is completely dead after only 18 months due to ongoing battery issues with these devices.  Customer service and tech support have been awful.  They will not own their problems and do the right thing.  I am horribly dissapointed as well and hear ypur frustration. 

i joined a surface group to ask for help and advice and was removed from the group .... microsoft will only reapond if you give them more money 

i am sorry for your experience.