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
    2021-01-07T22:00:57+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

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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
    2020-09-26T05:05:31+00:00

    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......

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  4. Anonymous
    2020-05-21T20:22:26+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!

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  5. Anonymous
    2020-03-30T14:08:48+00:00

    It's absolutely ridiculous that there are still even more problems with these devices. And even more absurd that Microsoft is STILL not taking responsibility!!!

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