Refund/ Return on Surface Laptop due to Defected Yellowing Screen

Hi everyone,

I bought a Microsoft Surface Laptop 2 in August 2019 from jb hifi (not a Microsoft store). Upon purchase, I was really excited to test out the laptop due to its sleek design and transitioning from a slower Lenovo laptop. However, what I didn't know was that my sister's laptop, the exact same one as I purchased, had a devastating defect which caused the screen to yellow significantly around the edges in very noticeable burn mark splotches. (If I had seen this, I likely would not be making this post). 

Thankfully, for a few months my laptop's screen was as fine as any other. However, this did not last. In January of this year I begun to notice my screen was yellowing slightly around the edges, to my utter horror. I had hoped this defect only affected selective laptops but it does not appear to be that way... Now, very upset and annoyed, my screen has become far worse. Particularly, the yellow burn marks become noticeable after I have been using my laptop for some time. I have read that this is relative to heat build-up either due to the failure of a fan or because the battery is placed right behind the screen. 

Now, I would like to know if I can refund my product or at least return it for another laptop. I am a high school student and I really need a laptop that I can use with ease and so I do not want this to affect my computer work. It is still in warranty, however, I bought it from jb hifi, and not Microsoft. I would ideally like to speak to people from Microsoft though I fear this will not be possible because I did not buy from them. And yet, it is Microsoft's problem at the end of the day, and due to the sheer amount of complaints on the internet concerning this problem, it puts them to shame that the issue has not yet been resolved. Will I still be eligible to return it or get a refund via Microsoft? If not, will it be possible at jb hifi? 

If you can offer any advice, it would be greatly appreciated. 

 

Question Info


Last updated May 24, 2020 Views 64 Applies to:

Hi, TaraGrice!

 

 

 

Thanks for reaching Microsoft Community and posting your concern. We are sorry to learn about your Surface Laptop 2's screen discoloration. This is not the experience that we want you to have. We're here to direct you to the proper team that handles this.

 

You mentioned you purchased this at JB Hi-Fi, which is based in Australia. Since this is within warranty, you can Contact Microsoft Support for replacement options. Please also check this page to know the number for your country in our list of Global Customer Service phone numbersOne of our advocates would gladly help you out with the replacement for this. Make sure to take clear photos of the area with the discoloration as you will be asked to provide it.

 

We hope this helps you out! If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,                                                                                                                 

Janette_Z          

 

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