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Unwitting Owner of a New Surface Pro

Russ

Active Member
Yesterday morning, I decided to do something on my Surface RT, which I had not used since I got my Pro. So, I took the TouchCover off the Pro, put it on the RT, and did the things I wanted to do. When I put the TouchCover back on the Pro, the Pro would not recognize it. More accurately, the Pro would not communicate with it, although it recognized it in Device Manager. The keyboard would work on the RT, as it had just been doing earlier, but would not work on Pro, although it had earlier in the morning. I do not know, and indeed will never know, what triggered the refusal of the Pro to communicate with the keyboard, although I cannot escape the nagging suspicion that it was something I did.

I went through my repertoire of hopeful solutions, including, even, a Refresh (my first). Nope, no luck.

So, this morning I drove down to the Microsoft store where I bought it, and asked to use a demo keyboard. Didn't recognize it either. I was escorted back to the counter where I explained the problem, including what I had done, to a pleasant young lady. She tried a couple of keyboards on it, which were also not recognized, said it was the machine and asked when I bought it. I handed her my receipt, whereupon she asked if I would be willing to accept a new Pro as a solution. I took a few minutes to copy some stuff onto my SD card, popped it out, and the exchange was done.

Now, I'm not particularly happy about having to set up my Pro again -- been there; done that. However, I was impressed with how quickly and easily the solution was provided -- no frowns or nothin', just smiles and apologies. That is the kind of behavior that builds customer loyalty.

Regards,
Russ
 

TeknoBlast

Active Member
I like reading stories like this when someone goes to the MS Store. I always try to make it to the MS Store when I'm in Houston. It's unfortunate that the Dallas area doesn't have one yet. There's a kiosk at some mall in Frisco, but that's quit a drive.
 

mitchellvii

Well-Known Member
I'm glad that worked out for you but you have the timing all wrong. You should have screwed up the keyboard the day after the SP2 is released :)

But seriously, I am thinking this was not a hardware but a software issue. I would have uninstalled and re-installed the latest version of Trackpad Settings from the Store and see if that didn't fix things. Although this was not a Trackpad issue per se, re-installing that app may have reset whatever drivers got screwed up.

P.S., I live in Charlotte, NC, 8th largest city in the country by population. We don't even rate an MS Store. We get a MS Vestibule in the middle of the mall right between the annoying Israeli Skin Care people (because they constantly bug you like they give a damn about you personally) and the Toy Helicopter guy.
 
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warranty guy

New Member
Consider yourself fortunate. MS has one of the most draconian warranty policies of any of the tablet manufacturers. If you return a Surface to MS for a warranty repair the surface is scrutinized for the sign of any scratches. If scratches are found any where on the device then your warranty is VOIDED. It doesn't matter that the scratches are cosmetic and totally unrelated to the malfunctioning tablet you no longer have warranty coverage. The only way MS will repair the device is if you pay $300.00 for out of warranty support. You are not advised of this anywhere when you purchase the device. You have to read the warranty policy on their web site. Item (iv) is the relevant clause:
I don't know about the extended warranty but MS's standard warranty is a rip off. The way it works is if you buy a Surface you are supposed to be covered by the standard warranty for a year. Assume your Surface stops working after two months and you return it for it for repair.
 
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mitchellvii

Well-Known Member
@ warranty guy,

That's why I keep my SP in a very nice case.

I have a feeling what they are talking about is scratches showing abuse above and beyond normal wear and tear. A scratch so bad it was clear the device had been dropped or treated roughly. This is just your typical "Nothing is our fault" clause.

I am a DirectTV Customer. As such I pay $18 a month and all electronics in my house are covered against damage or component failure.
 
OP
Russ

Russ

Active Member
Warranty Guy --

:)

1. re: "Consider yourself fortunate." -- Oh, I do; I do, and smart, too. I was smart enough to buy a Microsoft product that will actually do something.

2. re: "MS has one of the most draconian warranty policies of any of the tablet manufacturers." -- Well, now, I have to puzzle on that for a while. (puzzling, . . . ; thinking, . . . . ..) Let me see, now, I have your words and my own personal experience. Which should I believe? (puzzling some more . . . ..) Oh, it's so difficult to choose!

You have posted exactly two times in this forum -- each one saying essentially the same thing. Is your C&P button stuck?

If I were the cynical type, I might think that you have some unstated motive in posting here. But, of course, I'm not the cynical type -- I'm just pretty smart.

There are literally hundreds of threads in this forum into which you can post your canned diatribe. If you hurry, you might manage all of them.

Have a nice day, Y'all,

Russ
 

warranty guy

New Member
I wish you were correct mitvchellvii but that is not the case. If you read the warranty agreement it specifically refers to cosmetic damages. In typical warranty agreement your thoughts are correct but this is the first time I have seen such a statement. Please don't take my work for it go read the warranty on the web site. I am also a DirectT customer and have had lightning strikes take out my dish and two receivers and DirectTV replaced it all under the service agreement. Even Surface Support stated they could understand my consternation but it is policy and they could not do anything else. Your thoughts confirmed my feelings that many people don't understand the policy. I was hoping to have a dialog so others could understand and take the necessary precautions.
 

J515OP

Super Moderator
While not every case is the same and not all will be covered there are multiple examples in this forum of the experience Russ relayed in this thread. Yes there are some that have had return issues but being denied a return and receiving a refurbished unit instead of a new unit on demand are two different things. Particularly at the MS store there seems to be a no questions asked return policy. I don't recall a single post regarding being denied a return because of cosmetic scratches but there are multiple posts about minor imperfections (a single dead pixel, light leak and yes even scratches) being exchanged.
 

warranty guy

New Member
Russ, I appreciate your passion. I too am passionate about MS products. I have 3 Surface RTs, 1 Surface Pro, and 3 Nokia 920's. I am personally betting on the success of the Surface products and Windows Phone 8. I just want people to know about the policy in advance so precautions can be taken in order to avoid a backlash when people find out once they are in need of a repair.
 

ArnoldC

New Member
Consider yourself fortunate. MS has one of the most draconian warranty policies of any of the tablet manufacturers. If you return a Surface to MS for a warranty repair the surface is scrutinized for the sign of any scratches. If scratches are found any where on the device then your warranty is VOIDED. It doesn't matter that the scratches are cosmetic and totally unrelated to the malfunctioning tablet you no longer have warranty coverage. The only way MS will repair the device is if you pay $300.00 for out of warranty support. You are not advised of this anywhere when you purchase the device. You have to read the warranty policy on their web site. Item (iv) is the relevant clause:
I don't know about the extended warranty but MS's standard warranty is a rip off. The way it works is if you buy a Surface you are supposed to be covered by the standard warranty for a year. Assume your Surface stops working after two months and you return it for it for repair. MS carefully scrutinizes the device looking for any scratches and if scratches are found on the device then your warranty is VOIDED. The only way to then get a repair is to pay MS $300.00 for out of warranty coverage. Item (iv) below is the relevant clause:
Warranty Exclusions
(a) Microsoft is not responsible and this warranty does not apply if Your Microsoft Hardware or
Accessory is:
i. damaged by use with products not sold or licensed by Microsoft;
ii. opened, modified, or tampered with (including, for example, any attempt to defeat or
circumvent any Microsoft technical limitation or security mechanism, etc.), or its serial number
is altered or removed;
iii. damaged by any external cause (including, for example, by being dropped, exposed to liquid,
used with inadequate ventilation, etc., or failure to follow instructions in the instruction
manual);
iv. scratched, dented, etc. or shows other cosmetic damage; or
v. repaired by anyone other than Microsoft or an authorized retailer.
You should create your own thread to highlight your experience with warranty instead of embedding them in two (maybe more in due time) threads already.
 

warranty guy

New Member
Very interesting J515OP, I would definitely be interested in posts where scratched devices were exchanged. Surface Support assured me that scratches void the warranty as pointed out in item (iv) of the warranty exclusions. Do you remember where you saw the posts? I would like for Surface Support to be incorrect in their interpretation of the warranty exclusion. I did purchase the devices from the MS Store.
 
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