Concerns and a Warning

Discussion in 'Microsoft Surface Pro 2' started by T-Bob, Dec 5, 2013.

  1. T-Bob

    T-Bob New Member

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    I have been loving my Surface 2 Pro while using it, but I have now had several instances of weird power issues. The battery charger connects perfectly, lights, and the unit shows charging, but the % stays at 0 and never charges. I reboot and same problem. I call tech support and they walk me through the same steps I already tried from the Microsoft support website- no change. They are sending me a new unit.

    WARNING FOLLOWS:
    I began to doubt this purchase as it is only 1 month old and it was over $1200 (256/8). I just have a bad feeling that something this premium should not have basic charging issues and the lack of user access to the battery means this could be an ongoing challenge in the future. I called to return my tablet and was told by the STORE that I could return no problem but that since I had an open ticket in service they would have to transfer me there. I was on hold for over 90 minutes. Service then told me I could not return the unit because I purchased it over 30 days ago. I explained that I received it exactly 30 days ago and they said too bad- the policy is date of PURCHASE. So if you are having doubts, be careful.

    I will escalate and see where I get.
     
  2. cali

    cali Member

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    Thank you for this useful warning. For that kind of money there should be a better return policy.
     
  3. T-Bob

    T-Bob New Member

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    Note that the return policy is now relaxed for the holidays so if you buy after November 27th you have more time
     
  4. leo153

    leo153 New Member

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    They are sending me a new unit...
    30 day return...

    Sounds to me that MS is cooperating (without lip service from phone rep).
    Here's Crapples return:

    There are a few important things to keep in mind when returning a product you purchased from the U.S. Apple Online Store:
    You have 14 calendar days to return an item from the date you received it. For an Apple iPhone, you have 30 calendar days.


    14 days is insane!

    Here is the whole policy:
    Apple Help - Returns and Refund - Apple Store (U.S.)
     
    Last edited: Dec 5, 2013
  5. Jasmine

    Jasmine Member

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    My Device:
    Surface 3 (Atom)
    I had the same issue. The percentage doesn't update....

    Mine is also the 256/8 version, and I'm also getting a replacement... Hmm... Mine is only a few days old though.
     
  6. oion

    oion Well-Known Member

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    This is a "warning" that should be common sense, to be honest, and up to the consumer to know ahead of time. I always check the receipt and invoice for the return policies--who doesn't do that? (I'm doing this out of amusement--)

    Hewlett Packard:
    Lenovo:
    Sony:
    Apple:
    See above.

    Amazon:
    Asus:
    Dell:
    Acer (ebay store, not sure about a corp U.S. presence?):
    Razer:
    Toshiba:
    In other words, there is nothing exceptional about Microsoft's return-refund policy. It's actually one of the better ones.
     
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  7. kozak79

    kozak79 Active Member

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    Check your credit card return policy. American Express lets you return within 90 days any product purchased even if the manufacturer won't take it back. They will also refund any restocking fees.
     
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  8. T-Bob

    T-Bob New Member

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    Update

    Good thought, but I have been talking to Microsoft Service and Microsoft Store support all week and will I think have an update to provide soon. The short version is that if you get your issue elevated high enough, they have a 15 day grace period they can add to the stated period. Just to reply to the posts above:

    1. I never said MS policy was bad or inferior to others, just wanted to make certain everyone knew what it was in case they were nearing 30 days.
    2. It is in fact a very generous policy
    3. The call centers at both the Store and the Service Side are staffed by very friendly and nice people who desperately need training and better integrated systems. I should not have to spend 90 minutes on hold just to start over again when my call is escalated.
    4. Tips to make life easy with MS:
    a. Use Evernote or OneNote or some easy notepad to keep all of your info in one place. This includes your Order Numbers, your dates of purchase and receipt, etc. You will be asked for these a lot
    b. Use the verifyme website to generate the code FOR the CSR instead of waiting for them to e-mail you- MUCH quicker. See https://verifyme.microsoft.com/default.aspx?scrx=1
    c. Goes without saying but always smile over the phone, even when you want to scream. Trust that the CSRs are doing their best​
     
  9. drolem

    drolem Active Member

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    This is most likely a communication issue between various subsystems.

    Did you try a hard reset?
     
  10. X3n0n

    X3n0n New Member

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    I have this problem sometimes, but it disapears with a shutdown/start or a reboot (this is not the same thing).
     
  11. T-Bob

    T-Bob New Member

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    Yes

    I did multiple soft and hard resets. It fixed it some times and others it did not. There is no rhyme no reason to it that I can find. I will say that in all cases the problem EVENTUALLY resolves, but I am uncomfortable waiting (in one case) a whole day with multiple resets for the issue to resolve. I need to be able to run this on battery or it is not what I need it to be and while it was reporting 0% it shuts off immediately when disconnected from AC.
     
  12. drolem

    drolem Active Member

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    In theory 0% should show at most for a couple of minutes, and then it should report the correct value.

    If it doesn't report a value other than 0% after 5 minutes, you can try disconnecting AC power, let the unit hibernate, reconnect AC, and then power it back up.
    Another thing to try is power it down with only AC power connected, wait about 5 - 10 mins to charge the battery a bit more, then disconnect AC power and wait at least 20 minutes, then power it back on.

    What do you have connected when this happens? Did you look into Device Mangler to see if something is banged out? Are there any errors in the event log?
     

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