After Sales Services and Product Quality

Question

I have bought my surface pro 4 two years back and now I am regretting that why I have invested such a big amount when this device is of no use to me as the screen is non-responsive and the screen shakes like anything that you start feeling giddy if you look at it for a while. This is a common issue with most of the surface laptops but the company haven't come out with any recall of rectification of the issue.

I am ready to spend the money from my pocket to get the things right in it but then also I am not getting the way. I have contacted the customer service may time but they will just tell me to reboot the system and once asked me to do a factory reset after which also there is no relief. I am tolerating this from last one year and now the situation is so worst with the laptop that not been able to use it at all.

I even run the diagnostic tool available on the website and when it diagnosed the issue and I was told that currently, we will not be able to help you out as all our service centres are closed. This came out to lie as when I contacted the service centre in Gurgoan it was operational and they asked me to get a reference from customer service. I felt like the company is making fool of me by moving me in a round loop again and again and very dissatisfied and now I had made up my mind that I will be purchasing a new laptop and will never be purchasing any Microsoft product again as this company only knows how to mint money from their customer without giving them service.

I have been a big advocate and user of Microsoft mobiles and laptops but with this level of service for such a costly product, it seems like I have been looted by the company and will never repeat my mistake of purchasing any Microsoft product.

Answer 1

Hi AmitTomer,

Thank you for raising this concern of yours here in Microsoft  Community. We apologize for the experience you had with our Surface Support Team and for the delayed response.

I'd like you to access the device UEFI/Firmware settings to check if this kind of issue is present in UEFI. If in case it exists in that environment, then this simply means that it's already a hardware display problem and the best resolution I can recommend is to send this device for replacement. 

To access UEFI, you can follow the instruction from this link>  https://support.microsoft.com/en-us/help/4023531/surface-how-to-use-surface-uefi. Once done checking, kindly press exit to restart your Surface device. (Note: It's best to check this in UEFI while the issue exists in Windows environment).

Since we cannot process any replacement here in MS Community, what I can highly suggest is to contact our Microsoft Surface Support.  Just say Surface when asked by the automated system. https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers to get further assistance or if you'd like to do it on your own online, you can visit this link for reference>>https://support.microsoft.com/en-us/help/4023527/surface-how-to-get-service-for-surface.

If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if there's anything else that needs to be addressed.

Kind Regards,

Crest_Z