Microsoft Want to Replace a 1 Month Old Surface Book with a Refurbished Instead of New

Lbargss on 04/12/2017 - 20:41
Last edited 05/12/2017 - 04:45 by 2 other users

I wanted some help/suggestions in dealing with an issue I am having with Microsoft.

I bought a MS surface book just over a month ago and a few weeks in the pen would randomly stop working. I contacted MS support and was advised: "To address this issue, we'll try to reinstall windows OS to your device via the USB recovery image"

I followed their instructions to my best ability and essentially the laptop stopped working (ie seems like everything got deleted and did not reinstall correctly). I contacted MS support and was informed: "No need of contacting us back, allow me to further assist you. Since that the reset has failed. We can proceed in getting the device replaced. Let me make things easier for you."

As per MS support's instructions, I returned the laptop last week and thought it was a bit weird that they did not want me to send the charger or the pen. So I contacted them just to ensure they are no sending me a refurbished laptop and I get this message: "Nothing to worry cause this would be a Microsoft certified unit which came thours extensive testing prior being sent to you."

I then replied stating that I did not want a refurbished laptop because if I wanted this, I would have bought a refurbished laptop in the first place and the laptop about a month old. I get a response: "Nothing to worry cause you have me to be your personal assistant incase you would need my help. We will rest assure you that the device that will be sent to you is 100% working perfectly fine."

I again state that I don't want a refurbished laptop and say that either to send me a new laptop or give me a refund and I get this response: "My apologies, the refund process is not avaiable with us, what we can do is rest assure that you will be receiving a perfectly working device."

Any thoughts on how to deal with this would be great.

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Comments

  • whooah1979 on 04/12/2017 - 20:47
    +3

    would you prefer that ms repair the original one and then return it to you?

  • whooah1979 on 04/12/2017 - 20:49
    +2

    https://www.lwt.com.au/documents/MicrosoftWarranty.pdf

    3.Microsoft’s Responsibility
    (b)
    If Microsoft
    or the retailer
    determines that the
    Microsoft Hardware
    or Accessory malfunctioned
    due to a defect in materials or workmanship
    during the Warranty Period under Normal Use
    Conditions, Microsoft
    or the retailer
    will (at its option) repair or replace it, or refund the
    purchas
    e price to You. Repair may use new or refurbished parts. Replacement may be with a
    new or refurbished unit.

  • bargss on 04/12/2017 - 20:54
    +1

    As you can see from MS's response, I was told to return the device. I was not given the choice of repair. In one of my earlier email's I actually stated "I followed the instructions but the 'recovery' fails at about 89% every time and now I cannot use the surface book.

    I will contact you after 7.00pm AEST tomorrow to see if this can be fixed otherwise I think I should take it into a Microsoft store."

    And the reply to my email was "No need of contacting us back, allow me to further assist you. Since that the reset has failed. We can proceed in getting the device replaced. Let me make things easier for you."

    • brokenglish on 04/12/2017 - 21:00
      +1

      Microsoft or the retailer will (at its option) repair or replace it, or refund the purchase price to You.

      Their option, not yours

      • bargss on 04/12/2017 - 21:08
        +1

        I am ok with them repairing, replacing or providing me with a refund. What I am not happy about is getting a refurbished laptop when I paid a premium for a new laptop which had problems less than a month in.

        • whooah1979 on 04/12/2017 - 21:11
          +1

          repairing, replacing
          refurbished

          you do realise that these terms are the same.

        • bargss on 04/12/2017 - 21:20
          +1

          @whooah1979:

          To me they are different.

        • whooah1979 on 04/12/2017 - 21:28

          @bargss:

          it's understandable.

          we used to swap the parts around back in the days. a rma unit that had one part replaced was labelled repaired and returned to the customer. a unit that had more then a few were labelled refurbished and swap out as soon as possible. a unit that needed to many parts were recycled.

        • havebeerbelywillsumo on 05/12/2017 - 00:18
          +2

          @whooah1979:

          "you do realise that these terms are the same"

          Perhaps in the Microsoft Restricted World Dictionary but not in the Oxford.

  • brokenglish on 04/12/2017 - 20:58
    +2

    Any thoughts on how to deal with this would be great.

    That would be to change your mindset.
    I don't mind a refurbished laptop if it's guaranteed work 100% or outlast a brand new one (see how your "brand new" stopped working in a month?)
    "Brand new" and "refurbished" are just labels.
    Both brand new laptops and refurbished laptops were extensively tested before they went on sale.

    Or you can complain to ACCC and take the long road to get a brand new replacement.

    And yes if you had the option to buy a refurbished one from MS, you should (at least I would).

  • dave999 on 04/12/2017 - 22:01

    It seems they are totally within their rights to give you a refurbished laptop.

    Your best bet is to try to escalate the issue with Microsoft, or if that doesn't work complain on Twitter and Facebook and see if it changes their minds.

    My only dealings with Microsoft was a problem with a Surface Pro 2 just under two years old, when I received a replacement it was actually a brand new Surface Pro 3.

    I would want a new replacement but there is a lot of truth in the fact that a refurbished one is just as likely to be as good as a new one - but I would expect it to have no visual blemishes/damage.

  • jeeg on 04/12/2017 - 22:11

    I feel for you Op. I have a SP4 M3. So far no major issues. Touch wood.

  • asianbargain on 04/12/2017 - 22:14
    +6

    damn shit. people dont seem to understand you. i would want the same thing, i paid for brand new one not refurbish. cant you ask them to repair your MS pro instead of replacing? i wouldnt take refurbish even they offer to be my personal assistant.
    i guess maybe you could try ACCC or try contact Microsoft directly. hope you get what you pay for mate

    • [Deactivated] on 08/12/2017 - 02:54

      As far as I know the general timeframe most sellers will provide a replacement is within first two weeks. Sorry to hear you aren't happy with your support just try not to take it out on people just trying to do their jobs.

      It sounds like you need to call them and ask them point blank what they can and can't/won't do and inform them of where you are willing to take it. Getting angry about it is a fast way for people to decide to not help you (not saying you're an angry person just trying to provide advice).

  • MickMonk on 04/12/2017 - 23:46
    +2

    demand new or refund, not refurbished.

    alternately get refund and buy something better for the $

  • p1 ama on 06/12/2017 - 00:58

    I bought a MS surface book just over a month ago and a few weeks in the pen would randomly stop working.

    You bought it a month ago, it's not new.

    If you bought it from a store and it's DOA, then it's a different story. By your own admission, it's not DOA as issues occured after a few weeks in.

    Under warranty, you are entitled to get your problem fixed. By all accounts, they are fixing the problem and you will get a working unit. If that working unit is in worse shape than yours, fine, I hear you. However, so far you've given MS no chance to actually replace it for you yet.

    They're fixing your problem. I don't see the issue.

  • JediJan on 10/12/2017 - 17:45

    Disappointing response from Microsoft. I totally agree with you. If I paid for a new Surface and it failed within the first 6 months at least I would expect nothing but a new replacement. If their "warranty" conditions do not provide you with a new (and suitably working) Surface they should refund.

    Microsoft have just lost me as a new customer of their Surface. I was impressed by the tech but their customer service is obviously seriously flawed. Thank you for posting and sharing.

  • Mallard on 11/12/2017 - 23:00
    +1

    For a major problem you are entitled to a repair or a refund
    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  • JediJan on 15/12/2017 - 12:43

    You may like to read some of the comments in another thread, as I have provided a link to yours:

    https://www.ozbargain.com.au/node/349569#comment-5417391

    Hope your problem with Microsoft is resolved to your satisfaction.

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