Microsoft Scam?

[Ollie0409]

What is going on? I bought a brand new Surface Book 2 on Amazon at the start of September. After immediate use I noticed some keys weren't right, they sometimes didn't press all the way in and sounded very odd. I ignored this as I didn't want to get into the hassle of getting it repaired/replaced. About 20 days after having the laptop, I noticed that the grey material at the top left above the screen started to crack. I guessed it was from shutting the device and at first I thought maybe I did it myself by accident. Less than a week later I spot the same issue again, this time in the top right. I contacted Microsoft and created a replacement order 29 days after purchase and sent the device off.

 

When the replacement returned, and i'm guessing this is standard, the device came bare in a cardboard box with just some stretchy cellophane over the top. Having travelled over 700 miles I thought that it was a bit unprotected. Opened it up and the device had several black marks on the base and side and most notably a large black scrape on the edge to the right of the keyboard. I contacted Microsoft support at this point to see what was going on. I get in contact and told them with what had happened. I sent pictures of the device and the box it came in and described all of the damage. They created a new replacement order and said they would monitor it this time to make sure it wasn't the delivery companies fault. Once again I sent it off and hoped a new one would come back ready for use.

 

When this next unit arrives, I open the box and once again the device was damaged. This time it had numerous scratches and scrapes and also a stain on the side of the tablet, looks a bit like coffee or tea. It was clear that the unit was not new and as I later find out both of them weren't. Being in contact with support again, I find out that replacements are refurbished units and the person said that new units are only given to those that return the device within 12 days of purchase. I agreed with the guy on the phone who created a new order and specified that it has no physical damage.

 

Over the next day since the call, I took a look at the standard surface warranty documents to see what was going on. Under section 5b It does clearly state that "Replacements may be with a new or refurbished unit" I also took a look at my rights as a consumer and came to the conclusion that I am entitled to a new device. I called support up once again and explained to the woman on the phone that I am entitled to a new laptop. She clearly says to me something along the lines of "We don't replace devices with new units only refurbished." I clearly outline the warranty document quote and she says she escalates the problem.

 

I was told I was going to get a call possibly the following day but after that didn't happen. I called once again to see what was going on to which I got the reply that I would be called the following Monday. Monday came and went and yet I didn't get a call. I tried to call on multiple occasions but got stuck on hold. We got in contact with a customer relations manager and explained the issues. We both exchanged emails with this manager about the issue and I have clearly said to him that I am not sending this unit back until I get confirmation that a new device will be sent back to me. As of yet, I have got no such confirmation only the feeling that the manager just wants me to send it back and hope I get a good condition "refurbished" model. He said things like "The devices you received shouldn't have even left the repair centre" but I think we could see that for ourselves to be honest. 

 

What this all boils down to is why is Microsoft so reluctant to giving a new replacement to a faulty product that was returned within 30 days. What I could've done was get a full refund for the device and buy a brand new one off of Amazon again and cut out all of this. It has been going on for about a month and a half and still hasn't been sorted. I said to the manager "I want a new device or a full refund. This is too much money to be spending on such a poor service." I think that is fairly reasonable. Has anyone else had issues with Microsoft or any other tech company regarding replacements because this is poor especially for a business the size of Microsoft.

 

 

[AngryBeaver]

The way I see it. You purchased a new device and it had issues. You wanted to return said new device and should receive a new device in return. I would say anything in the first 60 days can pretty be summed up as new unless it was damaged by the customer.

 

Honestly, you aren't probably putting up the good fight enough tbh. I would make sure to post this story on their facebook page, complain on twitter, file a complaint with the BBB, their forums, and overall just give it all the visibility you can. Once you post in the other areas you are going to start costing them potential customers... so they can either get this handled without complaint or risk losing money they would have otherwise made.

[TetraSky]

22 minutes ago, Ollie0409 said:

What I could've done was get a full refund for the device and buy a brand new one off of Amazon again and cut out all of this.

It's also what you SHOULD have done.

Always deal with the seller (Amazon) if you're within the return period.

These broken devices should've never been sent to customers and were obviously not properly refurbished, they obviously have issues in the repair centre.

[YaBoiWill]

It kind of depends what country you are in as to what your rights as a consumer are. 

In the UK if a produce is defective or damaged that isn't your fault, you are entitled to a replacement if its under warranty and it's a manufacturing issue, both which apply to you at the moment. 

I reckon you need to shove your foot in the door a bit more, make it visible over the internet to get as much exposure as possible. 

If this doesn't work request a full refund from them, if they won't give it you should be able to get your card company/bank to help you recover the money. I know my bank has this scheme where they will fight your case, and you have a really strong one imo, and you should get your money back and perhaps buy one from a store next time so that you can jump up and down and wave your arms to an human in front of you and not down the phone 

[Ollie0409]

Ye i'm in UK, great ideas. Ill be sharing this around a bit. It's pretty ridiculous and is becoming a joke. 

[GoodBytes]

43 minutes ago, Ollie0409 said:

What is going on? I bought a brand new Surface Book 2 on Amazon at the start of September. After immediate use I noticed some keys weren't right, they sometimes didn't press all the way in and sounded very odd. I ignored this as I didn't want to get into the hassle of getting it repaired/replaced. About 20 days after having the laptop, I noticed that the grey material at the top left above the screen started to crack. I guessed it was from shutting the device and at first I thought maybe I did it myself by accident. Less than a week later I spot the same issue again, this time in the top right. I contacted Microsoft and created a replacement order 29 days after purchase and sent the device off.

Why didn't you return the device from Amazon. You have 30days. Warranty replacement leads to refurbished units. Logitech is one of the very few companies that give you a new device.. and those are peripherals not a computer.

 

43 minutes ago, Ollie0409 said:

When the replacement returned, and i'm guessing this is standard, the device came bare in a cardboard box with just some stretchy cellophane over the top. Having travelled over 700 miles I thought that it was a bit unprotected.

It's fine, unless it got shipping damaged.

 

43 minutes ago, Ollie0409 said:

Opened it up and the device had several black marks on the base and side and most notably a large black scrape on the edge to the right of the keyboard. I contacted Microsoft support at this point to see what was going on. I get in contact and told them with what had happened. I sent pictures of the device and the box it came in and described all of the damage. They created a new replacement order and said they would monitor it this time to make sure it wasn't the delivery companies fault. Once again I sent it off and hoped a new one would come back ready for use.

Lucky. Usually manufactures (all of them), will tell you "Oh it's cosmetic, not covered by warranty".

 

43 minutes ago, Ollie0409 said:

When this next unit arrives, I open the box and once again the device was damaged. This time it had numerous scratches and scrapes and also a stain on the side of the tablet, looks a bit like coffee or tea. It was clear that the unit was not new and as I later find out both of them weren't. Being in contact with support again, I find out that replacements are refurbished units and the person said that new units are only given to those that return the device within 12 days of purchase. I agreed with the guy on the phone who created a new order and specified that it has no physical damage.

Always return a non perfect product to the retail store when it is under the return period.

Amazon, like most stores in Canada and US is 30 days

Microsoft own store is 30 days.

 

43 minutes ago, Ollie0409 said:

Over the next day since the call, I took a look at the standard surface warranty documents to see what was going on. Under section 5b It does clearly state that "Replacements may be with a new or refurbished unit" I also took a look at my rights as a consumer and came to the conclusion that I am entitled to a new device. I called support up once again and explained to the woman on the phone that I am entitled to a new laptop. She clearly says to me something along the lines of "We don't replace devices with new units only refurbished." I clearly outline the warranty document quote and she says she escalates the problem.

You are fighting a third party company who is contracted by Microsoft, if I am not mistaken. This will be hard.

 

43 minutes ago, Ollie0409 said:

I was told I was going to get a call possibly the following day

Lesson I learned in life, when a non-sales center tells you they'll call back, it is usually to get rid of you. I don't recall a single company calling me back for anything.

 

43 minutes ago, Ollie0409 said:

I called once again to see what was going on to which I got the reply that I would be called the following Monday. Monday came and went and yet I didn't get a call. I tried to call on multiple occasions but got stuck on hold. We got in contact with a customer relations manager and explained the issues. We both exchanged emails with this manager about the issue

Cool

Quote

and I have clearly said to him that I am not sending this unit back until I get confirmation that a new device will be sent back to me.

Hmmm, sadly that is not going to work. At best they'll ask for your credit card and put a hold of the amount of the system, only to be released once they get it and process it (so several days after they get it, and more days your bank/credit card company processing time.. so your credit card limit will be reduced by the amount of the system until the hold is removed). And that is assuming that they can do this.

 

43 minutes ago, Ollie0409 said:

As of yet, I have got no such confirmation only the feeling that the manager just wants me to send it back and hope I get a good condition "refurbished" model. He said things like "The devices you received shouldn't have even left the repair centre" but I think we could see that for ourselves to be honest. 

True. But the reality of things is that the tech staff are told that cosmetic issues should be ignored. Remember, if I am not wrong, that this is a third party company, the more parts they replace, the more it cuts through their profits. I honestly HATE companies that deal with third parties. I find it shameful that Microsoft still doesn't have an in house solution.

 

43 minutes ago, Ollie0409 said:

What this all boils down to is why is Microsoft so reluctant to giving a new replacement to a faulty product that was returned within 30 days. What I could've done was get a full refund for the device and buy a brand new one off of Amazon again and cut out all of this.

ALWAYS ALWAYS return to the store if the product you purchase is not perfect. It is the only way companies learn... because it cost them money, and so they will investigate and resolve the issue, and you, as a consumer, reset the 30days return window.

 

I always highly recommend to not even accept exchanges as this doesn't reset the 30day return window either. Full returns, and re-purchase is the only way. Yes it is bureaucratic stupidities.

 

43 minutes ago, Ollie0409 said:

It has been going on for about a month and a half and still hasn't been sorted. I said to the manager "I want a new device or a full refund. This is too much money to be spending on such a poor service." I think that is fairly reasonable. Has anyone else had issues with Microsoft or any other tech company regarding replacements because this is poor especially for a business the size of Microsoft.

The only issue I had, is when I used my accidental damage protection coverage on my Surface Pro 2. At first, I was told that I didn't get Microsoft Complete to get the 2 year warranty +accidental damage protection coverage. Ready from experience with other companies, I had the purchase code of this, and order detail already printed when I purchased the device. I took high-resolution pictures of everything and e-mail it.. the guy on the phone, which was supposed to call me back once he received the proof of purchase, of course, didn't call me back. I called back, and got someone that was competent, and that person, magic, no issue. She was nice, helpful, and actually did find my purchase of Microsoft Complete in the system. I acted to her that probably was a communication issues, and that it was ok,. (I didn't care about an "investigation" on the issue, I wanted my replacement). I got a label to send the device in, and I did so. Now, my issue is that the audio connector broke. After about 2 weeks (maybe a bit less), I got a box, and I opening it, and there was system back, with a letter saying that the device was rejected as no issue was found. I called back, all nice (despite being annoyed in my head), and explained the issue, even probably suggested that, maybe technician didn't have headphones to test, or didn't wiggle the connector... you know acting like I am giving the benefit of the doubt. I was given another shipping label, and shipped it again. I got back a bigger box, this time, there was, like what you got, but had a Surface Pro 3. but also included a Surface Pen (new in retail box), Power adapter (new in retail box), and new keyboard cover (again, new in retail box). And this is what I have now. My Surface Pro 3 was in near excellent condition. minor scratch on the edge where the kickstand hits the table, which is normal (happened on my Surface Pro 2). But it was clear that the previous owner took great care on the system.

 

Now, the keyboard was included because the form factor between the Pro 2 and 3 changed. The Pen  technology and power adapter connector also changed, and that is why I got them. I probably got the newer model probably because they didn't have any refurbished Pro 2 device of the same specs.

 

[Ollie0409]

3 minutes ago, GoodBytes said:

Why didn't you return the device from Amazon. You have 30days. Warranty replacement leads to refurbished units. Logitech is one of the very few companies that give you a new device.. and those are peripherals not a computer.

 

It's fine, unless it got shipping damaged.

 

Lucky. Usually manufactures (all of them), will tell you "Oh it's cosmetic, not covered by warranty".

 

Always return a non perfect product to the retail store when it is under the return period.

Amazon, like most stores in Canada and US is 30 days

Microsoft own store is 30 days.

 

You are fighting a third party company who is contracted by Microsoft, if I am not mistaken. This will be hard.

 

Lesson I learned in life, when a non-sales center tells you they'll call back, it is usually to get rid of you. I don't recall a single company calling me back for anything.

 

Cool

Hmmm, sadly that is not going to work. At best they'll ask for your credit card and put a hold of the amount of the system, only to be released once they get it and process it (so several days after they get it, and more days your bank/credit card company processing time.. so your credit card limit will be reduced by the amount of the system until the hold is removed). And that is assuming that they can do this.

 

True. But the reality of things is that the tech staff are told that cosmetic issues should be ignored. Remember, if I am not wrong, that this is a third party company, the more parts they replace, the more it cuts through their profits. I honestly HATE companies that deal with third parties. I find it shameful that Microsoft still doesn't have an in house solution.

 

ALWAYS ALWAYS return to the store if the product you purchase is not perfect. It is the only way companies learn... because it cost them money, and so they will investigate and resolve the issue, and you, as a consumer, reset the 30days return window.

 

I always highly recommend to not even accept exchanges as this doesn't reset the 30day return window either. Full returns, and re-purchase is the only way. Yes it is bureaucratic stupidities.

 

The only issue I had, is when I used my accidental damage protection coverage on my Surface Pro 2. At first, I was told that I didn't get Microsoft Complete to get the 2 year warranty +accidental damage protection coverage. Ready from experience with other companies, I had the purchase code of this, and order detail already printed when I purchased the device. I took high-resolution pictures of everything and e-mail it.. the guy on the phone, which was supposed to call me back once he received the proof of purchase, of course, didn't call me back. I called back, and got someone that was competent, and that person, magic, no issue. She was nice, helpful, and actually did find my purchase of Microsoft Complete in the system. I acted to her that probably was a communication issues, and that it was ok,. (I didn't care about an "investigation" on the issue, I wanted my replacement). I got a label to send the device in, and I did so. Now, my issue is that the audio connector broke. After about 2 weeks (maybe a bit less), I got a box, and I opening it, and there was system back, with a letter saying that the device was rejected as no issue was found. I called back, all nice (despite being annoyed in my head), and explained the issue, even probably suggested that, maybe technician didn't have headphones to test, or didn't wiggle the connector... you know acting like I am giving the benefit of the doubt. I was given another shipping label, and shipped it again. I got back a bigger box, this time, there was, like what you got, but had a Surface Pro 3. but also included a Surface Pen (new in retail box), Power adapter (new in retail box), and new keyboard cover (again, new in retail box). And this is what I have now. My Surface Pro 3 was in near excellent condition. minor scratch on the edge where the kickstand hits the table, which is normal (happened on my Surface Pro 2). But it was clear that the previous owner took great care on the system.

 

Now, the keyboard was included because the form factor between the Pro 2 and 3 changed. The Pen  technology and power adapter connector also changed, and that is why I got them. I probably got the newer model probably because they didn't have any refurbished Pro 2 device of the same specs.

 

Unfortunately there aren't any Microsoft stores in UK that i'm aware of. If there are, there are non close. The only reason why I didn't go straight to amazon for a refund is because I bought at a sale, which If I bought back at now would cost me a couple hundred pounds extra for the same device. At the end of the day the warranty documents say that they are able to replace with a new model. Why they are refusing to do this I do not know.

[Ollie0409]

8 minutes ago, GoodBytes said:

Why didn't you return the device from Amazon. You have 30days. Warranty replacement leads to refurbished units. Logitech is one of the very few companies that give you a new device.. and those are peripherals not a computer.

 

It's fine, unless it got shipping damaged.

 

Lucky. Usually manufactures (all of them), will tell you "Oh it's cosmetic, not covered by warranty".

 

Always return a non perfect product to the retail store when it is under the return period.

Amazon, like most stores in Canada and US is 30 days

Microsoft own store is 30 days.

 

You are fighting a third party company who is contracted by Microsoft, if I am not mistaken. This will be hard.

 

Lesson I learned in life, when a non-sales center tells you they'll call back, it is usually to get rid of you. I don't recall a single company calling me back for anything.

 

Cool

Hmmm, sadly that is not going to work. At best they'll ask for your credit card and put a hold of the amount of the system, only to be released once they get it and process it (so several days after they get it, and more days your bank/credit card company processing time.. so your credit card limit will be reduced by the amount of the system until the hold is removed). And that is assuming that they can do this.

 

True. But the reality of things is that the tech staff are told that cosmetic issues should be ignored. Remember, if I am not wrong, that this is a third party company, the more parts they replace, the more it cuts through their profits. I honestly HATE companies that deal with third parties. I find it shameful that Microsoft still doesn't have an in house solution.

 

ALWAYS ALWAYS return to the store if the product you purchase is not perfect. It is the only way companies learn... because it cost them money, and so they will investigate and resolve the issue, and you, as a consumer, reset the 30days return window.

 

I always highly recommend to not even accept exchanges as this doesn't reset the 30day return window either. Full returns, and re-purchase is the only way. Yes it is bureaucratic stupidities.

 

The only issue I had, is when I used my accidental damage protection coverage on my Surface Pro 2. At first, I was told that I didn't get Microsoft Complete to get the 2 year warranty +accidental damage protection coverage. Ready from experience with other companies, I had the purchase code of this, and order detail already printed when I purchased the device. I took high-resolution pictures of everything and e-mail it.. the guy on the phone, which was supposed to call me back once he received the proof of purchase, of course, didn't call me back. I called back, and got someone that was competent, and that person, magic, no issue. She was nice, helpful, and actually did find my purchase of Microsoft Complete in the system. I acted to her that probably was a communication issues, and that it was ok,. (I didn't care about an "investigation" on the issue, I wanted my replacement). I got a label to send the device in, and I did so. Now, my issue is that the audio connector broke. After about 2 weeks (maybe a bit less), I got a box, and I opening it, and there was system back, with a letter saying that the device was rejected as no issue was found. I called back, all nice (despite being annoyed in my head), and explained the issue, even probably suggested that, maybe technician didn't have headphones to test, or didn't wiggle the connector... you know acting like I am giving the benefit of the doubt. I was given another shipping label, and shipped it again. I got back a bigger box, this time, there was, like what you got, but had a Surface Pro 3. but also included a Surface Pen (new in retail box), Power adapter (new in retail box), and new keyboard cover (again, new in retail box). And this is what I have now. My Surface Pro 3 was in near excellent condition. minor scratch on the edge where the kickstand hits the table, which is normal (happened on my Surface Pro 2). But it was clear that the previous owner took great care on the system.

 

Now, the keyboard was included because the form factor between the Pro 2 and 3 changed. The Pen  technology and power adapter connector also changed, and that is why I got them. I probably got the newer model probably because they didn't have any refurbished Pro 2 device of the same specs.

 

I also didn't know that Microsoft use a 3rd Party for their repairs service

[GoodBytes]

4 minutes ago, Ollie0409 said:

Unfortunately there aren't any Microsoft stores in UK that i'm aware of. If there are, there are non close.

Oh! you are in the UK.... So forget what I said. I know in the UK/EU you have different rules and regulations on Consumer protection laws.

 

But Microsoft has an online Store. It is also the only to enjoy 10% off on anything Surface related and the device itself, if you are student.

Free shipping and free returns. Anyways...

 

Quote

The only reason why I didn't go straight to amazon for a refund is because I bought at a sale, which If I bought back at now would cost me a couple hundred pounds extra for the same device. At the end of the day the warranty documents say that they are able to replace with a new model. Why they are refusing to do this I do not know.

I don't know about UK consumer protection laws. I think you get a new one only if they can't give you a refurbished unit. That would be my guess.

At worst, keep exchanging units until you get a nice one. I mean, at worst, you are costing them the shipping cost of a new device. heh.

[Mr.Humble]

Not sure how it is in the UK, but in Czech Republic you can return any product purchased online within 14 days without specifying a reason for the return, and you're entitled to the full original price.

Also we have mandatory 2 year warranty.

The reason I'm writing this is A) bragging (sorry) and B) I believe at least one of those are mandated under EU law.

Just on a side note, almost every company I can think of that doesn't use 3rd parties for repairs.

[IntMD]

You should really have sent it back to Amazon as they generally have a 30 day no reason return rule anyway. I'd call them and get a case reference number from them, and advise them that you are going to talk to trading standards about their inability to send you an item that is undamaged. Basically keep talking up their legal responsibilities until they give in. If they don't, give trading standards a ring and see what they say.

[Mihle]

Should always contact the store first. If you got in on sale or not doesn't matter, as long as it doesn't specify  it being a B producer  or something. store required to fix/replace it in some way in EU without cost. (Some stores might make you pay shipping and then pay back if it's confirmed to be true reason for doing it)

 

Logitech is maybe the only company I might say it's ok to not contact the store first if you are in EU from my experience.

[Canada EH]

On 11/15/2018 at 12:20 PM, Ollie0409 said:

What is going on? I bought a brand new Surface Book 2 on Amazon at the start of September. After immediate use I noticed some keys weren't right, they sometimes didn't press all the way in and sounded very odd. I ignored this as I didn't want to get into the hassle of getting it repaired/replaced. About 20 days after having the laptop, I noticed that the grey material at the top left above the screen started to crack. I guessed it was from shutting the device and at first I thought maybe I did it myself by accident. Less than a week later I spot the same issue again, this time in the top right. I contacted Microsoft and created a replacement order 29 days after purchase and sent the device off.

 

When the replacement returned, and i'm guessing this is standard, the device came bare in a cardboard box with just some stretchy cellophane over the top. Having travelled over 700 miles I thought that it was a bit unprotected. Opened it up and the device had several black marks on the base and side and most notably a large black scrape on the edge to the right of the keyboard. I contacted Microsoft support at this point to see what was going on. I get in contact and told them with what had happened. I sent pictures of the device and the box it came in and described all of the damage. They created a new replacement order and said they would monitor it this time to make sure it wasn't the delivery companies fault. Once again I sent it off and hoped a new one would come back ready for use.

 

When this next unit arrives, I open the box and once again the device was damaged. This time it had numerous scratches and scrapes and also a stain on the side of the tablet, looks a bit like coffee or tea. It was clear that the unit was not new and as I later find out both of them weren't. Being in contact with support again, I find out that replacements are refurbished units and the person said that new units are only given to those that return the device within 12 days of purchase. I agreed with the guy on the phone who created a new order and specified that it has no physical damage.

 

Over the next day since the call, I took a look at the standard surface warranty documents to see what was going on. Under section 5b It does clearly state that "Replacements may be with a new or refurbished unit" I also took a look at my rights as a consumer and came to the conclusion that I am entitled to a new device. I called support up once again and explained to the woman on the phone that I am entitled to a new laptop. She clearly says to me something along the lines of "We don't replace devices with new units only refurbished." I clearly outline the warranty document quote and she says she escalates the problem.

 

I was told I was going to get a call possibly the following day but after that didn't happen. I called once again to see what was going on to which I got the reply that I would be called the following Monday. Monday came and went and yet I didn't get a call. I tried to call on multiple occasions but got stuck on hold. We got in contact with a customer relations manager and explained the issues. We both exchanged emails with this manager about the issue and I have clearly said to him that I am not sending this unit back until I get confirmation that a new device will be sent back to me. As of yet, I have got no such confirmation only the feeling that the manager just wants me to send it back and hope I get a good condition "refurbished" model. He said things like "The devices you received shouldn't have even left the repair centre" but I think we could see that for ourselves to be honest. 

 

What this all boils down to is why is Microsoft so reluctant to giving a new replacement to a faulty product that was returned within 30 days. What I could've done was get a full refund for the device and buy a brand new one off of Amazon again and cut out all of this. It has been going on for about a month and a half and still hasn't been sorted. I said to the manager "I want a new device or a full refund. This is too much money to be spending on such a poor service." I think that is fairly reasonable. Has anyone else had issues with Microsoft or any other tech company regarding replacements because this is poor especially for a business the size of Microsoft.

 

 

get a refund and buy elsewhere