Why is Microsoft not support products under warranty? Why does Microsoft not stand by it's products and make it very very hard to get support?

Question

I purchased Microsoft Surface Pro 9 (upgrade from Surface Pro 7) for my daughter in university, and this product is under warranty. This Surface Pro 9 resets unpredictable, and as a student, she uses this product constantly, so the resets create major interruptions that she cannot afford when she is taking notes in class. She tried the suggestion of completely shutting down the unit, thought it was better, but that fix did not last long. It has been the MOST frustrating thing to get support from Microsoft, as the retail place where we purchased would not assist nor the store. Most of the published numbers are just recording that gets you nowhere, the online surface support portal pushes to previously answered questions and useless. My daughter is frustrated, I am frustrated and our experience with Microsoft standing by it's product under warranty and support is horrible so far.

Answer 1

Hi Arvind,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

I'm really sorry to hear about you and your daughter have had with the Surface Pro 9. Especially given how important the device is for her studies. Let's see if we can find a solution together.

Steps to Get Support for Your Surface Pro 9:

• You can reach out to Microsoft Support directly through their [Contact Us - Microsoft Support]. They offer various contact methods, including chat and phone support.

• If the device is under warranty, you can submit a repair request online. Follow the steps outlined on the [How to get service or repair for Surface - Microsoft Support] to initiate this process.

In the meantime, here are a few troubleshooting steps that might help with the unexpected resets:

• Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
• Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support
• Reset the Device: If the problem persists, consider performing a reset. This can often resolve software-related issues. Make sure to back up any important data before doing this. Restore or reset Surface for Windows - Microsoft Support

I hope these steps help you get the support you need. If you have any other questions or need further assistance, feel free to ask!

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

I've had similar problems. Calls to Microsoft for failed products just end up being put on hold for ages. I finally got one person, and he transferred me, causing another hour wait. This is terrible end-user support. MS works hard to gain customer trust but the end-user support failures are eroding that trust and damaging MS's reputation.