Arc Touch Mouse Scroll stops working

Hi Franc,

Microsoft replaced my original mouse twice. Actually, they let me keep the original. For nearly three years now, all three of the Arc Touch, Surface Edition mice that I've owned have exhibited the same defect. Scrolling stops working until you power the mouse off and on again, which you have to do constantly. It's not worth calling Microsoft again, because even if they gave me 1,000 brand-new Arc Touch SE mice, they would all exhibit the same defect.

It's interesting that the old wireless (non-Bluetooth) Arc Touch mouse had this defect. The current mice have the defect. If the new Surface Arc mouse that'll ship in June has the flaw, I think that there ought to be a class action lawsuit against Microsoft. 

These mice are expensive. The profit on them is probably $70/mouse, if not more. I'm only surprised that there hasn't been a mass protest against Microsoft. 

What might cause this defect? I can think of a few possibilities, including:

1. Windows power management;
2. Windows Bluetooth driver;
3. Mouse firmware;
4. Mechanical flaw in the mouse; and
5. EMF interference.

Perhaps it's some strange combination of two or more of the above. 

It took Microsoft 880 days to fix a serious, show-stopping Windows bug that caused thumbnail previews to disappear: https://answers.microsoft.com/en-us/windows/forum/windows\_10-desktop/windows-10-taskbar-thumbnails-preview-keep/c74dfbe8-db09-4d5f-b7a2-f7a2f0fc7da4?page=26.

Just as with that customer experience-destroying disaster, the Arc Touch SE mouse is a complete fiasco. Relative to other parts of Microsoft's business, these mice don't generate enough revenue for Microsoft to care, or prioritize work to fix the defect, assuming that anyone at Microsoft is even aware of it. 

We can't let Microsoft get away with ripping us off!

Steve

Another new 'club member' here. I bought the Surface mouse in January 2016 so it's out of warranty and it's only been recently that it has been dropping the scroll function. It's now happening enough that I went looking and found the thing is famous for this issue.

The 'turn it off and turn it on again' thing is simple enough but is a real interruption in work flow.

Phone up MS direct (should be a free phone number wherever you are).

The mouse has a two or three year warranty, they should replace / exchange it free of charge. I did it and the new mouse has the same issue but only maybe once a day rather than every few hours.

Have the serial No. to hand, under the batteries I think.

Hi Tony,

thanks for the suggestion - however,

1. Here in Australia the warranty is 12 months and the mouse is now 17 months old.
2. MS has a free call number, but their help service is redirected to Singapore and costs per call or is subscription based. They don't have a 'complaint line'.
3. The official MS store will only take deal with complaints if the item was bought there, not if it was bought at another retailer.

Looks like I'll approach the retailer and see what they are willing to do.

Hi All,

Yesterday, I picked up a new (2017, just released in July) Surface Arc Touch mouse. In the few hours that I've used it with my SP4 thus far, I haven't had any problems. I wouldn't feel confident suggesting that others buy one yet without months of testing by a large number of users, but I'm guardedly optimistic that we might now finally have an arc mouse that actually works.

Does anyone else have one, and if so, what have your experiences been so far?

Thanks,

Steve