- 11-02-2012, 06:44 PM #2
In the past I've lived with one stuck pixels on devices and eventually I don't notice them. Having said that, you've just spent $500+ dollars, so you don't want to settle for something that leaves you unhappy.
Do you have an MS store near you that you can review any new unit before you accept it in exchange? I'd be more likely to say 'go for it' if that were the case, otherwise you never know if the next one will be better or worse, and continuously returning via shipping it back is a pain...
11-02-2012, 07:03 PM #3
- 11 Posts
I've scheduled my Surface for exchange earlier today since I've got several defective pixels (don't know what will happen in the end, they might reject my case and say "x amount of defective pixels is good in our opinion, so no we won't replace your Surface"). I was thinking about keeping it, but considering it's a tablet and you're doing a lot of viewing at the display, once you know a messed up pixel is there you'll just stare at it the whole time. Add to that the price, it lowers the appreciation factor of the device a bit. Of course, the replacement could be just as bad or even worse, but at least you guys can try them out in the store before taking it home (though they could still develop later on). Check a couple of pages back where one forum member exchanged several due to one dead pixel, and he checked the units out in a store before taking a good one home.
I'd say if it really bothers you, go for it and try to get it replaced. I am..
- 11-02-2012, 07:51 PM #4
Well if either of you are bothered enough, and can do without your Surface for a while, if they do refuse to let you exchange it then just return the thing and buy another one once they're generally available. At this point you still have a right to return it regardless of why.
- 11-02-2012, 07:59 PM #5
Thanks guys. I will have to think about this over the weekend. I ordered my Surface online but I do have a Microsoft store nearby in Boston but I am not sure I can return it there since it was purchased online.
@noodlebomb you say you scheduled yours for return. Did they make it sound like they may not exchange it for you if they deem the screen to be fine? How long are you going to be without your Surface?
- 11-02-2012, 10:50 PM #7
I'm in the Boston area too... I'm going to the MS store soon to take a look at touchscreen monitors and all-in-one PCs. :)
11-03-2012, 08:35 AM #8
- 11 Posts
Before completing the process, you can chat with an tech representative (it's optional) and that's what I did. It's a separate function on the site. When I placed myself in the queue, I had to fill in a summary and in the summary I filled in that I had defective pixels and wanted to have the Surface replaced. This summary is ready by the person that will chat with you. The person I spoke to, she did not ask how many I had, or state what the policy is regarding the pixel policy.
She mentioned that it could take about a week (for me it'll be a straight swap and hence, not the display replaced in the current unit, also to keep customers satisfaction as high as can be), but no indication whether that was for Advance or standard exchange (I chose the latter). I wouldn't be surprised if it could take a bit longer considering they had more demand than supply. So at least a week I reckon, but I won't complain if it takes a bit longer and the new Surface is perfect as can be. So far I've been pretty impressed with the whole support system behind Surface (not the Store issues as that's a different team and process altogether). Just come back from the UPS drop off center to get it shipped, don't think it'll be at the repair center until Monday though. But you are able to check progress of the exchange on the site where you arrange the exchange (posted it in my post above).
I'd recommend dropping by the Store as that'll give you the chance to check it out yourself before taking it home. And takes less time of course as you're not scheduling it for exchange, packing it all up, shipping to the repair centre, etc..
Let us know how you get on.
- 11-04-2012, 07:22 AM #10
Well I did end up taking it back to a Microsoft store and they were awesome and did an exchange for me without any hassle at all. Unfortunately when I got the new Surface home I discovered that the back plate near the kickstand is messed up and has a big gap near the edge. So it is back to the store again today. These people are probably not going to be happy to we me again.
- 11-04-2012, 10:46 AM #11
- 11-04-2012, 11:00 AM #12
- 11-04-2012, 06:55 PM #13
Thanks for all your replies! We really do have the best online community out there!
I did take my second Surface back and they did exchange it and this time I thoroughly inspected the hardware and did the setup there. All is good now!
Thanks again everyone.
11-05-2012, 04:29 AM #15
- 39 Posts
I have one stuck subpixel(red one). Occasionaly it turns on and off, sometimes dimmer, sometimes brighter. It's located in lower left corner. I can't take it to MS Store(UK here). What do you think? should I return it or maybe wait for this subpixel to un-stuck(it turns on and off after all)