Surface Pro 3 battery degradation

THIS IS HOW MICROSOFT RESPOND!

I purchased my Surface Pro 3 from the UK MS Store in February 2015 believing that it would provide the best service and support if needed. How wrong could I have been!?!?! My Surface died on me soon after travelling abroad in early July (it's first and only trip off the work desk at home). On my return to the UK I found MS Technical Support appalling as my device was out of warranty. I was eventually told to put a complaint in writing to the MS Store. Yesterday, Friday 5 August I received the most unbelievable response - copied below. I would like to know what experience others have had.

 To: MS Store Customer Support

Subject: Case Number: xxxxxxxx Surface Pro 3 Replacement/Refund

 I am officially making a complaint about my defective MS Surface Pro 3 (S/N: xxxxxxxxxxxxx). Please could you refer to the Case Numbers: xxxxxxxx Monday 25 July 2016 onwards.

The Surface Pro 3 was purchased from the MS Store (Order No: xxxxxxx) in February 2015. The warranty ended 25 May 2016. Earlier this month, within 6 weeks of the 1 year warranty ending, the Surface is stone cold dead, unable to charge, unable to reboot etc. There is growing evidence in the media of a battery problem which appears to be very like this issue. Under EU and UK law the time period covering defective electronics is much more than the 1 year warranty MS Tech Support insists on continuously quoting me. Under the circumstances I am not prepared to accept the only option given to me; to pay £400 to receive a reconditioned/second hand MS Surface Pro 3 replacement (which may very well suffer from the same issue at some point)! I have lost important work I was working on saved to the desktop. I cannot trust a device that I have already had to reset once before due to a disastrous Windows 10 installation, and reset/return to using Windows 8.1. Losing work and information a second time in less than 18 months is unacceptable. I am meticulous about the software I allow my Surface Pro 3 to run to avoid any issues, viruses etc. Physically I have treated it with the utmost care, and this trip abroad was the first time it had left my work desk. It's a very beautiful item, but, very sadly there clearly are issues with it. It has failed catastrophically on me and does not have a removable SSD or straight forward recovery options. I have only managed to recover what I had stored on my removable SD card.

Under the UK Consumer Rights Act 2015 the statute of limitations is 5 years in Scotland and 6 years in England; considerably more than the "1 year, out of warranty" quote from MS Surface Tech Support.

Please could this matter be resolved with a better solution - a refund (preferable) or a reassuringly more adequate and reasonable replacement than already suggested by MS Surface Tech Support.

Best regards

Elene Ioannou

 RESPONSE FROM MS STORE

 FRIDAY 5 AUGUST 2016

 ----------------------------------------

 From: Microsoft Store Customer Support

 Sent: ‎05/‎08/‎2016 14:17

 To: eleneioannou

 Subject: Surface case number xxxxxxxxxxxx

 Hello,

Please see the below response:

Under the UK Consumer Rights Act 2015, Consumers have a 6-year statutory right to make a claim against confirmed faults that are deemed to have been in existence at the time of purchase.

Outlined in section 18 of the UK Consumer Rights Act, for defects that arise more than six months after purchase or delivery, it is the customer’s responsibility to provide proof that the defect or issue experienced was present at the time of purchase.  At Microsoft we do offer a repair/replacement service in the form of the 1-year manufacturer warranty that extends beyond the required six months required by law, but unfortunately this time period has expired and your device is no longer covered. As such, we encourage you to seek an assessment as offered by Surface Care, or from an independent expert. If unhappy with our assessment of the legal situation you are of course – and encouraged – to seek independent advice.

Thank you.

With Kind Regards,

Emil Isaksson

 Microsoft Online Store Customer Service

I

I purchased my Surface Pro 3 from the UK MS Store in February 2015 believing that it would provide the best service and support if needed. How wrong could I have been!?!?! My Surface died on me soon after travelling abroad in early July (it's first and only trip off the work desk at home). On my return to the UK I found MS Technical Support appalling as my device was out of warranty. I was eventually told to put a complaint in writing to the MS Store. Yesterday, Friday 5 August I received the most unbelievable response - copied below. I would like to know what experience others have had.

To: MS Store Customer Support

Subject: Case Number: xxxxxxxx Surface Pro 3 Replacement/Refund

I am officially making a complaint about my defective MS Surface Pro 3 (S/N: xxxxxxxxxxxxx). Please could you refer to the Case Numbers: xxxxxxxx Monday 25 July 2016 onwards.

The Surface Pro 3 was purchased from the MS Store (Order No: xxxxxxx) in February 2015. The warranty ended 25 May 2016. Earlier this month, within 6 weeks of the 1 year warranty ending, the Surface is stone cold dead, unable to charge, unable to reboot etc. There is growing evidence in the media of a battery problem which appears to be very like this issue. Under EU and UK law the time period covering defective electronics is much more than the 1 year warranty MS Tech Support insists on continuously quoting me. Under the circumstances I am not prepared to accept the only option given to me; to pay £400 to receive a reconditioned/second hand MS Surface Pro 3 replacement (which may very well suffer from the same issue at some point)! I have lost important work I was working on saved to the desktop. I cannot trust a device that I have already had to reset once before due to a disastrous Windows 10 installation, and reset/return to using Windows 8.1. Losing work and information a second time in less than 18 months is unacceptable. I am meticulous about the software I allow my Surface Pro 3 to run to avoid any issues, viruses etc. Physically I have treated it with the utmost care, and this trip abroad was the first time it had left my work desk. It's a very beautiful item, but, very sadly there clearly are issues with it. It has failed catastrophically on me and does not have a removable SSD or straight forward recovery options. I have only managed to recover what I had stored on my removable SD card.

Under the UK Consumer Rights Act 2015 the statute of limitations is 5 years in Scotland and 6 years in England; considerably more than the "1 year, out of warranty" quote from MS Surface Tech Support.

Please could this matter be resolved with a better solution - a refund (preferable) or a reassuringly more adequate and reasonable replacement than already suggested by MS Surface Tech Support.

Best regards

Elene Ioannou

RESPONSE FROM MS STORE

FRIDAY 5 AUGUST 2016

From: Microsoft Store Customer Support

Sent: ‎05/‎08/‎2016 14:17

To: eleneioannou

Subject: Surface case number xxxxxxxxxxxx

Hello,

Please see the below response:

Under the UK Consumer Rights Act 2015, Consumers have a 6-year statutory right to make a claim against confirmed faults that are deemed to have been in existence at the time of purchase.

Outlined in section 18 of the UK Consumer Rights Act, for defects that arise more than six months after purchase or delivery, it is the customer’s responsibility to provide proof that the defect or issue experienced was present at the time of purchase.  At Microsoft we do offer a repair/replacement service in the form of the 1-year manufacturer warranty that extends beyond the required six months required by law, but unfortunately this time period has expired and your device is no longer covered. As such, we encourage you to seek an assessment as offered by Surface Care, or from an independent expert. If unhappy with our assessment of the legal situation you are of course – and encouraged – to seek independent advice.

Thank you.

With Kind Regards,

Emil Isaksson

Microsoft Online Store Customer Service

I did the #BatteryGate. Seems to be busy.

Got a response from support, directing me back to here.

We are officially full circle.


Not at all.  I went in to buy a replacement laptop, just mentioned what I was replacing and they offered.