Experiences with Warranty Replacement?

[Kongaloosh]

Given some hardware defects I'm doing the advanced replacement scheme and was wondering what peoples' experiences have been.

I've seen some posts about it which point to getting a sub-standard replacement in a brown box on some forums, but they all seem to date back to the initial release date, back when there were some stocking issues. Is that the case still?

Also, does anyone know what will be in the replacement's box?

 

[starLog]

Had to send back my Touch keyboard, took 1 week to get the new one back. Took that to Microsoft Store and upscale for $12 for a type cover.

 

[mtalinm]

took my spro back to the msft store where I bought it, claiming wifi problems. the guy who helped me seemed almost gleeful to be able to give me a new machine. oh, and when I complained that my type keyboard had some problems, he swapped it straight across without even verifying the problem.

 

[Russ]

A few months ago, my Pro stopped recognizing the Touch Cover keyboard. I took it to the Microsoft store to test it with another keyboard. Sales guy popped another keyboard on it, then said "It's your machine." He escorted me back to the counter and told the lady there that I needed a new Pro. She went in the back and brought out a new Pro in original box. Asked me if I wanted the box (which I did not), had me sign a slip and handed me the Pro. She apologized for the inconvenience and was smiling and cheerful throughout the, albeit brief, transaction.

Hard to improve on that.

Regards,
Russ

 

[BillJ]

My SP stopped recognizing the type cover last week. I am not near a MS store, so the rep on the phone sent me a replacement by FedEx that arrived within 48 hrs. Only problem was having to reinstall a few programs. This actually gave me the opportunity of not reinstalling programs I have not been using. The response from customer service has been excellent for me.

 

[slvrdrgn123]

Got mine replaced twice. First time was a week after I bought it during release, the touch cover wasn't being recognized anymore. Took it in, they spent a while trying to figure it out, but couldn't. Told me they'll call me when they get a new shipment of 128. Got it the next day I think. Second time was yesterday. Started getting the yellow tinting problem on the right of my screen. Took it in and they gave me a new one without even verifying. Also gave me new screen protectors too which was nice. So far their service has been great.

 

[lostlogik]

Had the yellow tinting and SP replaced with a new one by return (had to post it in, as I'd bought it online from MS and don't have an MS store anywhere near)

 

[Omni]

I had to deal with them a few times over the phone as no stores in the uk. Very easy and simple always received brand new units.

Of course there are people that have had problems but there always will be. Seems to me from what I've read most people have a pleasant experience.

 

[machistmo]

Well I must say in this area Microsoft has been surprisingly excellent. Yes it took them almost 2 months to complete the return of my Surface Pro but they did it. They took it back and they honestly could have told me to get %#$%'ed and I really wouldn't have had a leg to stand on. Everyone I spoke to on the phone was very nice, helpful and had some degree of ability to make decisions to make me happy. This has to be credited to Microsoft. I would not hesitate to try another Microsoft hardware product in the future based on my past experiences with their customer service/returns process.

 

[pelleas]

I have sent back my surface pro for a warranty replacement also because of yellow marks on the screen. (But before returning the surface pro another problem occured: I just wanted to do a full factory reset, but the recovering process was stoped with an error message) The device arrrived at Roermand/Netherlands yesterday and the current status says, that the service center is processing my order. I hope it doesn't take to long to get the replacement. Microsoft announces on their website that the replacement should not take more than 6 - 7 working days.

 

[CrippsCorner]

Well I must say in this area Microsoft has been surprisingly excellent. Yes it took them almost 2 months to complete the return of my Surface Pro but they did it. They took it back and they honestly could have told me to get %#$%'ed and I really wouldn't have had a leg to stand on. Everyone I spoke to on the phone was very nice, helpful and had some degree of ability to make decisions to make me happy. This has to be credited to Microsoft. I would not hesitate to try another Microsoft hardware product in the future based on my past experiences with their customer service/returns process.

What was the problem with yours?

 

[Ruffles]

Brown box for me. The unit itself was flawless and I could see no indication that it was a refurb etc. The serial number was higher than what I had.