Looking for detailed clarification on SP4 exchange policies

Because customers are reporting varying experiences, I would like to ask for official clarification on the exchange policy for SP4. The last response from https://answers.microsoft.com/en-us/surface/forum/surfpro4-surfupdate/massive-flickering/a63f7930-7f9a-4431-bf7d-7133d3a91714?messageId=62554ec5-0469-4e8b-9f19-d62c92de8a27 does not seem to mirror the experience of customers.

I would appreciate answers to all questions.

1.      Screen flickering scramble (flickergate)

a.      Within 3 years of original purchase “free” exchange: will this be a SP4 or SP5 refurb and what should the customer do if they receive an SP4 and can’t resolve?

 

b.      Out Of Warranty after 3 years, paid exchange $600 US – is this a guaranteed SP5 exchange and what should the customer do if they receive an SP4 and can’t resolve?

 

2.      Battery bulge/lifted screen

c.       a.    Within 3 years of original purchase “free” exchange: will this be a SP4 or SP5 refurb and what should the customer do if they receive an SP4 and can’t resolve?

 

 

d.      Out Of Warranty after 3 years, paid exchange $600 US – is this a guaranteed SP5 exchange and what should the customer do if they receive an SP4 and can’t resolve?

 

3.      Any other issues – paid $600 US exchange Out Of Warranty – will this be a SP4 or SP5 refurb and what should the customer do if they receive an SP4 and can’t resolve?

 

4.      Are there ANY circumstances where ONLY a SP4 will be supplied as an exchange, given the known propensity to suffer from flickergate and other hardware issues (like bricked type covers)? 

Answer
Answer

When we replace devices, Microsoft provides a like-for-like replacement device. We may use the same unit model or, if unavailable, the model nearest to the original model’s form, functionality, and performance. If you have any further questions, please contact Microsoft Surface Support.

Hope that helps,

Greg

Microsoft Surface Team
support.microsoft.com/surface

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

 
 

Question Info


Last updated July 27, 2020 Views 402 Applies to: