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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???
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.
I have the exact same issue - I paid $1400 dollars for a tablet and now you want me to pay another $300 dollars for a refurbished device that isn't of equal value. What a rip off!!! Plus your going to charge me $20 bucks just to print the return label. Used car sales people provide better service.
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
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
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.
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.
