Warranty Claim

Question

Surface Buyer Beware #Microsoft #CustomerService #Surface

On May 24, 2023, I placed an order for a Surface Studio Laptop, a copy of which is attached for your reference. The laptop was delivered promptly on June 6, 2023, and I was delighted with my purchase. However, on August 25, 2023, just 80 days after receipt, the laptop abruptly ceased to function. In response to this issue, I initiated contact with Microsoft Support, which ultimately led to the laptop being sent back for inspection and potential replacement.

Regrettably, upon receiving the replacement laptop, I discovered that it was a refurbished unit. I expressed my concerns to Ian Marlou, a Microsoft Support representative, who informed me that the policy is to provide refurbished laptops exclusively. Mr. Marlou explained, "We only process a like-for-like replacement, and it's all certified Microsoft refurbished replacement devices. I am afraid that the case can't be escalated; if we do, we will still provide the same answer." What further disheartened me was when I requested to speak with his manager, Mr. Marlou claimed to be the highest point of contact in his department.

The essence of my dispute arises from the fact that my original laptop was a mere 80 days old, brand new, and therefore, I expected a new laptop as a like-for-like replacement. If this cannot be fulfilled, I am more than willing to return the laptop and request a full refund for the attached order.

I would like to draw your attention to an email from Microsoft Support, which I received, stating, "The original device may be replaced with either the same model or, if unavailable, the model nearest to the original model's form, functionality, and performance. The color may be substituted if unavailable." However, this email did not mention that the laptop would be replaced with a refurbished unit.

Had I been aware that Microsoft's policy was to substitute malfunctioning devices with refurbished units, I would have reconsidered my purchase decision. Nevertheless, if this is indeed the company's policy, then I kindly request the option to return the laptop and receive a full refund for my order.

Upon receiving the refurbished laptop, I encountered several significant issues with its functionality. Most notably, I found that the laptop's software was not functioning correctly. For instance, the Microsoft Store, a crucial component for loading purchased applications, failed to work properly. This software malfunction severely restricted my ability to access and utilize essential applications and services.

Furthermore, I would like to bring to your attention a substantial discrepancy between the laptop I originally ordered and the refurbished unit that I received. According to my order, I had purchased a Surface Studio Laptop with a NVIDIA GeForce RTX video card, equipped with 4GB of dedicated memory. However, the refurbished laptop I received was equipped with an Iris Xe Graphics card that lacks onboard memory. This difference in video cards represents a significant variance in terms of both price and performance, clearly demonstrating that the replacement unit is not "like for like."

The entire experience has left me extremely frustrated and disappointed. I believe these additional facts underscore the validity of my request for a satisfactory resolution to this matter. I remain committed to finding a resolution that is fair and equitable for both parties. 

I eagerly await your response and guidance on how best to proceed in rectifying this situation.

Answer 1

Hi aedidab!

Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

With your query on warranty claim, we're sorry to say that here in community forums, we don't have the right tools and resources for replacement process. Please contact our live Microsoft support team since they are the only department which can help you with this. Below are the steps on how to contact them:

1. Go to Contact Us- 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 the above steps did not work, you can also check on Barb's step by step instructions on how to contact support How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community.

Thanks again for choosing Microsoft. Hope this helps!

Regards,

RodelioP.

Answer 2

I have been online with Tech Support and the Sales Department, and the answer is to only provide refurbished units, "We only process a like-for-like replacement, and it's all certified Microsoft refurbished replacement devices". When buying be aware if your device fails the replacement is going to be refurbished.

Customer service is non-existent. Everything is online and when you call the "sales" phone number it refers you to help.microsoft.com. I am currently on hold for over an hour trying to talk to a manager.

Answer 3

Placed on hold and forgotten about. Another great #CustomerService tactic.

Answer 4

Still waiting and every time I get transferred, I have to retell the story. No notes, allegedly in my ticket number. Have been hung up on multiple times the last one now. Microsoft's answer is to frustrate you until you walk away.