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: Oldest
Most helpful Newest Oldest
  1. 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
  2. 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
  3. Anonymous
    2020-12-31T01:42:02+00:00

    Could you please send these email addresses? Everyone I have spoken to at Surface support has proven to be poorly trained and I keep getting passed around to other departments.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2021-01-07T21:16:25+00:00

    Hello,

    Exactly in the same ballpark ! PING PONG game between Microsoft and me for 25 days now and counting! Anybody here has a positive result at the end of this laborious process?

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2021-01-07T22:00:28+00:00

    Yes I did resolve my issue first I opened a case with small claims court and them has Microsoft serviced. I also emailed several executives daily and finally a man by the name of Mario M contacted me and we resolved everything. So I closed out my court case...... I know very well the support from Microsoft is horrible and needs to be restructured if not Microsoft will always have consumer issues. Below is the information your seeking......... I wish everyone the best ........ 

    Email : satyan@microsoft.com   ,dougb@microsoft.com,   nbarnett@microsoft.com

    also this gentlemen is who resolved my issues below instructed by one of the executives listed above because i emailed all of them

    Mario M.

    Relationship Manager

    +506 4116-0838

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments