Microsoft Refuses to Replace THEIR PROBLEM!!!

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 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

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.

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!

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!