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How do I get Microsoft to cover a warranty repair after rejecting, yet I have Microsoft Complete still active?

Anonymous
2023-01-10T02:13:48+00:00

The broken computer bought by me for my daughter in college was sent back not repaired. A Microsoft form letter stated the computer was not covered by the standard warranty. The letter listed examples yet didn't even highlight which of the rejection(s) applied to me. I purchased complete care at the Microsoft store when selecting the Surface Book 2; not powering on should have been covered. I regret buying a new Microsoft Surface Studio to replace the broken one thinking Microsoft would fix the broken computer so she could at least use as a backup and get some data off it. I am very disappointed with Microsoft and feel cheated in paying the extra money for complete care and getting no service from same.

Surface | Surface Book | Power and battery

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Anonymous
2023-01-11T15:17:05+00:00

Hi MarkL752,

Thank you for the response. This is already beyond our support boundaries here in the Community but we'll try and see if there is anything we can do to help. I've sent you a private message. Please check your profile's inbox and respond with the details requested.

Kind regards,

Marrion

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  1. Anonymous
    2023-01-10T22:19:29+00:00

    Can anyone tell me what part is supposedly missing in the evidence picture in the box?

    ***Edited to remove PII***

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  2. Anonymous
    2023-01-10T21:54:40+00:00

    I understand and I want to leave the post to see if others have had the same experience.

    I have since found out Microsoft rejected my warranty claim as they said I tampered with my Surface Book 2.  We did not tamper with the computer. I requested Microsoft send me the pictures that show the computer we purchased directly in a Microsoft store, failed during warranty coverage, and then sent to Microsoft has been tampered with.

    They just keep pointing back to their technicians as their evidence that the device has been tampered with prior to receipt at the service center and their service center technician "confirmed there is an internal modification of the unit and missing components." I was told no point to escalate further as Microsoft's warranty rejection position will be the same.

    I/we never tampered with or modified the computer. I just used the computer as users do and I wanted to apply the Complete Care as purchased when the computer would no longer boot up from what seemed like no longer able to charge.

    I am curious if others have been told the same from Microsoft when you know it the report is not true? Or found the computer came "new" from Microsoft with signs of being tampered with?

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  3. Anonymous
    2023-01-10T15:09:52+00:00

    Hi MarkL752,

    Thank you for reaching Microsoft Community. I'm sorry to hear that the Surface Book was just sent back unrepaired, and I understand the sentiments you have on this experience. However, this is beyond our support boundaries here in the Community already especially when it comes to service orders and warranty. It would be best to contact our live support team for assistance and for us to check also on the order to find out why the device was sent back even if the device is still within your Microsoft Complete warranty. You may reach them through the Contact Us - Microsoft Support page by following these steps:

    Go tohttps://scanmail.trustwave.com/?c=10354&d=hvPq43orWVV6MIb5q8LX0B54LSw52WsgpnPasslMog&u=https%3a%2f%2fnam06%2esafelinks%2eprotection%2eoutlook%2ecom%2f%3furl%3dhttps%253A%252F%252Fsupport%2emicrosoft%2ecom%252Fcontactus%26data%3d05%257C01%257Cssri%2540microsoft%2ecom%257C54647b58c8ce44e7de8508dac19671af%257C72f988bf86f141af91ab2d7cd011db47%257C1%257C0%257C638035149195769168%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C3000%257C%257C%257C%26sdata%3dc0IcXJ%252FClUZITEDrQL%252BRpSFlV8aXwkndcr%252F7XAvXSJs%253D%26reserved%3d0Contact Us - Microsoft Supporthttps://scanmail.trustwave.com/?c=10354&d=hvPq43orWVV6MIb5q8LX0B54LSw52WsgpnPasslMog&u=https%3a%2f%2fnam06%2esafelinks%2eprotection%2eoutlook%2ecom%2f%3furl%3dhttps%253A%252F%252Fsupport%2emicrosoft%2ecom%252Fcontactus%26data%3d05%257C01%257Cssri%2540microsoft%2ecom%257C54647b58c8ce44e7de8508dac19671af%257C72f988bf86f141af91ab2d7cd011db47%257C1%257C0%257C638035149195769168%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C3000%257C%257C%257C%26sdata%3dc0IcXJ%252FClUZITEDrQL%252BRpSFlV8aXwkndcr%252F7XAvXSJs%253D%26reserved%3d0and select Devices.

    Choose your preferred support method.

    Type in the problem you need help with.

    Look at any available solutions offered and select Contact Support.

    Kind regards,

    Marrion

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