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Surface Pro 3 replacement units - are the replacement units new or refurbished/open box?

Anonymous
2015-02-24T02:29:10+00:00

Hi All,

I brought a brand new SP 3 from Amazon, out of the box, the fan had issues, it sounded like it was brushing against something, within 3 days of receiving the unit in the mail, and realizing the fan issue, I brought it into a Microsoft Store in NY.  The technician told me that the brushing sound from the fan is not normal and that I should send it in for a replacement under warranty and I did.

Long story short, between MS support and the MS Store, there were tons of confusion if a replacement unit will be brand new or refurbished/open box; but ultimately I was told that the replacement unit will be brand new, but not in a retail package rather in a OEM box.  Then I finally asked them to send me in writing stating such.  It is utmost important that I recieved a brand new unit straight from the factory, b/c my brand new unit was defective out of the box; if I was sent a refurbish/open box replacement unit, then I effectively paid full price for a refurbish/open box unit.

Can someone confirm that their SP 3 replacement is indeed a brand spanking new unit where the last person touch it was a worker on the assembly line of the factory?

Thank you.

The email from MS Support assuring me that the replacement unit is brand new:

Hi _____,

A pleasant day to you! I understand that you have the impression of getting a refurbished Surface Device for this Exchange as what the previous agent and Supervisor informed about that might have caused you a little confusion.

When it comes to replacing a Surface Device, Currently, we do not offer same-unit repair. Instead we replace a nonfunctioning device with a new replacement device. Upon receiving the replacement device you will only be getting the unit placed in a box for the Surface unit only (a box made specially for the replacement device only since we are only exchanging the non-working device). Our Service Center or Manufacturer will also make sure before that the replacement device that will be shipped to you is certified fully fucntioning and 100% working.

We completely understand the need for you to have a brand new device instead of a refurbished. Before we send out the replacement device, we make sure that it goes through quality to ensure that it is at its best performance.

If you have further inquiries and questions feel free to reply to this email and I will be more than happy to forward this to our higher management in regards with your concern.

Thank you for choosing Microsoft.

At your service,

_____

Surface Support Team

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  1. Anonymous
    2015-02-24T13:59:55+00:00

    On Tue, 24 Feb 2015 13:38:08 +0000, SFPro3_In_NYC wrote:

    >>Anyone who actually has recieved a Surface Pro 3 replacement unit?  Can you confirm if the unit is brand new straight out of the factory

    http://answers.microsoft.com/en-us/surface/forum/surfpro3-surfhardware/surface-replacement/6514a527-4217-454e-95c2-cd5c83b9f46c

    • see the replies from the customer who received TWO bad replacements..

    __________________________________________________________________________________________________

    Barb

    Windows Entertainment and Connected Home MVP

    My Blog - http://digitalmediaphile.com/

    Please mark as answered if this answers your question

    1 person found this answer helpful.
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  1. Anonymous
    2016-09-07T09:31:52+00:00

    it will be a refurb and it will be a Surface Pro 3.

    >>- are they going to charge me with 450 Euros for a refurbished device or a new one?

    >>

    >>- are they going to send me my 2 years old surface pro 3 or are they going to send me a surface pro 4?

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  1. Anonymous
    2015-02-24T13:38:08+00:00

    Given the email sent to me, if they pull that on me, it would be very sneaky and frankly just bad for business.

    Anyone who actually has recieved a Surface Pro 3 replacement unit?  Can you confirm if the unit is brand new straight out of the factory?

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  2. Anonymous
    2015-02-24T13:34:55+00:00

    Did you already send your device in to Microsoft? If you did, you WILL get a refurb and the quality of the refurbs that others have been receiving has not been universally good. You are probably going to get stuck in a loop for a while.

    Keep us posted as to what you get.

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  3. Anonymous
    2015-02-24T04:20:12+00:00

    The terms 'refurbished' vary and somewhat vague from different manufacturer. They can define refurbished as 'new' as well just because it is physically and performed just like new, you can't hardly tell them apart.

    You noticed from the reply email that they refer the unit as ***'a new replacement device'***AKA 'refurbished'. Like I said the terms is vary vague.

    You actually can really get a real new unit out of assembly line but you need to be very lucky.

    The priority for replacement unit are ALWAYS refurbished. If they don't have stock at the SC on the region that you placed your request, they'll scoured through the next closest region looking for another refurbished unit . If only after this then they'll sent you a real new unit.

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