Microsoft Refuses to Replace THEIR PROBLEM!!!

Question

Microsoft is refusing to replace my Surface Pro 4 THAT THEY SENT ME. Long story short, I received a "new" (actually refurbed) Surface Pro 4 from them in December 2017 due to my first device being a lemon. Lo and behold, I'm now the latest victim of Flickergate. My screen is scrambled so bad it's become unusable.

I followed all of the instructions Microsoft gave regarding the potential solves to this issue, and then subsequently called Microsoft Support to set up my replacement process. THEY REFUSED TO REPLACE IT. Their only solution was that I pay $599 to "extend my warranty" and then they'll send me another device. UNACCEPTABLE! I was escalated to a supervisor who STILL REFUSED TO REPLACE IT. Again, this is a device SENT TO ME BY MICROSOFT. Not even one that I purchased, but what they chose to give me after their first failure. So can someone explain to me why I'm supposed to assume responsibility for a known hardware issue that isn't my fault?

We're in the midst of a nationwide quarantine, relegated to doing all work from our devices, and mine has become unusable. And while I thought I could actually get some relief during this crisis, Microsoft is refusing to own up to their mistake. WHY WON'T MICROSOFT EVER ACCEPT RESPONSIBILITY FOR THEIR PROBLEMS???

Answer 1

Just to update the failures of Microsoft today: I chatted with an online representative who assured me that my case was being escalated and that a supervisor would be in touch. I had a flash of hope until I received another message from said online representative saying that she spoke to her supervisor, and they STILL REFUSED TO HELP. Same offer as before -- I should pay Microsoft to fix their problem.

So I called Microsoft again, hoping to actually speak to a human being. After being put through the the ringer on hold for AN HOUR AND A HALF, I finally spoke to a person. When I asked if she was a supervisor, she said no. I gave her my case number, callback number, and explained that I needed to speak to a supervisor. After confirming my details, I was put on hold while she "reviewed the case." Ten minutes later, MICROSOFT DISCONNECTED THE CALL!!! 

This is not the first time Microsoft has disconnected calls. It has happened to me MULTIPLE TIMES A DAY, IF I'M LUCKY ENOUGH TO GET THROUGH! I even tried the option of scheduling a call-back since the wait times were so long. When I finally got a call from Microsoft, it was to tell me THEY WOULDN'T BE CALLING TODAY AND I COULD TRY AGAIN TOMORROW. So I'm supposed to repeat this entire process AGAIN?! I successfully got through and Microsoft hung up on me, but it's my responsibility to correct their errors?! THIS IS ABSOLUTELY ABSURD!!!

This is such a simple situation that could so easily be fixed, and yet Microsoft continues to FAIL AT CUSTOMER SERVICE and REFUSE TO TAKE RESPONSIBILITY FOR THEIR PROBLEMS.

Answer 2

Hi mac1302,

Thank you for reaching out to Microsoft Community. I'm really sorry for what happened and for the inconvenience this has caused you.

I sent you with a private message since I need to ask for some details on this which should not be shared here. Please check you private messages and feel free to reply so we'll be able to check on this.

Hope to hear from you.

Kind Regards,

Marrion Y.

I replied to the private message nearly 5 DAYS AGO and I HAVE GOTTEN NO RESPONSE, despite the clear indication that Marrion Y has replied to a multitude of other posts on this board. Since my attempts at contact with Microsoft via phone, online chat, and now discussion boards have proved fruitless, it seems that legal action is necessary.

I strongly suggest that others do the same. Perhaps then Microsoft will be forced to FIX THEIR PROBLEMS.

Answer 3

Hi mac1302, 

I had the same issue 2-3 years ago, could exchange the device being under warranty. Flickering was caused by Windows 10 update which messed-up the drivers. 

Now this is happening again, causing various issues on SP devices: 

https://answers.microsoft.com/en-us/surface/forum/all/front-rear-ir-cameras-not-found-in-surface-pro-4/0ac128a6-3440-4752-b296-b83ea30b3d0ahttps://answers.microsoft.com/en-us/surface/forum/all/surface-pro-4-type-cover-suddenly-not-working/c9658061-c4bf-4fdc-8f72-116e075eeb1c?page=54

I agree, MS should take the responsibility for this and provide a fix asap. 

https://www.forbes.com/sites/gordonkelly/2020/03/07/microsoft-windows-10-warning-crashes-boot-audio-slowdown-problems-upgrade-windows-10-free/#233df5c7641f

Answer 4

My Surface pro 4 has just started the flickering issue. 3 months after the 3byear warranty cut off. I did not know of this issue until I did a google search today. I rang Microsoft in the hope they would help me with some cost effective solution . However all they offered me was a "new" surface pro 5 for $1000. How is this a fixing their known hardware fault?

I bought this surface pro 4 at a premium price expecting it to be a quality product. Extremely disappointing Microsoft have known about this but have refused to proactively rectify their known hardware fault.

Coincidently I have been researching a new more powerful laptop in the last few days and had placed their top of the range surface book 3 at the top of my list. I guess I have to look elsewhere now.

Answer 5

This is the reply that I FINALLY  got from the Microsoft agent, nearly a week after I answered their private message. Yet again, it refers me to the same page where I got the information about the Surface Pro 4 defect to begin with. For the amount of time they've had to respond, this is UNACCEPTABLE.

So I foolishly tried yet again to call Microsoft today to try and speak with a human. The first time, I was put on hold for OVER AN HOUR, and then was disconnected. Through the online technical support, I arranged a callback. I was surprisingly called back within the hour. The agent I spoke to kindly transferred me to her supervisor, Phillip/Felix -- name different depending on which agent was speaking, and what accent they had.

Phillip/Felix was the rudest agent I have ever spoken to. Not only did he interrupt me repeatedly, he continually made noises into the speaker of the phone so I couldn't hear him, and even went so far as to make derogatory remarks insulting my intelligence and my reasons for calling technical support. It's absolutely appalling that someone like Phillip/Felix works in customer support, let alone speaks to other people the way he spoke to me. I remained calm and polite throughout the phone call, trying to explain my situation to him to no avail, as he continued to cut me off and not allow me to speak. I finally decided I had enough of his verbal abuse and asked to be transferred to his supervisor, at which point I was put on another hold.

Once I was connected to the next supervisor, whose name he tried to say was Edd or Add (though the spelling was unclear as well), he actually tried to explain to me the process that the agents at technical support go through in order to get cases resolved. When he admitted he didn't have to authority to truly handle my case, our conversation proceeded roughly as follows:

Me: Can you put me in contact with a supervisor or manager who does have the authority to handle my case?

Him: I don't have any direct contact information. I can only escalate the issue from here.

Me: Great! So when you escalate the issue, what happens next?

Him: I escalate the issue in the system, then I wait for them to get back to me so I can contact you.

Me: Who's "them?"

Him: I don't know.

Me: Do you have contact information for "them" so I can reach out myself?

Him: I wish. That's not how our system works.

Naturally, I asked him to escalate the issue. We'll see how long it takes for someone to get back to me, seeing as it took nearly 6 days for the agent on this board to respond. In the meantime, I'll be speaking to my lawyer about how to proceed from here.

In summary, this is the Microsoft way to handle problems:

1. Give scripted answers
2. Refuse to listen
3. Treat you like dirt when you ask for help 
4. "Escalate" issues to people that  likely don't exist

--and their absolute favorite move -- 

5. Put you on hold until you give up

Guess what, Microsoft?

I'M NOT GIVING UP.