Forum Discussion

rbeck425's avatar
rbeck425
Copper Contributor
Aug 27, 2020

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.

9 Replies

  • HotCakeX's avatar
    HotCakeX
    MVP
    Nov 07, 2020

    rbeck425 

    Also,

    when they said to send them the broken device, you had to send them, that's the normal procedure, how else can they fix your device, they can't send someone to your house and fix your headphones.

     

    also don't forget the coronavirus and the effects it's had on everything in the world.

    • rbeck425's avatar
      rbeck425
      Copper Contributor
      Apr 25, 2021

      HotCakeX 

       

      There was no fixing them, they wanted to provide OTHER USED headphones. In case you did not read my entire post (which you clearly did NOT, I mentioned the coronavirus specifically and how it affected me and my daughter who is immuno-compromised. There is no chance that I would allow a used device to be put on her head this year. You seem very ignorant and dismissive. Of course I understand that is the "normal" procedure, but for some reason Microsoft gets a pass because of COVID but there is no understanding of affecting the consumer? I ended up buying cheaper headphones that:

      1. Last 3x longer

      2. Have not started falling apart

      3. Were about 9-10x cheaper

      4. Are more comfortable and connect easier to my Windows 10 MS laptop 

       

      NEVER AGAIN! 

    • rbeck425's avatar
      rbeck425
      Copper Contributor
      Dec 06, 2020

      HotCakeX Every business is dealing with COVID and that is my VERY POINT here. I dont want them to "fix them" because I know they won't. They will send me a used pair from someone else. They need to consider the pandemic and maybe bending or updating their strict policies....

       

      I lost my surface Pen and the find my pen software did not work. They replaced it with a NEW one with almost no question. Now my headphones are falling apart and I cannot even get a new pair. It is hypocritical and why they will never get a stronghold in this market. 

      Sad that you are the only one to reply and NO ONE from MS is even willing to respond. 

      I am done buying more MS products. Apple will be my choice moving forward as I know they will do the right thing ethically, not just what the policy in their book says. 

      • HotCakeX's avatar
        HotCakeX
        MVP
        Dec 07, 2020

        rbeck425 

        Spoiler
        rbeck425 wrote:

        HotCakeX Every business is dealing with COVID and that is my VERY POINT here. I dont want them to "fix them" because I know they won't. They will send me a used pair from someone else. They need to consider the pandemic and maybe bending or updating their strict policies....

         

        I lost my surface Pen and the find my pen software did not work. They replaced it with a NEW one with almost no question. Now my headphones are falling apart and I cannot even get a new pair. It is hypocritical and why they will never get a stronghold in this market. 

        Sad that you are the only one to reply and NO ONE from MS is even willing to respond. 

        I am done buying more MS products. Apple will be my choice moving forward as I know they will do the right thing ethically, not just what the policy in their book says. 

        Are you really serious now?

        "They will send me a used pair from someone else." !?! how do you even come up with theories like that?

         

        "I lost my surface Pen and the find my pen software did not work. They replaced it with a NEW one with almost no question."

        Well, they wanted to replace your headphones with a pair of new ones too, but you didn't want it, you declined it, because of some false theory that they will give you broken headphones of someone else.

         

        I mean if you like apple products then go on, by all means please, but saying things that are not true about a company, be it Microsoft or Apple, is not good.

         

  • rbeck425's avatar
    rbeck425
    Copper Contributor
    Aug 29, 2020

    If ANYONE knows a way to help me or has a contact that I can connect with at MS to let them know about my experience, PLEASE REPLY!

     

    Thank you for reading!

Resources