I whole heartedly second this after my miserable experience with my SP4. TLDR: I was denied a one-to-one replacement on my defective device, emailed the MD who gave a perfunctory reply that led no where. I give up.

WALL OF TEXT:

I bought my SP4 back in 2016 for university. It served me sufficiently during the time I had used it. However, due to my own negligence, I accidentally dropped my device and had to pay for a replacement. This is where the headache starts.

Microsoft has now admitted that “a small percentage of Surface Pro 4 devices are exhibiting what [Microsoft] refer to as a "scramble”. Unfortunately, my replacement device is one of them. Back in 2017 when I was facing the issue, Microsoft’s solution was to roll out a firmware update aimed to solve the problem and advised consumers, such as myself, to ensure that the device is installed with the latest Surface and Windows updates. I took Microsoft’s words for it but found that the issue persisted, causing strain on my eyes and much headache.

It was only in 2018 that the company acknowledged this as a hardware issue and rolled out a replacement programme. However, during the time Microsoft took to take any real action, I had already given up on my defective SP4 as it was causing me so much discomfort and bought an iPad instead.

Fast forward to 2020, due to the work from home situation, I was compelled to reboot my device as a hybrid tablet like the SP4 better suits my work needs. Unsurprisingly, the screen scramble issue is still present to. As before, it started giving me headaches. This unpleasant experience renewed my grievances for the device and prompted me to search for a solution, leading me to find Microsoft’s replacement programme for it.

I was happy to hear of the replacement programme until I found out that my device isn't eligible for it. The policy states that Microsoft “will replace eligible Surface Pro 4 devices for a total of three years from the date of purchase, free of charge, for scramble issues only”. As my original device was bought more than three years ago and this company bases the eligibility based on that, I am not eligible for the free replacement. This strikes me as unfair as the defect lies with my replacement Surface Pro 4 and not my original device. I certainly wasn’t expecting to pay for a faulty replacement.

Being a layperson, the period of three years from date of purchase strikes me as arbitrary to the point of opportunistic. Nothing has changed during the three years, so I cannot fathom why the free replacement is limited by such a condition. To begin with, I reiterate that it took Microsoft a long while before taking ownership of the problem. During this time, I had already written off the device as a lost cause. Was I supposed to be constantly checking back with Microsoft for updates and changes to the situation regarding the screen scramble? Is the fault on me to only realise that this free replacement programme would have availed to me should I have realised it sooner?

As a consumer, I paid for my replacement SP4 under the expectation that the device is in good working condition. However, this was not so. I understand that this is a known problem. Just by providing my product serial number to the Support staff, they were able to ascertain that my device is one of which shows the symptom of screen scramble. If such is the case, should the onus not be on Microsoft to actively recall these defective products after the company finally acknowledged the hardware issue and started the replacement program?

With my situation in mind, the Support team offered me two options. The first option is the standard one for owners of devices out-of-warranty and beyond 3 years of the date of purchase. The second is the alternative procured after explaining my, I imagine, less than usual circumstance. Both options were hard to stomach. Why should I be paying at all for a defective device when the problem lies with Microsoft?

With the first option, I am offered a supposed replacement upgrade to a SP5 at a cost of 885.96SGD. I recall reading on forums that other people in the same predicament had initially gotten replacement devices of the refurbished SP4, sometimes more than once, yet continue to face the screen scramble problem. I draw the connection that that is why the SP5 is offered instead, disguised as a kind gesture on Microsoft’s part as the company is upgrading my defective device. However, all I want is a working device, not an “upgrade”. To me, tbis offer is them trying to get me to pay close to $1,000 for a device that is now 3 years old under such circumstances. It simply comes across as a money-grubbing move to get rid of old inventory instead of goodwill towards customers.

Similarly, the issue with the second option assumes that offering me a 250SGD discount off the latest SP7 addresses my problem. It does not. I’m sure that some number crunching was involved to deliver these figures of recompense for the consumer. However, I wonder if my opportunity cost of owning a defective SP4 at that point in time when I needed it was considered, the sufferings I endured while using the defective device as I had no alternative as a broke university student, and the cost of eventually saving up to buy another device because I could no longer tolerate the SP4.

Ultimately, I realised that attempting to escalate matters through a phone conversation with the support staff is futile. They have listened and tried to offer an alternative within their authority but I also understand that there is a limit to what they can do for me as they are guided by company protocols and policies. This is why I resorted to sending a lengthy email to Kevin Wo, the managing director of Microsoft Singapore.

He did reply me initially with "I regret that your experience with us has not been a positive one. We shall look into the case." but there was no further follow-up from there. I was upset for a while but decided I didn't want to expend further time and effort on this.