Surface Pro 4 issues and Horrible customer service. Microsoft doesn't care.

Question

I bought a surface pro 4 on the 24th November ,2016, Ever since this device has been plagued by multiple issues. What is more frustrating than the device failure is the horrible customer service. Has anyone else faced the same indifference and apathy from the customer reps. I've contacted them multiple times but they don't care. All I get is a sorry Sir, we can't do anything about it. 

This is the timeline of my Surface pro 4 nightmare.

Bought: 11/24/2016

First replacement (Screen flicker) : 12/20/2018    - replaced by Microsoft.

Second replacement (Screen flicker) :  09/25/2019  - replaced by Microsoft.

SSD failure on second replacement   : 04/07/2020

Blank screen no display: 01/11/2021

The SSD failure happened within a year of the replacement. The answer I got was it's normal wear and tear. No Sir, SSD's don't FAIL within a year or replacement. I was offered an as is replacement in essence a refurbished device for 600 USD

I was able to continue to use it with a portable drive, but that failed in 4 months time as well. Again the response is it's normal wear and tear. How can a display be called normal wear and tear? It's clearly a design defect that has plagued this version of Surface and there are several users who have experienced this.  Again I got the same response, we can't do anything about it. It's your problem, we don't care. 

This is nothing but cheating. Microsoft gives a refurbished device that is plagued with multiple issues and the buyer has to pay for it. Apparently there is no person in support who has the authority to take a decision. I requested to be connected with a decision maker and each time I was stone walled saying there is no one. One support rep told me he would escalate the request and I will receive a call within 24 hours but all I got was an email saying the same thing after 2 days. 

I do feel cheated and I hope other buyers haven't faced the same.

Answer 1

Hi Vineel

I seems as you said that Microsoft abandoned us ...

Hope you get an answer, I didn't