Surface Pro 4 Screen Flickers

Anonymous
2020-03-29T23:39:47+00:00

I have the same problem as many other Microsoft users (summarized below)

What is Microsoft's solution to resolve the Surface Pro 4 flickering screen?

ISSUE

Due to the pandemic, I now need to work remotely and use this Surface for 8 or more hours each day.  The first full day was a surprise when my screen started flickering.  I see that Microsoft knew about this issue and arranged to extend the warranty to 3 years.  Unfortunately, my Surface Pro 4 is just past the 3 years.  I feel that since my Surface was registered when I bought it that Microsoft should have notified me that my Surface was in the batch of known hardware defects.  Had I known about this issue, I would have taken care of this issue immediately.  Instead, I was left to discover this on my own over time.  Now, Microsoft support has offered to replace my Surface with a used certified Surface for an additional $599.99 with only a 90 day warranty.  I don't really want to spend an additional $599.99 but I will if I have to so I can continue to get some work done.  I have 2 issues with this, one is that Microsoft had my contact information from my registered device and never contacted me to say I had this known hardware issue and second is that after I spend $599.99 I will get a used device with only a 90 warranty. 

1) What is Microsoft's resolution to this?

2) How do we implement the solution during the COVID-19 crisis?

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2020-06-29T17:20:09+00:00

    in our case microsoft did not request a return of old device ....

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  2. Anonymous
    2020-06-29T16:29:32+00:00

    In the form that we filled for dispute , there is a space to key in  the resolution needed by us.

    We had asked for "no cost replacement of our device" and  microsoft resolved it .

    Regarding timeline , once our forms with all documentary evidence was received , it took the escalation team about a week to resolve . 

    For process pls go through the link 

    https://www.microsoft.com/en-us/legal/arbitration?SilentAuth=1&wa=wsignin1.0

    A notice of dispute form has to be filled manually and sent with any documentary evidence supporting your case like the interactions with customer service , or anything that you deem fit so that the escalation team can review and take a call. 

    notice of dispute form is at this link 

    https://query.prod.cms.rt.microsoft.com/cms/api/am/binary/RW5Dpq

    Thanks for the promp reply!

    And did you return the old device? I have gifted the device to my brother outside US and it might be hard for us to send the old one back to them quickly.

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  3. Anonymous
    2020-06-29T15:46:47+00:00

    In the form that we filled for dispute , there is a space to key in  the resolution needed by us.

    We had asked for "no cost replacement of our device" and  microsoft resolved it .

    Regarding timeline , once our forms with all documentary evidence was received , it took the escalation team about a week to resolve . 

    For process pls go through the link 

    https://www.microsoft.com/en-us/legal/arbitration?SilentAuth=1&wa=wsignin1.0

    A notice of dispute form has to be filled manually and sent with any documentary evidence supporting your case like the interactions with customer service , or anything that you deem fit so that the escalation team can review and take a call. 

    notice of dispute form is at this link 

    https://query.prod.cms.rt.microsoft.com/cms/api/am/binary/RW5Dpq

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  4. Anonymous
    2020-06-29T02:38:16+00:00

    UPDATE 

    After the initial customer service resolution was not satisfactory, we explored our options and we made use of our rights under the "arbitration agreement " which could be found under under.  

    https://www.microsoft.com/en-us/legal/arbitration?SilentAuth=1&wa=wsignin1.0

    if you are in the US , you have to first send in "Notice of dispute" giving microsoft a chance to resolve the issue fairly.  For us the issue was resolved after filing Notice of dispute and hence we did not have to go for arbitration.

    Hope this helps !! 

    thanks

    Balu

    Thank you so much for the information. Can you explain more how exactly they resolved the issue? And what was the exact process? How long it took for you to resolve it?

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  5. Anonymous
    2020-06-26T23:09:44+00:00

    UPDATE 

    After the initial customer service resolution was not satisfactory, we explored our options and we made use of our rights under the "arbitration agreement " which could be found under under.  

    https://www.microsoft.com/en-us/legal/arbitration?SilentAuth=1&wa=wsignin1.0

    if you are in the US , you have to first send in "Notice of dispute" giving microsoft a chance to resolve the issue fairly.  For us the issue was resolved after filing Notice of dispute and hence we did not have to go for arbitration.

    Hope this helps !! 

    thanks

    Balu

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