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

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  1. Anonymous
    2020-10-29T02:53:37+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!

    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.

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  2. Anonymous
    2020-11-10T15:38:38+00:00

    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.

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  3. 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 ?

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  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)

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  5. 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.

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