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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???
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.
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.
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 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.
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
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
