Surface Laptop 2 - Replacement Issue

[Sasha798]

I am writing to express my disappointment with the unsatisfactory level of service that Microsoft Surface Support (India) has provided. I have expected much more from a company of your standards. Unfortunately, I can't help but submit this letter of complaint hoping for a fast and adequate resolution.

Speaking of my issue, I bring to your notice that my Surface Laptop 2 which I bought from one of your authorized retailers (Amazon) last year, has suddenly encountered keyboard malfunction issues. I began to have trouble with the device a few months ago (8 months after the date of purchase). Upon examining it, I have been able to identify as per my knowledge the problems: One is that the device is overheating leaving the screen blue. The other one is that some keys are malfunctioning (The service center should have figured these problems out during the inspection of the device). 

Moreover, I am given to understand through the latest updates by the Microsoft Community that this is a known issue for other Surface Laptop 2 users. Hence problems occurred in my device due to a design flaw. I personally see no other reason since I took good care of it, performing all recommended maintenance and keeping it meticulously clean. 

As a student, when investing nearly 1000 USD on a premium product, I expect the device to be fully functional for at least 3-4 years. Indeed, before purchasing, the company pleaded it's durability, utility, and stability but it seems it was only a bargain as mine didn't even last a year despite being properly maintained. 

As soon as I learned of this problem, I contacted Microsoft Support and was told to send the device through FedEx to the service center located in Delhi, so that I can get a proper replacement. 

Waiting for over a month with my case being escalated to level 3 support, I was informed abruptly that a unit has been shipped. But no information regarding the unit was given by my Repair and Warranty Specialist: whether it was a new one or a refurbished one??. 

Please do not mistake me, I for sure have no misconception about a refurbished unit, it is just that mine was new, well maintained without any physical damage and stands within the warranty period. It is then totally unacceptable for me to replace my new unit with a refurbished one as I strongly doubt the quality of the refurbished machines. Indeed, the latest updates from the Microsoft Community mentioned that the replacements for the Surface Laptop 2 were of poor quality. So I requested them to give me a brand new replacement as it stands within the stipulated warranty period and I also informed that once the refurbished unit reaches me, I will return it back without even opening the package. 

Hoping to get proper help, I posted my concern on the Microsoft Community. Being redirected to the Microsoft Surface Support Team, most of the agents I have contacted through the Microsoft support chat did not give me a proper response regarding my request. The inconveniences are as follows: - Some promise to follow up via mail regarding the progress of the case email but not even a communication mail is sent; - Some respond without even escalating the case to the Repair Specialist Team and taking into account my emails etc.. / However some agents stood out, whom I am thankful to, for documenting my case.

Moreover, in order to facilitate the investigation of my replacement case I sent the Microsoft Surface Support Team emails providing them with details and clarity, but no reply has been sent till date. With all due respect, this clearly isn't the type of service a consumer would want to experience from a company of your stature. 

Hope you understand my concern,

[#2 · Accepted solution]

@Sasha798 

This experience has been my identical story except my issue is with headphones ($350 premium pair of surface 1 headphones). I have the same reasonable expectations that you stated so well. The only difference is that due to the pandemic and my mistrust in their broken promises, I will not send my device to them. They wanted to put a hold on my credit card if they had to send me a used/refurbished pair, but they do not send me a $350 gift card or collateral in case I never get what was promised. Based on the interactions with Customer Service (Both Level 1 and Level 2 supervisors), I would bet that they would lose track of them and tell me I never sent them in. 

Microsoft has a large problem here based on what I am reading on many blogs and other websites. It appears as though they want to be more like Apple/Amazon/etc, however they have not figured out how to "make it right". 

The amount of ignorance and incompetence that I have been dealing with lately over these headphones is crazy. The worst part is that since November, they have released a new version of the surface headphones which are $250 and are identical with more features. They refuse to send me a new pair, they keep repeating "Like for like replacements ONLY" to me. This would mean I get a pair of headphones that were over someone elses ears and there is fabric and porous materials that cannot be disinfected. I have considered contacting a lawyer but know that this small amount of money would not be worth it. 

I have caught them in MANY lies (which I have documented) and the supervisors are just level 1 employees that have been there longer but they do not have any extra "power" to help you. What they WILL do, is repeat the same things that the first person who picked up the phone said. I got emails then from a "depth specialist" which seems to be very good repeating the same things as well. Its like they have a team of people to discourage doing the right thing but instead saving the company money. 

I am hoping that I can find a corporate person or department that cares about keeping customers and can explain and show all this documentation to in order to get what is fair. I have a feeling I will be using a broken pair of headphones or have to try and glue them back together. Below are some things that they said to me on the phone or in emails.

1. "Take it or leave it, anything else I can help you with?" -->Level 2 Supervisor

2. “I will just gonna straight forward on you. I would like to let you know that the highest support already declined the request and suggested to offer you an In-Warranty replacement for this situation.” -->Depth Specialist

3. "You should be thankful that we are willing to even replace something that you damaged" --> Level 2 supervisor (Hint: I did not damage them at all)

[#3]

Thank you rbeck425 for your reply, I really appreciate it. Indeed most of the agents I have contacted through the Microsoft support chat did not give me a proper response regarding my request. The inconveniences are as follows: - Some promise to follow up via mail regarding the progress of the case email but not even a communication mail is sent ; - Some respond once in a blue moon without even escalating the case to the Repair Specialist Team and taking into account my emails etc..

At the moment my device is in their Service Center and no resolution has been provided yet. Waiting for over 2 months my request for a brand new device was denied. Asking them for the reasons of the denial of the request, here is what they said : ''I apologize for any inconvenience this issue may have caused. Please allow me to explain the situation.We are unable to send you a new device because we do not keep new retail devices in stock at our Service Centers. Since you are without the device, I can arrange to have another unit shipped to you.''