Poor surface pro 9 performance. I regret having it.

Question

I am having the worst experience with surface pro 9. Bought in March, put in full daily use a couple of month later. In May a major update shut it down. No support by Microsoft because I am in Italy even though the device is under warranty. I had to pay a private to help me out. Today again an update, and again issues. The device is stuck, it recognize my face but asks the code to let me in without showing the bar to enter the code. Tomorrow I will bring it again to the same private person that helped me out last time. Again time and money lost. I regret having a surface pro 9. I would love to return it and have my money back, but I understood that since I am in Europe this is not possible. Only US people get real Microsoft support and service. Thus I will never ever buy Microsoft device again. I could not expect all this since I had a surface pro 3 and I loved it. Instead the pro 9 sucks. No worth the money spent at all.

Answer 1

Hi Marta Valenza,

Thank you for reaching Microsoft Community. I understand the sentiments and frustrations on the experience you have with the Surface Pro 9 including wit the difficulties in getting support.

May I know where was the purchased from? Was it purchased through the online Microsoft Store or through a local retailer?

First, support should also be available also in Europe. Please try accessing this page then see Get service for a Microsoft device or accessory section: Warranty, services and hardware repair (microsoft.com) Additionally, you may also try reaching our live support through these steps below:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

If needed, try checking this forum article also by Barb Bowman for a detailed steps in getting phone or chat support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community.

Regarding with the issue though, may I know if you are prompted with an error message after trying to sign in using the Windows Hello Face? If yes, what is the exact error message you are presented with? To troubleshoot the issue, kindly try uninstalling the latest updates on the device through the Windows Recovery Environment (WinRe) by following these steps below:

Boot first the device to WinRe by doing these:

On the log in screen, press and hold the Shift key

Tap the Power icon on the screen then select Restart

Release the Shift key once you see the Choose an option screen

On the Choose an option screen, select Troubleshoot

Select Advanced options

Select Uninstall Updates

Choose first Uninstall Latest Feature Updates then follow the instructions

After that, restart the device and see if you are now able to log in

If not, follow the steps again and this time, select the Uninstall Latest Quality Update option

Once you are able to log in on the device, please make sure to reinstall updates properly:

Go to Windows Settings > Updates & Security

Select Check for updates and make sure all updates installed including Optional updates

Let me know how it goes.

Kind regards,
Marrion

Answer 2

Hi Marta Valenza,

We haven't heard from you, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion

Answer 3

Hello, I am into my third Surface pro 9, and this one also has problems with updates. The first one just crashed down totaly, got a replacement that did not recognise the keyboard, this third unit crashed once because of updates and has now been unusable from wednesday. Right now trying to repair from scratch and if it works then reinstalling all needed software again.. right now stuck at resetting 40%…

Wish I bought something else.