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Surface Headphones 2 warranty question

Anonymous
2021-04-30T13:44:41+00:00

I have been using my Surface Headphones since mid-August and have made extra sure to take good care of them since they cost me a lot of money. However, yesterday I was taking them off and they just snapped on their own. The warranty I have doesn't cover physical damage, but I would say that it's more of a system issue since I wasn't using them for anything outside of their original purpose. Would I be able to send them In so that I can actually use the warranty I paid for?

Surface | Surface Headphones | Other

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  1. Anonymous
    2021-08-04T16:38:35+00:00

    Any updates on this? My snapped today and there is no way to contact support regarding this issue. I can request service for $200 but I'd rather not if they will just break again in a year.

    Seems like this is not an isolated incident after searching the forum or other sites: https://mspoweruser.com/microsoft-is-exchanging-surface-headphones-with-broken-band-but-no-admission-of-fault-yet/

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  2. Anonymous
    2021-05-23T23:26:35+00:00

    I have the had the same issue just happen with mine. Less than a year old and the headband snaps. I have just attempted to get in touch with them to resolve it but all the options available are closed. The design and build quality of these headphones are something to be ashamed of considering they are $450NZD. I did read in this comment section they are trying to claim regular use of headphones and them failing as your own fault which is ridiculous to say the least. I have been massively disappointed with Microsoft and their lack of customer service.

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  3. Anonymous
    2021-05-01T00:17:36+00:00

    Thanks for keeping us posted, LukeMugler.

    Hardware issue means malfunction of a hardware component in a system. The hardware components contain error detection mechanisms that can detect when a hardware error condition exists. Hardware errors can be classified as either corrected errors, or uncorrected errors. Therefore, snapped headband can be considered as physical damage. We'd highly recommend to contact our support to seek options for your device.

    Best regards,

    StevenK

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  4. Anonymous
    2021-04-30T17:04:07+00:00

    What do you mean by hardware issue specifically? I didn't drop the headphones or anything so I would say it's a hardware issue that they snapped, but if I send them in to get replaced will they count the snap in the headband as a hardware issue?

    Thanks for the quick answer!

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  5. Anonymous
    2021-04-30T16:24:57+00:00

    Hello LukeMugler,

    Thanks for reaching Microsoft Community.

    Yes, you can use the standard limited warranty that came with your headphones as long as it's only due to a hardware issue but not physical damage. For further assistance, kindly contact Microsoft Surface Support to seek options for your headphones or possible replacement. If you're located outside United States, see Global Support.

    If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

    StevenK

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