Microsoft pro 4 surface hinge

tcross

Anyone else had this problem

HInge broken on kickstand .
PC world said they couldn't send it off unless I gave all my passwords to them. NO WAY I said.
Pc world said They said unable to contact Microsoft as the seller unless I told them all that.

They direct me to contact Microsoft direct. At the time in store I ask if this was covered under warrantee they agreed yes as was purchased in November.

I contact Microsoft - they don't need any passwords just my user mame
Phone call with Microsoft-they told me to email us pictures of damage

Damage emailed to Microsoft from me

Microsoft agree I didn't tamper with device but claim damage to hinge is not covered under guarantee.
They sate "We can send you a new one if your send the old one back and pay £400!"
I politely rejected the offer saying how a built in part of the device not be covered as it is part of the selling points of go anywhere pc tecnology

Their reply to this email basically was a repeat of first that this is not covered under warrantee

Advice please - what next

I will email them saying I'm seeking advice as if the kickstand hingebroke due to everyday use as I consider it not fit for purpose as the device It was not dropped or misused. I just opened it one day and the hinge would not operate.

But what next citezensnadvice

Many thank

almillar

Remove your hard disk to protect your data

Not gonna happen on a Surface Pro 4 - there's no 'drive' and they're almost impossible to take apart.

Wipe the damn thing and give it to PC World to sort out. If you ever have to give any electronic device to any store, treat the data on it as lost, and wipe it if possible.

Cornucopia

We sometimes move threads to help them get more responses.

This thread moved from Techie Stuff to Consumer Rights.

Fosterdog

Firstly ignore most of what the first reply says, most of it is nonsense and the rest is wishful thinking at best.

I deal with Microsoft through work and what they have told you is true, when you want to book something with them as a retailer they do require both the username and password for your Microsoft account but also the password to access the device if different to above. Trust me they are a nightmare for us to deal with.

It may be worth clarifying with MS what the £400 is for, they generally offer two types of service on a manufacturer faulty item.

First is that you pay an amount, they send you a new (sometimes reconditioned) device and you pop the old one in the packaging, affix the prepaid label and send it back to them. They then assess it and as long as they find it is not physical damage or user caused they refund the payment made. This way means you are not left without your device for any length of time.

Second option is they email a prepaid label for you to print off, you send them the device, if it is covered by warranty they repair it and send it back, ir send a new one (as above may be reconditioned). If they find physical/ user damage they send it back unrepaired.

If they are chargering £400 without either of those options then it doesn't sound like they believe it is an inherent fault.

If you do go back to the shop to get them to send it but don't want to give them the password what we do where I work is get the customer to log in to the Microsoft portal themselves on their own device so we don't see the password. We then help them to complete the RMA form. Once the prepaid label has been emailed to them we get them to forward it to our email so we can print it off. We then book it in to our systems and act as the go between now a valid RMA number has been generated. However if we need to chase the repair for any reason MS do sometimes refuse to deal with us because we don't have the details they ask for. It really does depend who we get hold of when we call.

What you may have problems with is that it is more than six months since purchase the onus is on you to prove that you didn't damage rather than for them to prove that you did, this can be done by paying for an independent report. If the report goes in your favour you also claim back the cost of the report.

mije1983

DavidP24 wrote: »

Oh and as for wishful thinking, I gave the same advice here and this was the result

But the OP in that thread got about 25% LESS than you had calculated as being 'correct', and it was in the form of store credit. So that puts the retailer's estimate at about 3 and a half years lifespan, and even less if they don't apply linear depreciation (which makes sense with technology).

There is no one size fits all answer.

Leo2020

PC World didn't refuse to help DavidP24 they asked for passwords so they could book it in.

Normally manufacturer warranties cover hardware faults but they dont cover software or damage. The last one combined with the fact that Microsoft has said the problem isn't covered suggests they think you broken the Surface yourself. They said you didn't tamper with it which suggests you didn't open up the device up it does not mean you didn't damage the hinge.

I'm not saying you did damage it but you may have to prove to PC World you didn't.

PC World will not accept other reports of broken hinges as evidence that yours has an inherent fault. Even if there is a known fault with this model it doesn't mean you didn't damage yours.

Over 6 months since purchase the onus is on you to prove the fault is inherent.

Leo2020

Sorry DavidP24 but I have to disagree with you. I have read the links ( well I admit not every single post on each one) but enough to get the gist.

Most are complaining about the hinge becoming looser not breaking off.

The hingle will loosen over time due to use. Some of the posts mention the Surface 3. An earlier model may well have different hinges. But either way no hinge will remain as tight as the day it was bought.

You mention that it is up to a court to decide not PC World.

I'm no judge but I don't think people complaining on the internet about a loose hinge proves that the OP'S broken hinge is inherent. I know you won't like that because I'm saying "does not mean X". It has nothing to do with politicians but to do with the reality of the situation. Just because someone else has the same fault does not mean there is a manufacturing fault with a particular model.

I think the OP may well struggle to sway both PC World or a court. The OP could try returning it to store again and see if PC World themselves or their agents (Microsoft) will physically inspect it rather than just looking at photos.

Leo2020

Your doing it again DavidP24 it is an open forum. Not sure why you think I can't give technical advice or why I shouldn't.

I won't be having an argument with you either. Sadly you have a god complex and think you are right, everyone else is wrong and you get to decide who can post and what. Therefore no matter what I put you will always be superior in your own eyes.

almillar

I've got a Surface Pro 3 and I don't think they changed the hinge design to the 4. Whilst there's a little play whilst moving the hinge, it seems like a good design. I haven't heard about lots of hinge failures, but I haven't looked. You would need to look yourself, and have the evidence with you for PC World - to basically prove 'it's not me, it's the tablet'.

This password stuff is just a distraction. I wouldn't be handing over anything with my stuff on it if I could get it off. That's the situation you're in. Wipe it, tell them the new password, and let them do what they're required to do. DavidP24's clearly got a problem with PC World and he's not the only one, but in this case they haven't really been given much of a chance to fix this...

Leo2020

I doubt the OP will come back at this point but in case they do or should anyone else have an issue with the kickstand:

https://www.reddit.com/r/Surface/comments/5rmp21/surface_pro_4_hingekickstand_longterm_reliability/

https://www.reddit.com/r/Surface/comments/45rlkb/early_adopters_of_surface_pro_4_hows_the/

https://www.reddit.com/r/Surface/comments/43g57n/experiences_with_kickstand/

https://forums.windowscentral.com/microsoft-surface-pro-4/396185-surface-pro-4-kickstand-issue-normal.html

Majority of the comments are saying that although after some use the hinge was not as tight as it once was it was still working and hadn't broken.

Hopefully this will provide some balance. I think with the internet it is possible to "prove" anything as long as you are looking for the right thing.

It is also worth bearing in mind that people are much more likely to seek advice/complain on forums when something goes wrong than when something goes right - this can skew the situation and make it look like a problem is more common than it actually is.