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

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.

Answer 2

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 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

Help...

I am having the same issues with the flickering screen as these other customers. No system upgrades that I have done have made a difference. The problem keeps getting worse.

When calling customer service, I have also been on hold forever, as well as been called back only to have Microsoft disconnect the call 2x today before I could speak to anyone. Very frustrating, to say the least.

I have read today that Microsoft will replace the faulty surface pro 4 with a refurbished one if purchased within a 3 year period. That should be me. 

I qualify for that offer but cant get any response. I am trying to work from home but my screen is flickering like crazy and I cant use it....

HOW CAN I GET SUPPORT TO GET IN TOUCH? I NEED A REPLACEMWNT ASAP...

Please help me...

Answer 5

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.