Hey Microsoft!!! Fix your Surface Book before it dies!

[Spongers8X]

Well, you're lucky. Because many folks in this thread are still having issues on replacments and after updates. No idea how wide spread it is? Go check the rest of this forum, surface forums, and Reddit surface. A LOT of people are still having problems. You must have golden surface book.

I am not in anyway saying I have a golden surface, nor am I saying that the book does not have problems. Go back to all of my comments in this thread. I have fully acknowledged the problems we are experiencing. I am simply trying to get people to see that denouncing MS for this product, so soon in its launch cycle, without knowing the full facts, or waiting for fixes is both wrong and misguided. They have a lot riding on this product, and I am certainly sure they learned a lot from the launch of the original Surface ($900 billion loss, I am sure you all remember), so they will do everything humanly possible to fix these issues.

Come to think of it, has anyone had any problems returning their product, or exchanging it? I have not heard of any. This to me proves they are willing to make the customer happy, and if they are not, they will do what they can to make them happy, one way or another. Please stop vilifying them for something they haven't had a chance to fix yet.

 

[erzhik]

Come to think of it, has anyone had any problems returning their product, or exchanging it? I have not heard of any. This to me proves they are willing to make the customer happy, and if they are not, they will do what they can to make them happy, one way or another. Please stop vilifying them for something they haven't had a chance to fix yet.

Well people are returning under return policy, so there is pretty much nothing they can do to give you problems with returning.

 

[enixon]

Well people are returning under return policy, so there is pretty much nothing they can do to give you problems with returning.

If you read your receipt from any retailer, they have the right to refuse any return for any reason. Regardless, if you buy it from Microsoft, they will never give you a hassle for returning it. When they ask you why you're returning it, it's so they can send that up to the product teams to have a better understanding of what's going on.

 

[TheCudder]

I am not in anyway saying I have a golden surface, nor am I saying that the book does not have problems. Go back to all of my comments in this thread. I have fully acknowledged the problems we are experiencing. I am simply trying to get people to see that denouncing MS for this product, so soon in its launch cycle, without knowing the full facts, or waiting for fixes is both wrong and misguided. They have a lot riding on this product, and I am certainly sure they learned a lot from the launch of the original Surface ($900 billion loss, I am sure you all remember), so they will do everything humanly possible to fix these issues.

Come to think of it, has anyone had any problems returning their product, or exchanging it? I have not heard of any. This to me proves they are willing to make the customer happy, and if they are not, they will do what they can to make them happy, one way or another. Please stop vilifying them for something they haven't had a chance to fix yet.

No ones trying to denounce or claim that Microsoft doesn't care, especially us here at Windows Central...we're all Microsoft supporters or fans and want them to do well (I'm a MSFT share owner). But regardless, I'm not going to ignore or be silent to the fact that this device has some pretty significant usability issues that should have been caught before release. We know a product is expected to have it's issues early on, but the extent of these issues are making the device a hassle to use --- when the screen gets stuck in sleep or the touch screen stops working, having to force a hard shut down means potential data loss if you didn't get an opportunity to save your work. That's not exactly an issue any one should be okay with just "waiting out" until a fix comes.

That being said, the latest firmware update seems (knock on wood) to have resolved the display driver & sleep issues for me (it felt great to take my SP4 out of sleep without a hard shutdown this morning!), but now Edge is being weird in other ways --- ignoring touches to open links, touch zooming isn't consistent, I'm having a struggle typing on the on-screen keyboard (it basically ignores some letters I'm clearly pressing) & the keyboard some times fails to auto load). Anyone else seeing these issues in Edge with the latest firmware & cumulative update?

 

[AbsoluteZerow]

If you read your receipt from any retailer, they have the right to refuse any return for any reason. Regardless, if you buy it from Microsoft, they will never give you a hassle for returning it. When they ask you why you're returning it, it's so they can send that up to the product teams to have a better understanding of what's going on.

They have to abide by their own return policy. If it says 14 days opened or not, they have to accept the return and refund your money. Obviously it has to be in new condition and cant be damaged in anyway. But, to say they have the right to refuse a return for ANY reason, that just dumb. I've returned many things, never once have I been given a lame reason on why I can't return something. You're stretching your "I work at a Microsoft Store" affiliation a bit too much with your recent posts.

 

[AbsoluteZerow]

I am not in anyway saying I have a golden surface, nor am I saying that the book does not have problems. Go back to all of my comments in this thread. I have fully acknowledged the problems we are experiencing. I am simply trying to get people to see that denouncing MS for this product, so soon in its launch cycle, without knowing the full facts, or waiting for fixes is both wrong and misguided. They have a lot riding on this product, and I am certainly sure they learned a lot from the launch of the original Surface ($900 billion loss, I am sure you all remember), so they will do everything humanly possible to fix these issues.

Come to think of it, has anyone had any problems returning their product, or exchanging it? I have not heard of any. This to me proves they are willing to make the customer happy, and if they are not, they will do what they can to make them happy, one way or another. Please stop vilifying them for something they haven't had a chance to fix yet.

Stop being blind by your own fortune that you in fact got a GOOD Surface Book. MANY people haven't, and its more than a normal amount who are getting dud Surface Books. Get off that "Microsoft will come through, just keep waiting and stop whining" mentality and accept the reality. Go to ANY forum that has Surface Book posts. You will find the same exact issues. It's buggy, it is NOT ready for prime time. You're completely delusional if you think otherwise. Again, I don't know how anyone can be fine spending $2,000+ to be a beta tester for Microsoft. All these people defending the product, saying just to wait for fixes, that you're a whiner if you complain. Give me a fricking break. This thing cost $1500+ before tax. You want people to not complain about it and not return it if it doesn't work. To be OK with waiting for fixes for something they just spent $1,500+ on? Is this just the normal pattern for every Microsoft release? To just accept a dud product and wait for software updates that are months out from release? What in the actual f#ck....?

They can make the customer happy, by not releasing a beta product. I tried two Surface Books, one I bought, one I was going to buy as the replacement before I left the store. Both were fully updated, both had plenty of crappy bugs. Theres no way in hell people are just going to keep returning Surface Book's, over and over, and be OK with it. This is the shi-t-t-iest product release I've ever seen, PERIOD.

You keep bashing peoples responses that don't coincide with your thought process, with your opinion, well, I'm glad we all have our own say and can ignore your high horse comments, saying people should bite their tongue and just get a replacement until they get one that works. THAT ISN'T NORMAL.... it is not OK to keep getting replacements until "one finally works" without bugs. Can you not see the irony in what you and some other folks are saying?

I'm really glad this thread is staying on top of the Surface Book forum and I hope a lot of potential buyers read it and DON'T buy it. Save themselves the heartache and disappointment until they can fix their quality control and release drivers that fix all the issues across the board. Yeah, the select few had 100% bug free products, but the three I tried in person at the Microsoft Store and the one at Best Buy at all the same exact crappy bugs along with the three people I saw returning theirs for the same exact issues.

Oh look, more issues after the latest firmware update: http://forums.windowscentral.com/microsoft-surface-book/394843-new-firmware-update-available.html

/facepalm

 

[orlbuckeye]

I received mine yesterday. It was fine until the firmware update. I did the MS online chat and he had me try holding the power and vulume up for 30 seconds among other thing then he decided to replace the unit. I received a mailing label fro FEDEX in email and it was at FEDEX by 10:00am today. It will arrive in Texas (one day delivery). They said 5 to 8 business days from when I ship so I'm praying for Wednesday (before thanksgiving). Hopefully the firmware is applied in the factory.

 

[Jesse Lim Jia Nian]

It seems like Microsoft always will have some system level issues with their hardware design or software integration with it. From the infamous XB RRoD to some other hardware issues, they need rethink their engineering works~

I don't know, just my opinion and I still love Microsoft's recent innovations~ Working with Surface Pro 3 on my photographic and design works is just out of this world experience. Will never go back to laptop form factor anymore.

 

[Spongers8X]

Stop being blind by your own fortune that you in fact got a GOOD Surface Book. MANY people haven't, and its more than a normal amount who are getting dud Surface Books. Get off that "Microsoft will come through, just keep waiting and stop whining" mentality and accept the reality. Go to ANY forum that has Surface Book posts. You will find the same exact issues. It's buggy, it is NOT ready for prime time. You're completely delusional if you think otherwise. Again, I don't know how anyone can be fine spending $2,000+ to be a beta tester for Microsoft. All these people defending the product, saying just to wait for fixes, that you're a whiner if you complain. Give me a fricking break. This thing cost $1500+ before tax. You want people to not complain about it and not return it if it doesn't work. To be OK with waiting for fixes for something they just spent $1,500+ on? Is this just the normal pattern for every Microsoft release? To just accept a dud product and wait for software updates that are months out from release? What in the actual f#ck....?

They can make the customer happy, by not releasing a beta product. I tried two Surface Books, one I bought, one I was going to buy as the replacement before I left the store. Both were fully updated, both had plenty of crappy bugs. Theres no way in hell people are just going to keep returning Surface Book's, over and over, and be OK with it. This is the shi-t-t-iest product release I've ever seen, PERIOD.

You keep bashing peoples responses that don't coincide with your thought process, with your opinion, well, I'm glad we all have our own say and can ignore your high horse comments, saying people should bite their tongue and just get a replacement until they get one that works. THAT ISN'T NORMAL.... it is not OK to keep getting replacements until "one finally works" without bugs. Can you not see the irony in what you and some other folks are saying?

I'm really glad this thread is staying on top of the Surface Book forum and I hope a lot of potential buyers read it and DON'T buy it. Save themselves the heartache and disappointment until they can fix their quality control and release drivers that fix all the issues across the board. Yeah, the select few had 100% bug free products, but the three I tried in person at the Microsoft Store and the one at Best Buy at all the same exact crappy bugs along with the three people I saw returning theirs for the same exact issues.

Oh look, more issues after the latest firmware update: http://forums.windowscentral.com/microsoft-surface-book/394843-new-firmware-update-available.html

/facepalm

Wow. Either you can't read, are blinded by your own hatred for this product because of your problems, or are purposefully ignoring what I am really saying. I am in NO WAY blind by my good fortune, as you call it. I fully acknowledge the problems people are having (in fact, as I have said at least FOUR times now, I am having some of the same problems), and really want Microsoft to fix them as quickly as they can.

What I am saying, and HAVE BEEN saying this entire time, is to please stop stoking the pot and bag on a product that has just been released. Again, REGARDLESS of price, this is a new product for them and the market, and as such is going to have problems. I am sorry that you expect everything to be perfect on a 1st gen product, but that is holistically naive, and fails to take into account the realities of how a product is developed.
Please stop blowing the situation out of proportion. Please stop vilifying Microsoft for releasing this product and providing users with a negative experience. DON"T BUY THE EFFING PRODUCT!!!! I will continue to contend this situation is your fault for not understanding what you were getting into in the first place. Are there problems with the devices? ABSOFREAKINGLUTELY!!! Does that mean Microsoft has terrible QC, and makes terrible products? ABSOLUTELYNOT!!!! It means they broke a mold when they released this product and have a few bugs they will most certainly deal with. YOU SHOULD HAVE REALIZED THIS WHEN YOU BOUGHT THE PRODUCT!!!

I bought the original Surface Pro way back when fully knowing there would be problems, and boy were there! By 2 or 3 months in, that was a great product (if not poorly designed looking back at it now, having seen the Pro 3 and Pro 4). I bought the Pro 3 fully knowing there would be problems with that one too, and why? Because even though it was a gen 3 product, technically, they again did things to the hardware that no one in the industry had, so yes there were going to be problems. I bought the Book fully understanding there would be problems, and again, boy are there. But I fully understand that and am willing to deal with it. Why? Because as you can see from my past experience, MICROSOFT HAS GENERALLY FIXED EVERY SINGLE PROBLEM.

I am certain you have had a bad experience with this product, and for that I am sorry, because Microsoft has probably lost you as a customer, and that is unfortunate. All that I am asking, and have been asking, is that you take a little responsibility in the situation and realize what you are buying BEFORE you buy it. Don't hate on Microsoft for something you should have expected (regardless of what your idealistic opinion of what spending $2k on a product actually means), and should have been willing to deal with, realistically.

**Officially off soap box from this thread. I am tired of explaining my point to you and everyone else, when clearly you do not understand, or fail to see, what my ACTUAL point of view really is**

EDIT: Oh, and by the way before you respond, YES it is also my fault for buying this product and having problems. But again, I am willing to deal with them until Microsoft fixes them, and if they do not, return the product or sell it, and not complain publicly about it (instead I will do something far more useful: Work with Microsoft as a customer to resolve these problems, which I have been working with their support team on these issues).

 

[enixon]

They have to abide by their own return policy. If it says 14 days opened or not, they have to accept the return and refund your money. Obviously it has to be in new condition and cant be damaged in anyway. But, to say they have the right to refuse a return for ANY reason, that just dumb. I've returned many things, never once have I been given a lame reason on why I can't return something. You're stretching your "I work at a Microsoft Store" affiliation a bit too much with your recent posts.

No I'm not. Everything I have posted is public knowledge. I know Microsoft's return policy, it's probably the best in retail (in my opinion). I also know Apple's return policy, Best Buy's, and Staples. I am paid to know what the competition offers.

If you read Best Buy's return policy, they can refuse a sale or return for any reason at all. I've seen it happen when I worked for them, and it was disgusting. Have you ever bothered to read the fine print on anything? It will amaze you.

Also, I am planning to return my Book because there are just a bit too many problems and I don't use the dGPU for anyhting. I think a SP4 m3 model is much more up my alley. ;-)

Continue on with your ridiculous posts, they keep me entertained.

 

[fatclue_98]

Fellas, there is no such thing as a mandated return policy. The only federally mandated consumer protection is a 90 day warranty from the manufacturer as per the Magnusson-Moss Act of 1972. Return policies are an incentive no different than rewards points. It's a common misconception like vacations or paid holidays. Only Federal employees are guaranteed these fringes by law (Fair Labor Act). If employers don't offer these trinkets, job hunters look elsewhere. Same goes for consumers, they go where they feel they have a good chance to receive a better experience.

Now the warning. Knock off the name calling or infractions will fall like rain.

 

[AbsoluteZerow]

Two and a half months later and the Surface Book is still riddled with issues. To the folks still having issues, any updates on your perspective of the product?

 

[Mikegriffin84]

I must be lucky... I had the driver crashing, wifi connection issues, and touchpad and keyboard connectivity issues. None of those issues exist for me now. The device works pretty much as expected and I get solid 8 hours of battery life out of it. I have the i7 8gb ram 256gb storage with dGpu. I don't get blue screens or black screens, it always wakes from hibernate and I never exchanged my unit. So i'm just saying the unit is getting better.

 

[Erik Talbert]

Two and a half months later and the Surface Book is still riddled with issues. To the folks still having issues, any updates on your perspective of the product?

Have had mine since day one, still not had any problems with my device at all. Just don't use Edge and the book is pretty much perfect. Played through all 3 Mass Effects at max settings 1080p with all DLCs as well on it with no problems, browse on Chrome just fine, music/video/graphics editing is having no issues with gimp and sony vegas.

If you have a surface book, my only advice is to update everything, then download a browser that isn't Edge.

 

[Razor237xp]

Battery life could be better def not what was advertised but go figure the tablet part is about what they said it would get , be nice if it was better then 2-3 hours.

Mostly mine is OK , still bugs when disconnecting the tablet, battery drains a bit more then it should while off.

Everything else is good unless I use edge browser and then things become unstable if I don't use it everything runs good.

I can play some fall out 4 and WoW nicely for what I'm playing them on.

I'm still on the fence on weather or not I want to return it or continue to beta test. I like the hardware it's really nice just buggy . problem is I want a tablet for things and still want to play some games while out and have some down time. So this was kinda the best of both worlds

Posted via the Windows Central App for Android

 

[wardo5757]

I bought an I5 256gb DGPU yesterday afternoon, came home and setup my account then installed all the updates, then my programs. That I5 was junk, constant BSOD (internal_power_error) everytime I would reattach the pad, it was very unstable as well. So today I brought it back and got the I7 256gb DGPU to give that one a try before giving MS the finger, best move I could have made! The I7 has not had a single hiccup this evening, not one. I don’t know if it’s the I5 models that are giving all the problems or not, but this I7 is incredible…

 

[zerospace-net]

I bought an I5 256gb DGPU yesterday afternoon, came home and setup my account then installed all the updates, then my programs. That I5 was junk, constant BSOD (internal_power_error) everytime I would reattach the pad, it was very unstable as well. So today I brought it back and got the I7 256gb DGPU to give that one a try before giving MS the finger, best move I could have made! The I7 has not had a single hiccup this evening, not one. I don’t know if it’s the I5 models that are giving all the problems or not, but this I7 is incredible…

Actually, in the beginning, the issues were mostly with the i7 units. FWIW, I have an i5/dGPU model that works mostly fine (the usual smattering of relatively minor issues), but the BSOD issues seem to be random. Some people have 'em, others don't. Some people have 'em once in awhile (me). Sounds like your first one was a lemon -- hope you fare better in the long term with the new one!

 

[wardo5757]

Actually, in the beginning, the issues were mostly with the i7 units. FWIW, I have an i5/dGPU model that works mostly fine (the usual smattering of relatively minor issues), but the BSOD issues seem to be random. Some people have 'em, others don't. Some people have 'em once in awhile (me). Sounds like your first one was a lemon -- hope you fare better in the long term with the new one!

So far I'm like a giddy school girl, I love this machine and its working flawlessly, its working better than my outgoing SP3 which is a surprise to me. One other thing I did last night that really helped things out. I installed the NVidia and intel drivers for the GPU's, it double my gaming performance, but I couldn't tell prior to the NVidia driver whether or not I was actually using the right video card.

 

[AbsoluteZerow]

So, a few months later and I picked up another i5 / 256GB / Nvidia model. I turn it on, it goes directly to a login prompt and then i proceeded to shake my head. It's currently resetting. It was brand new, wrapped in plastic, etc. Why..... is this still happening nearly four months after it launched?

Hopefully this isn't a sign of issues to come, I'm trying to stay positive here.

 

[wardo5757]

So, a few months later and I picked up another i5 / 256GB / Nvidia model. I turn it on, it goes directly to a login prompt and then i proceeded to shake my head. It's currently resetting. It was brand new, wrapped in plastic, etc. Why..... is this still happening nearly four months after it launched?

Hopefully this isn't a sign of issues to come, I'm trying to stay positive here.

Hang in there, with the last couple of firmware updates my SB has become an excellent device, I haven't seen a bluescreen in weeks. It's still slightly unstable in certain situations, but totally usable and dependable now. And that is the opposite of what it was 1 month ago.