Microsoft Surface Book 2

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To whom it may concern,

 

 
I hope this email finds you well.
 
I used to be a loyal Microsoft supporter but unfortunately in this last month, my loyalty has completely shattered. I purchased a Microsoft Surface Book 2 in September 2018. Along with the laptop I also purchased the Microsoft Complete 2 year warranty.
 
Since the last couple of months my laptop has been facing many issues. Here are a couple major ones below:
 
1) The laptop overheats to the extent that it burnt my skin many times. I have a 2 year old daughter who also used my laptop to watch movies and it is extremely dangerous to have a laptop like this around her.
 
2) The screen keeps turning blue and then I have to restart the whole machine.
 
3) The charging adaptor also overheats to such an extent that it burns your skin.
 
As I was travelling to Toronto I decided to use my warranty and get the laptop replaced for a new laptop since that is what my warranty stated I am entitled to.
 
Now once I arrived in Toronto I went ahead and I called Microsoft. I have called them 87 times! I  am so truly disapppointed in the services. Every time I call Microsoft support I am told to call the sales department and when I call the sales deparment they tell me to call Microsoft support.
 
I have been hung up on… not disconnected but hung up on all but 3 times. I have stated in every call that I  would like a call back in case of the call being disconnected but no call back except for 1 time.  Instead of a call back I have been hung up on.
 
So when I was able to get through one of the 3 times, I asked for all the options and I went with the advanced option for the replacement. I spefically asked if the replacaement unit would be a refurbished one and I was told no it would be a new unit. I was also told I would get 6 months warranty on the new unit. I asked for an email confirming this and it was never sent.
 
I was happy with these options so I went ahead and filed in my credit card details. Now I recieved my “replacement  unit” yesterday and it was not only dirty with fingerprint marks all over the laptop and stains on the bottom part, but also chipped on the side.
 
I was charged around $5000 CAD for a refurbished unit! That is extremely unethical. How am I expected to accept such a horrible piece when I was told that I would get a new unit before placing the order. I feel so cheated. i called Microsoft many times after that but it was no help at all. I was just hung up on repeatedly with no call backs.
 
I am 7 months pregnant and this last month just dealing with Microsoft has been so stressful for me that I have had many panic attacks and anxiety. I dread calling Microsoft customer service because of the absolute horrible service I recieved.
 
My husband has a Lenovo machine and the customer service that he recieved when facing an issue was fantastic. I always thought that Microsoft would do the same when faced with an issue but sadly that was not the case. I hope you can help me in some way to restore my faith in Microsoft.
 
Looking forward to your response.
 
Komail Ismail
This review (Microsoft Surface Book 2) was originally published at Gripeo. To read the full review, go to – www.gripeo.com/microsoft-surface-book-2/

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