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Surface Headphones Replacement - (Ignoring concerns of Leukemia Patient using refurbished/used)
I am writing to express my extreme disappointment with the unsatisfactory level of service that Microsoft Surface Support (North America but are based in Asia) has provided. I have expected much more from a company of your size. Unfortunately, I have reached the end of my options according to the people I have spoken to. Hopefully submitting this letter of complaint will assist in getting a fast and FAIR resolution. In November 2019, I purchased a brand new Surface 7, Arc Mouse, Pencil, Headphones, Pencil tips, etc. Almost the entire line of Surface products after always purchasing Apple products for this category. I now feel as though I have made a mistake. Thank goodness that I am not yet having trouble with my $1,300 Surface. Moreover, I am told to understand through many posts all over the internet, that this is a known issue for other Surface Headphone 1 users. Hence problems occurred in my device due to a design flaw of not enough glue or just the design in general. I personally see no other reason since I have used them for less than 4-5 months and never travel with them or put them in bag. They are either on top of my head or sitting on my desk. There is no way that I damaged them unless Microsoft considers putting them on my head, "damage". As someone who invested nearly 2000 USD on a premium products, I expect the devices to be fully functional/comfortable for at least 1-2 years. Indeed, before purchasing, Microsoft strongly suggested it's durability, utility, and stability but it seems it was only a facade as mine didn't even last a year despite being properly maintained. As soon as I saw the separation of the top headrest padding, I contacted Microsoft Support fully expecting they would replace them as they did with my Pen when it did not work as intended. I was not sent a refurbished one and even was sent the wrong color in that scenario. Upon speaking with the first technician, I was told to send the device to the service center which I refused as I need them for work. The tech then told me it was too late and they had already ordered a replacement (used/refurbished). There was confusion about what she had done, so I was told I would get a call in the morning to put a credit card on hold for an amount that would be determined by level 2 support. I did not get a call back at all. I emailed many times to the ticket that was entered and got no response for over 6 days. When I finally called back, I got a supervisor who was very annoyed and said things like "Take it or leave it, this is the best you will get" and "They will be new just not in the original packaging" which is misleading and/or a straight up lie. Telling someone something is new when it is not, I thought was illegal. Another employee admitted that they would NEVER be new if replacing for warranty. I was very upset and explained that headphones are different than a computer that there are porous materials that bacteria and other things cannot be "cleaned" well enough. I explained that the reason I am concerned is that my teenage daughter, who also uses them, is battling Leukemia and often has no immune system. This was not considered and only got a "sorry to hear that". This is not only dangerous and reckless, but in my opinion, negligent. Meanwhile MS has come out with a new "version" that look the same but are $100 USD less. Sending a new pair would cost them less than refurbishing a used pair that someone was wearing previously. After 10-15 hours of time on the phone, I started receiving emails from a "depth specialist" and thought maybe he/she would be able to help. Turns out, he wanted to make me feel bad for what I was asking for. He restated the SAME POLICY OVER AND OVER in the email thread and went on to tell his personal story about a surface he has that is outside the warranty period and would not get replaced like they are offering me. As if I should thank them for having a 1 year warranty or something?!? Hoping someone reads this and understands the danger that MS wants to put my family in over a small portion of money. This is not good and I see now that I am not alone. This will be my last attempt to try and remain a MS customer in any way moving forward. If they are unable to replace my headphones with NEW ones, I will not be buying anything MS related and go back to using Apple/Amazon products who have customer service agents who are reasonable and willing to help even when it might not be the official policy. Dismissing my concern about my daughter with Leukemia was very striking and concerning.
Surface Pen not charging
Surface pen not able to charge. I am using the keyboard to charge my slim pen. Not very sure why but it always show this ⚠ sign and my pen is not able to charge. there is no light shown on the pen as well (the pen is flat alr). tried all the trobleshoot things but not working as well even tho the pen and keyboard are both connected to my device alr.. pls helppp
Surface Book 2 USB-C port keeps disconnecting
Good day, please can someone assist me? I have had my Surface Book 2 for just under 2 years and have always used a USBc to HDMI adaptor so that I can work on a second screen as well. Very recently it started disconnecting every minute or 2 making it impossible to utilise my second screen. I have changed monitors, cables, even adaptors but the problem persists. I used my earphones in the port and that also disconnects frequently. Does anyone know what might have caused this and how I can fix it?? Please assist.
Surface dial and One Note
So I'm really disappointed that the surface dial doesn't have any one note integration. Even the zoom function doesn't work, and that's just one of the general presets. The dial being fully integrated with onenote makes perfect sense, and its ridiculous that it doesn't work.
Dock 2 firmware versions
How do you tell what is the current version of firmware that has been released for a Surface Dock 2? I've looked at the files listed here https://www.microsoft.com/en-us/download/details.aspx?id=101317 None of those files have numbers that match what I'm seeing in the accessories view of the Surface app on Surface Book 3. Windows Update says I've got all the recent updates but I'm trying to validate that because this dock is a replacement for one that kept blinking my monitors so I would like to make sure, rather than take it on faith that WindowsUpdate is working. ThanksDial support in Adobe CC products
With their newest update, the 2022 editions of their software, Adobe broke the spaces plugin the Surface Dial depended on for integration into applications like Photoshop. Adobe has stated publicly that they have no intention of remedying the situation, and suggests that Microsoft creates a plugin for Photoshop if they intend the Surface Dial to work with Photoshop. (unsure if links to other software makers' forums are permitted, but they can be provided on request). Are there any plans at all within the Microsoft Surface programming team to create such a plugin for a third party piece of software, or have Adobe just made my surface dial a completely worthless purchase/overpriced volume control?MS Designer Compact Auto Sleep Function - Impossible to turn off
Hello, I've been in contact with various support technicians trying to solve this issue, my case went to the L2 level, where I was offered either to return the unit or keep it and maybe post a support ticket here and in the feedback hub, which I am doing now. The MS Designer Compact keyboard and the numpad units have a built-in sleep mode switch, which turns off the keyboard in order to preserve battery life. This is all fine, except when the keyboard goes in sleep mode during use. I’ve noticed this behavior while working with it and sometimes it goes to sleep while typing. The keyboard needs a second or two to turn back on and does not register the inputted characters during the wake-up phase. The advice I was gives was: Change the power plan and all sub-categories to performance (which I already had enabled) Changing the power mode of the devices, Bluetooth adapters and HID devices to have the option “allow device to turn on PC” to enabled and “prevent PC from disconnecting device to save power” to off. Press fn+S+O on the keyboard for three seconds to manually override the keyboard’s sleep mode Nothing worked. I assume it’s a hardware setting, which could maybe be resolved by a firmware update. I also assume there’s no way of fixing this with tinkering in Windows. IS there a possible fix to this or a firmware update in the work to address this? I’ve seen many support tickets describing this issue in relation to other MS keyboards and mice, and no fix was to be found. D.
How to fit in a new surface cell phone
Any one who can help here great. I am currently working on drawings. I need help in development. I would like to see this project picked up by Microsoft. First a little background on who I am. My name is Russel Nelson I am an Industrial Designer who graduated from Pratt Institute in Brooklyn NY 1976. At that time I was working on one of the first laptop designs based upon a slab. Not to the present. I have come up with an idea about a month ago and have been working on a design using sketchup program. The design is focused on developing a cell phone that has a hinge, opens up and a basic module that can be upgraded and reused easily. I think this would cut down on electronic waste and make a device that we have come to accept more useful. I am thinking that device can be connected to itself because it is modular, allowing for a continual increase in screen size. This would lend itself to being a laptop. The manner that allows this device to do this is that the screen is basically made up of modular components with each piece being able to turn into a computer depending upon computer attachment. The basic cell phone could turn into a various devices at any given time depending upon the need of the user. I am working on a drawing presentation which will make this proposal even stronger. What I need is help in directing this idea to become a reality. Once it is created the usefulness will be so obvious many folks will adopt using this cell phone because of the simplicity and usefulness over a longer period of time. Please Help Russel Nelson Industrial Designer
Surface Pro 8 Cover defect
Hello everyone, I’d like to share my experience with the Microsoft keyboard for the 13-inch Surface Pro 8 with pen holder compartment. After a little more than two years of use, the keyboard stopped working. At first, I thought it was a software problem, so (after checking for updates) I followed all the reset and diagnostic procedures recommended on Microsoft’s website, including those suggesting a safe mode restart, up to a full system reset. None of this worked. I then checked on Microsoft’s website to see if it was still under warranty, but unfortunately, the two years had just passed, and the site suggested I send it in for a paid repair... Instead, I decided to look into the issue myself and discovered that the flex cable connecting the keyboard’s connector was cleanly cut right after the pen holder slot, which is made of metal. The cut occurred exactly where the metal base that holds the pen ends, at the point where the keyboard bends (see photo). It is clear that the flex cable has no protective layer to prevent the metal from cutting into it when the keyboard is bent. In my opinion, this is an obvious manufacturing defect that should be covered under warranty. It would be nice if Microsoft gave some acknowledgment in this regard. Best regards, Adamo
Surface Dock Connectivity Issues
Hi all, Hoping someone can potentially provide some insight into the below issue in relation to a surface dock: "connectivity to the external displays no longer works. The connector will charge the laptop and usb outputs work for phone charging etc. The screens/external display also work as have checked it with another laptop however will not allow display use." Any suggestions would be greatly appreciated.
