Kudos for Amazon and Criticism for Microsoft

 

I'm mightily impressed by Amazon UK and equally disappointed with Microsoft UK. I have a Microsoft Surface Pro which I bought back in April 2017. It's suffering from a common problem with these devices - a swollen battery which pushes out and bends the screen. When I bought it, it cost me more than £1,500.

Microsoft say affected devices should not be used. However the Surface Pro 4 is now considered obsolete and Microsoft won't do anything about it. Their customer support said, "Microsoft considers Surface pro 4 as a discontinued product. Meaning it can no longer receive support, updates or warranty claims except for the one which are under warranty currently. This policy had been set in motion on the 2nd of September. I am aware that it is a known issue and i tried to argue that, but to no results."

I wrote to them saying:

"UK Consumer Rights Act 2015 which applies, goods must be of 'Satisfactory quality.' One aspect of a product being of satisfactory quality is durability, in other words how long it lasts. Durability takes into account many different factors like product type, brand reputation, price point and how it is advertised. A premium and expensive tablet that's been well looked after and is no longer safely usable after four years can be considered to not be durable, and therefore not of satisfactory quality. Of course you could argue that this was not a premium product and could not be expected to last four years. I suspect you won’t want to admit that to the world. However.

The law states I must take this up with the retailer – Amazon UK. This does not let Microsoft off the hook since Amazon will have a case under the same act against Microsoft.

I trust you have resolved this issue for the Surface Pro 8 which I had considered purchasing."

So the ball moved into Amazon UK's court. I sent them copies of my correspondence with Microsoft and got an immediate reply that they would arrange for the device to be collected and would issue a full refund on its receipt. No argument.

Great customer service Amazon. Just as soon as I get that refund I'll be ordering a new Surface Pro 8 from you. Especially since I know you are MUCH better at dealing with customers than Microsoft is. Does one of these have to catch fire or explode before Microsoft issues a recall? And that 2nd September cut-off date? Poor show Microsoft.

As to the Surface Pro devices - they are simply brilliant - provided they are not fitted with a battery attempting to do a Samsung Galaxy Note 7 impersonation.