My local Microsoft Store allowed me to get a Surface Pro 2017 upgrade as a replacement when doing a $450 out-of-warranty repair exchange for my SP4. This may be an option for some SP3 and SP4 owners who don't want to feel as if they're not getting anything
worthwhile by paying the out-of-warranty repair fee and getting back the same old system in return.
My original SP4 specs: (i7 / 16GB RAM / 256GB storage; SKU# FKS-00001)
Replacement Surface Pro 2017 specs: (i7 / 16GB RAM / 512GB storage; SKU# VR7-00001)
Here's how it happened.
5-6 months ago, after the firmware update issue first killed the keyboard detection on my SP4, I went to the NYC Microsoft Store to see what they could do to help. During that January visit, the techs tried to help, but thought it might have been a hardware
failure and gave me the $450 out-of-warranty repair option to get a replacement SP4. I decided it wasn't worth it and just used a Bluetooth keyboard/touchpad combo (Logitech Illuminated Living-Room Keyboard K830) since. Especially considering that
1) there was no guarantee it wouldn't happen again and 2) I saw no reason to put that much money into a more-than-3-yr-old system from Nov 2015.
I happened to be downtown again with my SP4 on Monday, so stopped into the store again to see if anything had changed in the months since. Maybe the techs had more info now or had finally heard of the firmware issue, etc. A very helpful tech there spent
two hours trying to do everything he could to resolve it, but nothing worked, as (unfortunately) expected. Naturally, my original keyboard still worked fine on other Surface Pros in the store. This is when the unexpected happened. The tech told me that
since the SP4 was now two generations old and the stores no longer tend to have any stocked that they could do a swap for me of a comparable Surface Pro 2017. This made the idea of spending $450 more palatable since I would now be getting something worthwhile
in exchange: an actual upgrade. We were about to do the swap, but it was determined that the only 2017 i7 256GB model they had in stock had only 8GB RAM, half the 16GB of my SP4 system. And the other store in the area didn't have a 2017 in stock comparable
to my configuration. So much for that plan.
I thanked him for his efforts, went home, and phoned Microsoft Support directly to see what they could do. Their helpful rep explained that if Microsoft was out of my particular SP4 config, Microsoft would likely send me a comparable 2017 unit in exchange
instead. But there would be no way of knowing whether I'd be receiving an SP4 or a 2017 until it actually arrived on my doorstep (after sending in my current one and paying the $450). He then, however, also told me that my SP4 config was non-standard compared
to the 2017 generation which offered fewer configuration options than the SP4 did at launch. As such, the 2017 i7 / 16GB RAM systems came in only 512GB and 1TB storage options. This explains why the Microsoft store tech was unable to find a comparable system
for me. The Microsoft rep said he would see what he could do over the next 24-48 hours to try to get me a 2017, but suggested that I speak to one of the local store managers because they have the ability to allow what would essentially be considered an upgrade,
at their discretion. After all, it's not my fault an i7 / 16GB RAM / 256GB 2017 configuration doesn't exist.
Yesterday, I called the store back. First and foremost to speak to a manager to acknowledge the wonderful service I had received from the technician who worked with me. But, while I had the assistant manager on the phone, I explained my situation to him.
He then told me that they had some i7/16GB/512GB units in the store and would have no problem letting me do the out-of-warranty exchange for one. I went right back to the store and grabbed it, most appreciatively.
I still agree wholeheartedly that we shouldn't have to pay $450 to replace something which Microsoft themselves broke just because the warranty expired. But, for those of you near a local Microsoft store, if getting upgraded to a Surface Pro 2017 instead
of what you already had is something you'd be interested in for that same amount of money, you may want to look into the option since it sounds like most stores won't have any SP4s to provide as replacements. And, if they approve the swap, they can call other
stores in the area to see if they have a configuration in stock that would be considered a reasonable equivalent. One does not have to go through online/phone support for warranty replacements.
I've been putting my factory-reconditioned/like-new 2017 unit through its paces since yesterday, and have had no problems. It came with Win 10 1803 installed, which I then upgraded to 1903 and performed all subsequent Windows updates, which included various
Surface firmware updates, with no issues. I also checked the battery health status and confirmed that the unit does have its full original battery life available. The replacement system has a 90-day warranty.
My apologies for such a long post, but I wanted people to know that there is an alternative option available to them. You can possibly get a newer version of your Surface instead of settling for your same model for the $450 fee.
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