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
    2021-01-08T15:51:13+00:00

    The same thing happened to me! Almost exactly. I am so incredibly angry with them.

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  2. Anonymous
    2021-01-10T07:40:16+00:00

    Hi Mac, 

    I have the same issue. One day in October I am using my surface pro and then a few hours later I come back and see it will not switch on! After dozens of calls, emails, cases made in October until now, I am no further. I have been told it's a hardware issue and Microsoft offer me the solution of buying a new one. My partner bought an Acer and I downloaded a reset picture and recovery point on a USB from a brand new windows 10. I then tried resetting the faulty surface pro laptop with this USB but it still does not turn on. The logo appears and disspears and that is all that happens. I only ever used the laptop for work purposes like email, Microsoft office. I don't understand how a flaw in their devices is the customers fault? Microsoft need to take the blame for their faulty products and give their customers ones that work. Like you, I thought buying top of the range laptop would save me this kind of hassle. Never again!!.can I ask did you ever get sorted?

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  3. Anonymous
    2021-01-10T08:10:54+00:00

    yes i did  and

    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

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  4. Anonymous
    2021-01-23T00:36:12+00:00

    What resolution you had received from Microsoft in your case? I am also facing the same issue after 3.4 years

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  5. Anonymous
    2021-01-23T18:19:35+00:00

    Hello Friend,

    My situation was different then most of the consumers sending me messages. My Surface pro was well within its 1 year warranty. It was not 2,3, or 4 years later that when it started acting up. Now if you have an extended warranty or there is a recall on your product and your within the recall repair time frame  then I suggest you reach out to Mario M Consumer relations manager or do an online search for Microsoft CEO"s  email address explain your situation to one of those executives. They may not answer you back directly but they will have someone answer you back on there behave or if you feel you have a valid claim file in small claims court as I did. I was contacted then we corrected the issue and moved on as well as parted ways .... I hope this information assist you. In my prior responses to other consumers I left Mario's M contact information. Every time I give the CEO's emails Microsoft deletes it .

    Good Luck

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