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So we had yet another Surface book break we are on #3 now. Just a couple weeks before we had our surface docking station and the magnetic keyboard break as well. So I call Microsoft support and let them know what happened they inform me I have to send back the old keyboard before they will ship a new and that they will just replace the docking station no questions asked.

So they replace they keyboard and replace the docking station. but to my surprise they didn’t send a direct replacement they send me a brick docking station instead of the stand. Which would be fine except it had NO POWER CABLE. after an argument with support they told me I would have to purchase a new power cable.

Fast forward another week now the surface book is acting up. They send out a new surface book and again not a direct replacement. this surface has an integrated keyboard and again NO POWER CABLE. again i call support and argue why am i responsible for buying new power cables if you are sending me parts that are not direct replacements.

uuuggghhh and the phone support was awful, I asked to speak to a manager and they never got back to me. When I called to inquire what my call wasn’t returned they claimed a “system glitch” was responsible. yeah right…

@Microsoft

20 Spice ups
2

I hate to say it, but why would anyone buy Microsoft hardware? Other than keyboards and mice, I wouldn’t touch their hardware even if they gave it away, which they are definitely not. You can’t get good support for their software, so what makes anyone think their hardware support will be any different?

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Yeah I stick to Microsoft peripherals only. Getting Surface hardware is asking for a headache.

Go with Dell or Samsung next time.

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I feel ya. We bought 11 SP4 units and 3 of them were faulty out of the box, all with different issues (audio failure, wireless NIC failure, and another with just general wonkyness that needed to be reimaged).

We had used the SP3 many times in the past and had very few issues, but when we wanted to buy more we were told “nope, not available through official channels anymore” just 2 days after the 4 launched. We’ve been highly disappointed so far, to say the least.

Oh, and don’t forget – they’re nearly impossible to image unless you have the perfect M$ environment, so good luck.

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5

Just to add some counter anecdotes to the discussion…

We have had 2 Surface Pro 2, 1 SP 3, and now on our 3rd SP 4. All of them have been top notch. Used daily by our sales staff and myself without any issues. The sales staff uses theirs more than I do (mine is for when I’m traveling or the family has tied up the home PC), but outside a few issues connecting to home wifi (staff asking me what their home wifi password is…seriously) our Surface Pros have all been fantastic.

The SP3 and 3 of the SP4 are used as desktop replacements with docking stations here in the office, each with dual monitors.

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They certainly seem to be hit or miss in the hardware department, risky.

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The thing is it wouldn’t be that hard for Microsoft to make it right. Just send the friggin power cables and boom everything is good.

8

Get a lawyer to write to MS and threaten to sue. You’ll find them quick to fix your problem. MS responds faster to lawsuits than to user complaints.

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or you purchase the warranty (which should be standard with a purchase of this magnitude) plus the fact its a first gen item (which I never buy) and you would be in a much better position. I purchase the business care warranty with any of the surfaces that I purchase (and I have 24 of them in use). That way its 2-3 business day replacement or you can find a local Microsoft store and they swap it onsite.

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We have enterprise coverage, extended warranty and accidental damage. It’s the main reason I dont think I am out of line for asking that they send power cables.

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oh in that case you are fully in the right to ask for power cables. Tagging Chris (Microsoft) to see if he can help.

@chris-microsoft

2 Spice ups
12

Yikes, I really hate to hear about things like this. I’ll send you a PM and get some of your details.

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13

LOL, Microsoft hardware FTW!!!

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14

I feel for you. I’m on day 2 of waiting for a call back during actual business hours for a warranty problem with an SP4.

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15

Had no problems replacing my Surface Pro when it got the yellowed screen from heat issues. I filled out the request, they sent me a new one, I sent back the old one with the same box.

Got a SP2 and SP3, work great, no issues.

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I think they learned the hard way how to resolve this. I think the CPU chipset in the SP4 has liquid cooling. :slight_smile:

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Just wanted to give an update to all. I was able to work with the OP and Microsoft’s Premier Surface Support team to get the power cables sent out to the OP.

2 Spice ups
18

And I can verify this, thanks Chris for getting everything set right!!!

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awesome-thanks Chris

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Wow, now I don’t feel bad for not ordering any SP4’s yet, knock wood have had fine results with SP3’s and Surface 3 LTE’s.

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