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
    2020-03-30T14:20:26+00:00

    You're absolutely right. Microsoft would rather have YOU pay THEM than admit their mistakes. THAT'S NOT FIXING THE PROBLEM.

    When Microsoft put out their statement on this issue, they didn't bother to notify Surface Pro users. They tried to bury it -- that's why no one knows about it unless you search for it yourself! It's extremely shady, as are the Microsoft Support agents who disconnect calls rather than deal with the problems.

    I agree, I would be VERY reluctant to buy another Microsoft product. If this is how they're handling an issue that's a known fact with documentation AND A STATEMENT FROM MICROSOFT, can you imagine what will happen when a new issue comes up?!

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  2. Anonymous
    2020-03-30T14:14:05+00:00

    Sadly, there aren't any updates that can fix it. It's a hardware issue that Microsoft has known about. And you're right -- MICROSOFT SUPPORT IS ATROCIOUS! Between the amount of time on hold to the multiple agents that hang up on calls, it's gotten WAY out of hand. MICROSOFT NEEDS TO REPLACE THESE DEVICES ASAP!!! There should be no questions! Microsoft ADMITTED THERE'S A PROBLEM. Be persistent. DO NOT GIVE UP. MICROSOFT MUST BE HELD RESPONSIBLE!!!

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  3. Anonymous
    2020-03-30T14:06:37+00:00

    I sent you a private message a few days ago. Are you planning to respond? Or should I just assume that like most Microsoft interactions, they get dropped?

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  4. Anonymous
    2020-03-29T23:16:40+00:00

    Help...

    I am having the same issues with the flickering screen as these other customers. No system upgrades that I have done have made a difference. The problem keeps getting worse.

    When calling customer service, I have also been on hold forever, as well as been called back only to have Microsoft disconnect the call 2x today before I could speak to anyone. Very frustrating, to say the least.

    I have read today that Microsoft will replace the faulty surface pro 4 with a refurbished one if purchased within a 3 year period. That should be me. 

    I qualify for that offer but cant get any response. I am trying to work from home but my screen is flickering like crazy and I cant use it....

    HOW CAN I GET SUPPORT TO GET IN TOUCH? I NEED A REPLACEMWNT ASAP...

    Please help me...

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  5. Anonymous
    2020-03-28T05:23:26+00:00

    Hi mac1302,

    Thank you for reaching out to Microsoft Community. I'm really sorry for what happened and for the inconvenience this has caused you.

    I sent you with a private message since I need to ask for some details on this which should not be shared here. Please check you private messages and feel free to reply so we'll be able to check on this.

    Hope to hear from you.

    Kind Regards,

    Marrion Y.

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