Microsoft refuses to clarify policy on replacement Surface Pro 4’s

Microsoft’s uneven and unpredictable policy for replacing Surface Pro 4 tablets with hardware failures has created ill will and angry customers. There are multiple issues involved. First is “flickergate” which was acknowledged by Microsoft and where “free” refurb replacements are offered IF within three years of original purchase. The problem is that most people receive a SP4 replacement that exhibits the same issue OR becomes a victim of the second issue, typecovers that won’t work ever again. There are lots of stories about the horrific refurbs customers receive, but when the succumb to the same issue just hours after starting up a replacement refurb, it seems clear that Microsoft has quality issues https://forum.flickergate.com/topic/260/replacement-lasted-only-hours-before-succumbing-to-flickering . And some customers are in to their 5^th or 6^th replacement. This issue has not been acknowledged by Microsoft. But it seems pervasive. Woody has covered much of this a couple of times – see https://www.computerworld.com/article/3316937/it-s-time-for-microsoft-to-fix-the-surface-pro-4-mess-by-offering-no-hassle-refurb-sp5s.html

But now the situation includes a small number of SP4’s where a battery bulge has caused a lifted screen. Devices with this issue are supposedly eligible for a free replacement if within 3 years of original purchase.

If Microsoft won’t replace a SP4 for free, the out of warranty replacement cost has jumped to $599 USD – see https://support.microsoft.com/en-us/help/4023527/surface-how-to-get-service-for-surface. The problem is that some people receive SP4’s for the outlandish $599 price and some receive functioning SP 2017 (5^th Generation). If you read through https://answers.microsoft.com/en-us/surface/forum/surfpro4-surfdrivers/surface-4-pro-screen-bulging-at-lower-left-edge/6f380425-0f9a-4279-b86a-be8d84baad38?messageId=ce7a3c3d-8aa2-4dee-bec2-fd75bdd5b3f4 you can see some of the differing experiences.

Microsoft refuses to clarify their replacement policy when asked outright.  An outsourced Support Agent posted some information that seemed to imply that if someone PAID for an exchange, they’d get a SP 2017 (5^th gen)  replacement, and one can infer that the free replacements would be untested, unreliable SP4’s. As this post from November 20^th has gone unanswered https://answers.microsoft.com/en-us/Surface/forum/x/y/3b1188f6-f67c-47f7-bc01-b4c870df88fc, it appears Microsoft does not want to commit pen to paper and publish a policy that is clear to all.  Why should it be a secret?

Microsoft’s stock answer to “contact support” or “we evaluate each case individually” seems disingenuous, since two people with the identical issue can receive completely different treatment. Why are SP4’s still being sent out at all?

In August of 2017, Consumer Reports https://www.consumerreports.org/laptop-computers/microsoft-surface-laptops-and-tablets-not-recommended-by-consumer-reports/ estimated a two year breakage rate of 25%. Panos Panay immediately responded that this was untrue and that 98% of Surface Pro 4 customers were satisfied with their device https://blogs.windows.com/devices/2017/08/10/stand-behind-surface/#BRpmVctmTUCPMsXE.97 – and what would the satisfaction percentage be today? If customers posting in the SP4 Microsoft Answers Community Forum were polled.. Unless Microsoft releases figures of units sold versus units returned for the SP4, we’ll never know for sure what the “breakage” is, but with the number of increasing daily posts for flickering, dead type covers, and now battery bulge lifted screens, and the uneven handling of exchange requests, it is clear that the problems are growing.

It’s time for Microsoft to take the high road and publish their exchange policies for everyone to see.