Surface Book 2 BSOD - Memory hardware problem and can't replace due to Microsoft per country policy.

Question

Hello All, 

I bought my Surface Book 2 15" with Nvidia inside while being in Shenzhen China. and this was my nightmare!

1 month after I started to get Blue Screen of Death, then it becomes non-stop, like multiple times per day. 

It's been a few months now, and I tried to:

• Recover.
• Reset.
• Factory Reset.
• Stop updates.
• Install fresh ISO through a USB stick.

Apparently, it's a memory issue from the messages I see, it happens when I start to do multi-tasking. 

The memory is soldered on the mainboard, and can't be replaced. 

I did send it to the service center, they took it for 16 days and then returned it... freshly formatted, I thought they fix it. 

However, 2 days after I started to get the problem again !!, 3 times per day at least BSOD!!!

I contact the Chinese customer support again, told them to replace it this time, they said Microsoft China doesn't allow for replacement. 

They said they will always try to fix the same way, which is format and send it back to me.

I requested Microsoft to call me through the website, got a call, and asked about this. 

They said in Hong Kong, Australia, Taiwan and other places in Asia it can be replaced, but in China the policy is different. 

Problem is that I am not allowed even to go to Hong Kong or anywhere in Asia or even Europe to replace my Surface Book 2. 

Again, Microsoft Policy

I am extremely frustrated, I have this expensive device, and still under warranty. 

I can't fix it and can't be replaced in China, and I can't replace it any other country where it's allowed to replace!!!

This is insane when they talk about company policy as if this is government rules and Microsoft can't do anything about it!!

Very unhappy with my experience, I can't work on the device and I am wasting soo much time with customer support calls. 

Any way to get my laptop replaced!

I know it can't be fixed, so I need to replace it. 

Thanks,

Frustrated Microsoft Customer and fan.

Answer 1

It's hard to believe that Microsoft will not replace a device with a hardware problem since Surface devices are not repairable. 

Are you certain that it is a problem with physical memory?

Have you run the Surface Diagnostic Toolkit? https://support.microsoft.com/en-us/help/4037239/surface-fix-common-surface-problems-using-surface-diagnostic-toolkit 

What programs are you trying to run when the computer crashes?

If you do a fresh install of Windows and install all the updates without installing any other programs does it still crash?

Answer 2

Thanks... Well,, I would have this conversation with a friend at work... but not on Microsoft Official Forum.

But thanks for your willing to help.

I am really sad about this :(.

ttttt

asdadasdasd

Answer 3

Dear Barb,

Not sure you read the details.

But I did go to the walkin store few times.

They receive it to do repair, I received it 20 days after...

I only think I noticed on what happened is that they formatted the machine and I had to re-install everything...

Next day I started to have BSOD again!

Anything else you can help please?

Thanks,

Firas.

Answer 4

Hello,

That's really what happened, Microsoft China has different policy ( unlucky!), which is they don't replace devices.

So I need to everytime go through maintenence.

I always get Memory Management BSOD related.

I have tried the tool >> Surface Diagnostic Toolkit... showed me that everything is fine !

I tried all types of apps and all type of combination, no pattern or specific software.

It usually happen when I start to fill the memory ( more tabs, or more apps running same time).

I tried:

Reset.

Live without Updates.

ReInstall Windows from USB Stick.

I tried many times... everytime after a fresh windows, I get the same problems.

It's extremely annoying.!

Any other suggestion?

Answer 5

Perhaps a WALK IN Service center can help?  From https://support.microsoft.com/en-us/help/4498593/find-surface-walk-in-center-contact-information 

The Walk-in Centers in your area are:

张军华, in Shenzhen, Futian district

Center ID: DGD08

Phone: 0755-82813346

Address: Room 408, building 521, bagualing industrial zone, futian district, shenzhen city, guangdong province

Postal code: 518033

林思南, in Shenzhen, Futian district

Center ID: SIS12

Phone: 18601057321

Address: 38 Hongli Rd, Shenzhen

Postal code: 518028

王云雷, in Shenzhen, Futian district

Center ID: DGD14

Phone: 0755-29408160

Address: Yuexiu District - No 2 Xian Lie Zhong Lu, Hui Feng Da Sha, Building B

Postal code: 518100