r/Surface • u/bertie40 • 20h ago
[LAPTOP7] Shocking Microsoft Support
Hi. UK based
TL:DR....MS refuses to fix or replace an unbootable device, claiming external damage.... Where there isn't any. Pristine condition. Still under warranty.
I've a customer with a Surface Laptop 7th Ed, which no longer boots. USB ports non functional.
Raised a ticket and sent it off to MS.
They sent it back claiming external damage.
I replied with photos and video showing otherwise.
MS accepted these photos,.... accepted the device was in spotless condition. All ports in good physical order. Not a scratch on it
But they still refused to override the decision.
Back and forth...more photos.
Either they reviewed the wrong device, or didn't even bother looking at it.
Despite overwhelming evidence, they still refuse to honour the warranty.
The saga continues.
Q. Any suggestions?
2
7
u/Willing_Economics909 16h ago
At this point I would file a complaint with your credit card company. Or write a last chance letter and failure to redress the situation would result in a filing with the small claim court. The UK is quite good at this. You have a right for returns to be a sad fart: Satisfactory quality, As Described, Fit for purpose, And lasting a Reasonable length of Time.