1. Adam_ation's Avatar
    Hey guys just wanted to let everyone know how my service repair went..

    I bought my SP3 in Vegas a few months ago and brought it back to the UK with me the next day. After a few days i notice the top of the screen was bulging away from the silver bezel leaving a very small gap along the top and also mis-aligning the front camera from its little hole it has in the black surround which can be seen here...



    I'm not usually a fussy person but i could imagine it getting worse over time and also allowed for dirt to get into the SP3 itself. After waiting for the release over here in the UK in order to recieve warranty support (which i wasnt 100% i would even get due to it being purchased in the US) I contacted microsoft and told them of my issue, they quickly arranged for a delivery label to be emailed to me so i could send it back free of charge but they stated the service team would make the final decision of whether it warranted being fixed/replaced. I'm guessing if they felt it wasn't they would charge me for the fix/delivery.

    All in all it took around a week and a half (from the day i sent it off) for a decision to be made and a shiny new SP3 delivered to my door. I tracked it all the way after they sent it off yesterday morning from the Netherlands, i really didn't expect it to only take a day to arrive at my door.

    Everything seems to be working on my new SP3 and i'm extremely happy with the service microsoft offer! - Adam
    RajeevT, exkerZ, hopmedic and 3 others like this.
    09-10-2014 12:21 PM
  2. hopmedic's Avatar
    It's always good to hear a story of good customer service! Thanks for sharing.
    Adam_ation likes this.
    09-13-2014 10:50 AM
  3. raqball's Avatar
    I had an issue with my SP3 and decided to use Microsoft Support instead of going to the LA Microsoft Store.

    I used the Microsoft online tool to process my replacement request. It was a simple and easy process. I chose the Advanced Replacement option. Using this option, they put a hold on your credit card for $1,000 plus sales tax on that $1,000.

    I placed my online replacement order the evening of Sept 9th, the order shipped on Sept 10th via FedEx from Memphis, TN and I received the replacement SP3 on Sept 11th at about 10am.

    The replacement arrived in a cardboard box with the SP3 inside a padded envelope. Instructions for returning the defective SP3 and a return FedEx label were also provided.

    The new unit is flawless! No yellow stripe, no scratches or marks, the screen does not have any glue issues and on this unit there is zero backlight screen bleed.

    Overall I am thrilled with the Microsoft exchange policy. Its a very simple and easy process. They ship the replacement quickly and its delivered just as fast.
    09-13-2014 11:31 AM
  4. xboxonthego3's Avatar
    Glad to hear the service was great. My surface is exaclty like this on the top as well. For me it is not a huge concern but if it ever gets worse it's nice to know it's covered.
    09-13-2014 01:10 PM
  5. Fpfpfpfp's Avatar
    I had an issue with my SP3 and decided to use Microsoft Support instead of going to the LA Microsoft Store.

    I used the Microsoft online tool to process my replacement request. It was a simple and easy process. I chose the Advanced Replacement option. Using this option, they put a hold on your credit card for $1,000 plus sales tax on that $1,000.

    I placed my online replacement order the evening of Sept 9th, the order shipped on Sept 10th via FedEx from Memphis, TN and I received the replacement SP3 on Sept 11th at about 10am.

    The replacement arrived in a cardboard box with the SP3 inside a padded envelope. Instructions for returning the defective SP3 and a return FedEx label were also provided.

    The new unit is flawless! No yellow stripe, no scratches or marks, the screen does not have any glue issues and on this unit there is zero backlight screen bleed.

    Overall I am thrilled with the Microsoft exchange policy. Its a very simple and easy process. They ship the replacement quickly and its delivered just as fast.
    Wish I could say the same. My SP3 overheated while updating the firmware and won't turn on anymore.
    I placed a replacement order on the 10th and my order is still showing in progress. My credit card was charged with a 1148$ hold but today the hold is gone from my card and still no word from Microsoft. Nothing. I think it may have something to do with the SP3 shortage.
    I find it quite disappointing. They could at least send out an email to address this delay. Meanwhile, I am stuck without a properly functioning laptop and must resort to carrying around my barely working 7 year-old 10+ lbs laptop.
    09-17-2014 02:52 PM

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