Bluetooth Issues Since Surface Updates - 5 August 2021

Their reply:

"The replacement will be a like for exchange which means you will be getting the same version with same specifications. *We can assure you this will never happen again as everything on your case is properly documented for service center to be aware of what happened to your Surface that way your next Surface is double check for any problems.**We regret to say this Bluetooth issue that you have is already hardware related possibly due to a non working Bluetooth chipset embedded inside your device.*We can still replace your device though it's already out-of-warranty using the paid replacement that comes with a fee."

My reply, though I am pretty sure I already know the answer:

"Thank you. *I will not accept a replacement that is equipped with a Marvell AVASTAR Bluetooth radio adapter.**From your reply, it appears that the replacement device will have the Marvell component.*Please confirm or deny."

The replacement fee for my 13.5-inch Surface Book 2 that is out of warranty is $599. I think I will keep my computer and maybe buy something else for the holidays.

I think I might do it if and only if the replacement has an adapter that isn’t a Marvell AVASTAR.

I should’ve said that in my reply. I’m sure I will have the chance to, though.

Thanks for the update, dave2013. The MS response was not what I was expecting or hoping for. Personally, I would not replace my Surface, if the same offer was made to me. I really don't think that is the solution and seems to ignore the fact that many others are experiencing the same issue across a range of Surface devices and all since the firmware update of a few weeks ago. I say a 'few' weeks, but that is now becoming quite a long time!

Well, now I have something to report. Just got this email from Microsoft Surface Support:

"As per checking on your case, Higher Team offered you a replacement depending on the warranty of your Surface as they see your issue is already hardware related and can no longer be fixed over the phone.  Another option would be using a USB Bluetooth Dongle which will work as a sender/ receiver of Bluetooth transmissions. (I already tried this, it didn't work)

The replacement unit will be a never been used device and completely tested which is a new in stocks for replacement in service center. The process we have for replacement is a standard exchange in replacing your device. This is where you ship your defective Surface to us first and then we send you an exchange Surface after we receive yours. You will receive an email with printable prepaid shipping label and a separate email for the instructions on how to package and ship your Surface for exchange. You will receive the replacement device within 6-8 Business days from the date that our service center receives your defective device."

It then goes into the specific steps to effect an exchange.

Which prompted this reply from me:

"Thank you for your response. *Before we go any further, I understand from your reply that this replacement is a device that has never been used.**Is it a Surface Book 2?**How do I know it won’t suffer the same problem as my Surface Book 2? From all accounts, other Surface devices are also affected by this problem.**Does your replacement offer mean that this Bluetooth driver problem cannot be fixed?**My Surface Book 2 is out of warranty. How does this affect your offer?*Thank you in advance for your answers to these questions." I am not sure what I will do at this point. I am particularly concerned that a replacement device, whether it's a Surface Book 2 or some other Surface product, will develop the same problem. More ominously, their reply suggests that the problem is unsolvable and that any Surface device with this Bluetooth problem will need to be replaced. The key word is "suggests".

I'd be interested to hear from others suffering this problem - what would you do?

Well, nothing has happened yet. I am sorry I have nothing new to report.