Power cable fraying

[ipaq_101]

Be sure not to throw away the adapter like I did, MS will send you an email a few weeks later to return it with prepaid postage. I told them that they should have sent the prepaid postage and instructions with the replacement unit, not 3 weeks later when I threw away the box and the defective charger.

 

[kundas1]

Be sure not to throw away the adapter like I did, MS will send you an email a few weeks later to return it with prepaid postage. I told them that they should have sent the prepaid postage and instructions with the replacement unit, not 3 weeks later when I threw away the box and the defective charger.

Jeez thanks for telling us.... that's just retarded why would MS wait 3 weeks later to ask for the charger back? good thing you let us know because mine isn't working and I would have thrown it out...

 

[wynand32]

Be sure not to throw away the adapter like I did, MS will send you an email a few weeks later to return it with prepaid postage. I told them that they should have sent the prepaid postage and instructions with the replacement unit, not 3 weeks later when I threw away the box and the defective charger.

What did they say when you told them you'd thrown it away?

Also, I wonder if they didn't decide to ask for the defective units in order to determine precisely where the failure is occurring. It seems obvious to us, probably, but having some failed units to study would likely help with creating the easiest, most cost-effective fix.

 

[ipaq_101]

What did they say when you told them you'd thrown it away?

Also, I wonder if they didn't decide to ask for the defective units in order to determine precisely where the failure is occurring. It seems obvious to us, probably, but having some failed units to study would likely help with creating the easiest, most cost-effective fix.

They never responded, if they charge me for it I will raise hell!

This was the original email they sent yesterday September 4th, my charger was replaced August 13th and delivered August 18th:

Hi xxxxxx,

You recently contacted Surface Support regarding an issue with your Surface that required a replacement power supply to be sent to you. So that we can better understand the nature of the issue with your power supply, we would like to collect the non-working power supply from you.

Attached to this email is a FedEx shipping label. Please print the shipping label provided, pack your non-working power supply into the same box your replacement arrives in, affix the shipping label, then drop off at a nearest FedEx location.

If you have any questions or concerns, please reply to this email. Thanks for your cooperation.

Sincerely,

xxxxxxx
Service Order Specialist
Surface Customer Support

 

[kundas1]

Well I will definitely send mine back of they ask for it because it will help them to determine what is the problem with the power adapter...

 

[wynand32]

Well I will definitely send mine back of they ask for it because it will help them to determine what is the problem with the power adapter...

Yep, agreed. That's what I figured, and the sooner they fix it the better. I'm certain I'll have to replace this replacement as well.

 

[ipaq_101]

Well I will definitely send mine back of they ask for it because it will help them to determine what is the problem with the power adapter...

I would have as well, but not on my own dime. I had no idea that I would be asked to return it 3 weeks later.

It's part of MS's growing pains as a hardware maker. Most manufactures I have encountered in the past, HP, Dell, etc. always provided a prepaid label to return the defective part when they shipped the replacement part.

 

[wynand32]

I would have as well, but not on my own dime. I had no idea that I would be asked to return it 3 weeks later.

It's part of MS's growing pains as a hardware maker. Most manufactures I have encountered in the past, HP, Dell, etc. always provided a prepaid label to return the defective part when they shipped the replacement part.

I really have a feeling this is something they decided to do later, which is why they sent the request with such a delay. Probably, they've had a rash of returns lately, since enough SP3's have now been in the field for long enough that the issue is presenting itself.

Absent so many other replacements, they probably wouldn't have wanted to pay to have them shipped back. I doubt that they could be refurbished and reused.

 

[jnjroach]

I exchanged mine in-store and they let me keep the old one

 

[wynand32]

They never responded, if they charge me for it I will raise hell!

Incidentally, unless they have direct authorization (along with valid credit card, information, of course), they can't charge you. Even if they have a credit card on file for some other purchase, they can't charge you unless they have your authorization to do so (like they'd have with a typical advance exchange RMA).

I think this is just a courtesy request on their part. You'll likely hear nothing else from them.

 

[ipaq_101]

Incidentally, unless they have direct authorization (along with valid credit card, information, of course), they can't charge you. Even if they have a credit card on file for some other purchase, they can't charge you unless they have your authorization to do so (like they'd have with a typical advance exchange RMA).

I think this is just a courtesy request on their part. You'll likely hear nothing else from them.

Good point, guess I don't have anything to worry about.

 

[malberttoo]

They never responded, if they charge me for it I will raise hell!

This was the original email they sent yesterday September 4th, my charger was replaced August 13th and delivered August 18th:

Hi xxxxxx,

You recently contacted Surface Support regarding an issue with your Surface that required a replacement power supply to be sent to you. So that we can better understand the nature of the issue with your power supply, we would like to collect the non-working power supply from you.

Attached to this email is a FedEx shipping label. Please print the shipping label provided, pack your non-working power supply into the same box your replacement arrives in, affix the shipping label, then drop off at a nearest FedEx location.

If you have any questions or concerns, please reply to this email. Thanks for your cooperation.

Sincerely,

xxxxxxx
Service Order Specialist
Surface Customer Support

Perhaps it's only been since lately that this issue has really taken off, that MS decided they would like to see the adapters in question.

You know, at first it was only a few, but then it became a lot more and was suddenly on Microsoft's radar. Then just the last day or two decided to try to recall the defective adapters.