Letter of Complaint

Hi,

I think it is not very professional to lock the thread of discussion, while Microsoft mentioned that they are not going to do anything and close the case. I do not know who to work with as suggested by your Moderator. 

JC8888

JC88888

--

2019-10-05 

Dear Mr. Bill Gates,

It is with the uttermost respect for Microsoft as a top MNC in the world that I am writing this mail.

As your front-line Tier 1, 2, 3 and Peer-to-Peer managers are not empowered to make the decision, I am writing to you or someone who can decide on an amicable resolution.

New Surface Laptop

I like the elegant design of the Microsoft Surface laptop. As I recognized Microsoft as a great brand name, I did not hesitate to purchase it, even without reading any review about the product (with much regrets).   

It is unfortunate that when I started using and put the laptop on my lap when I found it scorching my skins. I happened to be with a group of friends, and they were all surprised of the amount of heat generated. To prevent it from scorching me further, I had to put the laptop sleeve below it when I used it after the incident.

When I spoke to a Microsoft retail staff, I was told that Microsoft does not have a service center in Singapore. I could raise a ticket and the service center might grant an exchange for a refurbished set. Having paid a premium price, I was very reluctant to exchange my new laptop for a refurbished set.  However, the issue of the heat generated and burning my skins bothered me greatly.

When I eventually contacted the call center on 9 Aug 2019, I was asked to perform a series of tests and generate various reports, which took up a lot of my time. I was told to return my laptop in exchange for a refurbished set. With much reluctant, I proceeded after the agent assured me that the refurbished set would have gone through many stringent tests.

First refurbished set

To my great disappointment, the refurbished set has the same heat problem. I was asked to try different ways of resetting the laptop over a couple of nights, and eventually, the laptop crashed even when I followed the steps closely. When I found out from the various blogs about the heat problem, my confidence in the product was greatly affected.

When the service center offered me another refurbished set, I told them that I have already spent many my nights and weekends trying to sort out the laptop problem. I was given the assurance that the second refurbished set would be tested before Microsoft sent it to me. I told your staff that in all fairness to me I would want a refund if the second set does not work.

Second refurbished set

I was very hopeful when I started setting up the laptop. However, it was very short-lived. It generated much more heat compared to the previous 2 laptops.

I have cooperated in diligently following the instructions and doing all the necessary that I know-how. I realized that the case which was started on 9 Aug 2019, was closed several times and new requests were generated in the system. I have to repeat my case to now more than a dozen agents and spending at least 45 mins or more in each situation going through the case. I had also written numerous emails asking for a resolution and I was directed again and again to provide more information.

The Tier 1 manager told me he only has the authority to grant replacement for a refurbished set.

The Tier 2 staff asked me to explain to him my case all over again and informed me that the case was escalated to Tier 3.

I learned from the Tier 1 manager, that the Tier 3 staff replied that there is no refund policy for purchases in Singapore. I found it difficult to accept this, as Microsoft is one of the largest companies in the world, with the AP office in Singapore, and a refund cannot be done in Singapore. The contradiction was I was told, a refund will only be granted within the first 30 days. If I have known, I will have done so much earlier.

Resolution 

I spoke to Tier 1 manager again on 29 Sep and was told that if I wish I can send back the second refurbished set for another refurnished set. Apparently, even if I agreed to the third replacement and it does not work, your staff is not empowered to make an S$2000 over dollars refund decision. 

I also spent another hour with a Tier 1 agent this morning on 5 Oct, and another 30 minutes with the Tier 2 Technical Specialist, and was told to accept another refurbished set....

I hope that you can empathize with me as a consumer. I have been very cooperative and had already spent so much time on the issue since 9 Aug and it is already 2 months. Yet, the answer given to me is, there will not be any refund and I ‘just have to accept it (whether it works or not)’.

As I have already spent many nights and weekends trying to resolve this issue and I see it going nowhere. I have requested them to escalate my case to higher authority that can make a decision. The amount of time spent by your staff on this case and the courier service might have cost much more. I am just a consumer, who had paid a high price with the expectation that it is a high-quality premium product. 

I mentioned to your staff that I do not wish to put Microsoft, which I highly respect in a bad light. Unfortunately, they are not empowered to make a decision and has to let the case drags on. I do not know how much longer the case will go on, and I sincerely hope that you or a senior staff will review through the case notes and conversation recordings, and provide an amicable resolution to refund me the money I paid and let life moves on. 

With due respect from a highly frustrated customer.

Frustrated customer 88888 

--

2019-10-23

Dear Mr. Bill Gates, 

I was very hopeful when your corporate staff investigated my case.

Instead of a resolution, I was brought through another round of spin actions that had lasted for another 3 weeks. During this period I have sent your staff photos of scorched marks when I placed the laptop on my lap just for a couple of minutes. To my amazement, your staff sent me the article https://support.microsoft.com/help/4023454/safety-information to inform me that the device can generate a lot of heat and I should be careful not to get myself scorched. 

I have been using a laptop for many years by now, and I put it on my lap to use it at least twice a week, because in these meetings there is no table for me to put the laptop. The reality is the Microsoft Surface Laptop is the first laptop that I have that have this heat problem and it has scorched my lap several times. It is a known safety hazard at least for me.

I was offered another refurbished laptop and she said that it will not guarantee that it will solve the problem, and she will proceed to close the case.

I was again very hopeful when I received the refurbished laptop this evening. However, it was again very short lived. It just started to get extremely hot when I tried to set it up. I can feel the heat on the keyboard as well. I have already spent more then an hour on it, it is extremely agonizing for me as a consumer, since it started on 9 Aug 2019.

This is already the 4th set, I am just wondering what is Microsoft going to do next?

Please kindly advise.

JC88888

Hi Mr. Bill Gates and whom it may concern,

I paid a high price to purchase a premium laptop, to use it as a laptop, that is, to put it on my lap to use it as this has been my basic requirement for more than 10 if not 20 years. I am now advised to put it on the desk to avoid being scorched or burned, which means it becomes a desktop. This is a breach of contract that the laptop that I bought is not functioning as it should be.

I did a search on the International Standards for Safety (IEC 60950-1 and IEC 62368), which Microsoft referred to, and found the reference document, https://www.cui.com/catalog/resource/iec-62368-1-an-introduction-to-the-new-safety-standard-for-ict-and-av-equipment.pdf. I have snipped the relevant portions of the standards to attach them here.

As indicated in my earlier mail, the laptop shot up to a temperature of 79 °C. It definitely fell within Class 2: Painful, but not an injury, or even the possibility of Class 3: Injury.

So, it is still my simple requirement, I just want a laptop that is free of defects and danger of being scorched or burned, or otherwise, a refund for breach of contract that the laptop is not functioning as what it should be.

I have always respected Microsoft as a socially responsible international MNC, I hope that you will uphold your brand name and ethnical practices, and not leave me in a dilemma of closing the case and not responding to my emails or resort to locking the previous discussion.

Please kindly advise on the procedure.

Thanks.

JC88888

Hi,

I think it is not very professional to lock the thread of discussion, while Microsoft mentioned that they are not going to do anything and close the case. I do not know who to work with as suggested by your Moderator. 

JC8888

JC88888

--

2019-10-05 

Dear Mr. Bill Gates,

It is with the uttermost respect for Microsoft as a top MNC in the world that I am writing this mail.

As your front-line Tier 1, 2, 3 and Peer-to-Peer managers are not empowered to make the decision, I am writing to you or someone who can decide on an amicable resolution.

New Surface Laptop

I like the elegant design of the Microsoft Surface laptop. As I recognized Microsoft as a great brand name, I did not hesitate to purchase it, even without reading any review about the product (with much regrets).   

It is unfortunate that when I started using and put the laptop on my lap when I found it scorching my skins. I happened to be with a group of friends, and they were all surprised of the amount of heat generated. To prevent it from scorching me further, I had to put the laptop sleeve below it when I used it after the incident.

When I spoke to a Microsoft retail staff, I was told that Microsoft does not have a service center in Singapore. I could raise a ticket and the service center might grant an exchange for a refurbished set. Having paid a premium price, I was very reluctant to exchange my new laptop for a refurbished set.  However, the issue of the heat generated and burning my skins bothered me greatly.

When I eventually contacted the call center on 9 Aug 2019, I was asked to perform a series of tests and generate various reports, which took up a lot of my time. I was told to return my laptop in exchange for a refurbished set. With much reluctant, I proceeded after the agent assured me that the refurbished set would have gone through many stringent tests.

First refurbished set

To my great disappointment, the refurbished set has the same heat problem. I was asked to try different ways of resetting the laptop over a couple of nights, and eventually, the laptop crashed even when I followed the steps closely. When I found out from the various blogs about the heat problem, my confidence in the product was greatly affected.

When the service center offered me another refurbished set, I told them that I have already spent many my nights and weekends trying to sort out the laptop problem. I was given the assurance that the second refurbished set would be tested before Microsoft sent it to me. I told your staff that in all fairness to me I would want a refund if the second set does not work.

Second refurbished set

I was very hopeful when I started setting up the laptop. However, it was very short-lived. It generated much more heat compared to the previous 2 laptops.

I have cooperated in diligently following the instructions and doing all the necessary that I know-how. I realized that the case which was started on 9 Aug 2019, was closed several times and new requests were generated in the system. I have to repeat my case to now more than a dozen agents and spending at least 45 mins or more in each situation going through the case. I had also written numerous emails asking for a resolution and I was directed again and again to provide more information.

The Tier 1 manager told me he only has the authority to grant replacement for a refurbished set.

The Tier 2 staff asked me to explain to him my case all over again and informed me that the case was escalated to Tier 3.

I learned from the Tier 1 manager, that the Tier 3 staff replied that there is no refund policy for purchases in Singapore. I found it difficult to accept this, as Microsoft is one of the largest companies in the world, with the AP office in Singapore, and a refund cannot be done in Singapore. The contradiction was I was told, a refund will only be granted within the first 30 days. If I have known, I will have done so much earlier.

Resolution 

I spoke to Tier 1 manager again on 29 Sep and was told that if I wish I can send back the second refurbished set for another refurnished set. Apparently, even if I agreed to the third replacement and it does not work, your staff is not empowered to make an S$2000 over dollars refund decision. 

I also spent another hour with a Tier 1 agent this morning on 5 Oct, and another 30 minutes with the Tier 2 Technical Specialist, and was told to accept another refurbished set....

I hope that you can empathize with me as a consumer. I have been very cooperative and had already spent so much time on the issue since 9 Aug and it is already 2 months. Yet, the answer given to me is, there will not be any refund and I ‘just have to accept it (whether it works or not)’.

As I have already spent many nights and weekends trying to resolve this issue and I see it going nowhere. I have requested them to escalate my case to higher authority that can make a decision. The amount of time spent by your staff on this case and the courier service might have cost much more. I am just a consumer, who had paid a high price with the expectation that it is a high-quality premium product. 

I mentioned to your staff that I do not wish to put Microsoft, which I highly respect in a bad light. Unfortunately, they are not empowered to make a decision and has to let the case drags on. I do not know how much longer the case will go on, and I sincerely hope that you or a senior staff will review through the case notes and conversation recordings, and provide an amicable resolution to refund me the money I paid and let life moves on. 

With due respect from a highly frustrated customer.

Frustrated customer 88888 

--

2019-10-23

Dear Mr. Bill Gates, 

I was very hopeful when your corporate staff investigated my case.

Instead of a resolution, I was brought through another round of spin actions that had lasted for another 3 weeks. During this period I have sent your staff photos of scorched marks when I placed the laptop on my lap just for a couple of minutes. To my amazement, your staff sent me the article https://support.microsoft.com/help/4023454/safety-information to inform me that the device can generate a lot of heat and I should be careful not to get myself scorched. 

I have been using a laptop for many years by now, and I put it on my lap to use it at least twice a week, because in these meetings there is no table for me to put the laptop. The reality is the Microsoft Surface Laptop is the first laptop that I have that have this heat problem and it has scorched my lap several times. It is a known safety hazard at least for me.

I was offered another refurbished laptop and she said that it will not guarantee that it will solve the problem, and she will proceed to close the case.

I was again very hopeful when I received the refurbished laptop this evening. However, it was again very short lived. It just started to get extremely hot when I tried to set it up. I can feel the heat on the keyboard as well. I have already spent more then an hour on it, it is extremely agonizing for me as a consumer, since it started on 9 Aug 2019.

This is already the 4th set, I am just wondering what is Microsoft going to do next?

Please kindly advise.

JC88888

 

Hi Mr. Bill Gates and whom it may concern,

I paid a high price to purchase a premium laptop, to use it as a laptop, that is, to put it on my lap to use it as this has been my basic requirement for more than 10 if not 20 years. I am now advised to put it on the desk to avoid being scorched or burned, which means it becomes a desktop. This is a breach of contract that the laptop that I bought is not functioning as it should be.

I did a search on the International Standards for Safety (IEC 60950-1 and IEC 62368), which Microsoft referred to, and found the reference document, https://www.cui.com/catalog/resource/iec-62368-1-an-introduction-to-the-new-safety-standard-for-ict-and-av-equipment.pdf. I have snipped the relevant portions of the standards to attach them here.

As indicated in my earlier mail, the laptop shot up to a temperature of 79 °C. It definitely fell within Class 2: Painful, but not an injury, or even the possibility of Class 3: Injury.

So, it is still my simple requirement, I just want a laptop that is free of defects and danger of being scorched or burned, or otherwise, a refund for breach of contract that the laptop is not functioning as what it should be.

I have always respected Microsoft as a socially responsible international MNC, I hope that you will uphold your brand name and ethnical practices, and not leave me in a dilemma of closing the case and not responding to my emails or resort to locking the previous discussion.

Please kindly advise on the procedure.

Thanks.

JC88888

Hi Edgar,

I have not heard from Microsoft.

Kindly advise on next step.

Thanks. 

JC888888

Hi,

I think it is not very professional to lock the thread of discussion, while Microsoft mentioned that they are not going to do anything and close the case. I do not know who to work with as suggested by your Moderator. 

JC8888

JC88888

--

2019-10-05 

Dear Mr. Bill Gates,

It is with the uttermost respect for Microsoft as a top MNC in the world that I am writing this mail.

As your front-line Tier 1, 2, 3 and Peer-to-Peer managers are not empowered to make the decision, I am writing to you or someone who can decide on an amicable resolution.

New Surface Laptop

I like the elegant design of the Microsoft Surface laptop. As I recognized Microsoft as a great brand name, I did not hesitate to purchase it, even without reading any review about the product (with much regrets).   

It is unfortunate that when I started using and put the laptop on my lap when I found it scorching my skins. I happened to be with a group of friends, and they were all surprised of the amount of heat generated. To prevent it from scorching me further, I had to put the laptop sleeve below it when I used it after the incident.

When I spoke to a Microsoft retail staff, I was told that Microsoft does not have a service center in Singapore. I could raise a ticket and the service center might grant an exchange for a refurbished set. Having paid a premium price, I was very reluctant to exchange my new laptop for a refurbished set.  However, the issue of the heat generated and burning my skins bothered me greatly.

When I eventually contacted the call center on 9 Aug 2019, I was asked to perform a series of tests and generate various reports, which took up a lot of my time. I was told to return my laptop in exchange for a refurbished set. With much reluctant, I proceeded after the agent assured me that the refurbished set would have gone through many stringent tests.

First refurbished set

To my great disappointment, the refurbished set has the same heat problem. I was asked to try different ways of resetting the laptop over a couple of nights, and eventually, the laptop crashed even when I followed the steps closely. When I found out from the various blogs about the heat problem, my confidence in the product was greatly affected.

When the service center offered me another refurbished set, I told them that I have already spent many my nights and weekends trying to sort out the laptop problem. I was given the assurance that the second refurbished set would be tested before Microsoft sent it to me. I told your staff that in all fairness to me I would want a refund if the second set does not work.

Second refurbished set

I was very hopeful when I started setting up the laptop. However, it was very short-lived. It generated much more heat compared to the previous 2 laptops.

I have cooperated in diligently following the instructions and doing all the necessary that I know-how. I realized that the case which was started on 9 Aug 2019, was closed several times and new requests were generated in the system. I have to repeat my case to now more than a dozen agents and spending at least 45 mins or more in each situation going through the case. I had also written numerous emails asking for a resolution and I was directed again and again to provide more information.

The Tier 1 manager told me he only has the authority to grant replacement for a refurbished set.

The Tier 2 staff asked me to explain to him my case all over again and informed me that the case was escalated to Tier 3.

I learned from the Tier 1 manager, that the Tier 3 staff replied that there is no refund policy for purchases in Singapore. I found it difficult to accept this, as Microsoft is one of the largest companies in the world, with the AP office in Singapore, and a refund cannot be done in Singapore. The contradiction was I was told, a refund will only be granted within the first 30 days. If I have known, I will have done so much earlier.

Resolution 

I spoke to Tier 1 manager again on 29 Sep and was told that if I wish I can send back the second refurbished set for another refurnished set. Apparently, even if I agreed to the third replacement and it does not work, your staff is not empowered to make an S$2000 over dollars refund decision. 

I also spent another hour with a Tier 1 agent this morning on 5 Oct, and another 30 minutes with the Tier 2 Technical Specialist, and was told to accept another refurbished set....

I hope that you can empathize with me as a consumer. I have been very cooperative and had already spent so much time on the issue since 9 Aug and it is already 2 months. Yet, the answer given to me is, there will not be any refund and I ‘just have to accept it (whether it works or not)’.

As I have already spent many nights and weekends trying to resolve this issue and I see it going nowhere. I have requested them to escalate my case to higher authority that can make a decision. The amount of time spent by your staff on this case and the courier service might have cost much more. I am just a consumer, who had paid a high price with the expectation that it is a high-quality premium product. 

I mentioned to your staff that I do not wish to put Microsoft, which I highly respect in a bad light. Unfortunately, they are not empowered to make a decision and has to let the case drags on. I do not know how much longer the case will go on, and I sincerely hope that you or a senior staff will review through the case notes and conversation recordings, and provide an amicable resolution to refund me the money I paid and let life moves on. 

With due respect from a highly frustrated customer.

Frustrated customer 88888 

--

2019-10-23

Dear Mr. Bill Gates, 

I was very hopeful when your corporate staff investigated my case.

Instead of a resolution, I was brought through another round of spin actions that had lasted for another 3 weeks. During this period I have sent your staff photos of scorched marks when I placed the laptop on my lap just for a couple of minutes. To my amazement, your staff sent me the article https://support.microsoft.com/help/4023454/safety-information to inform me that the device can generate a lot of heat and I should be careful not to get myself scorched. 

I have been using a laptop for many years by now, and I put it on my lap to use it at least twice a week, because in these meetings there is no table for me to put the laptop. The reality is the Microsoft Surface Laptop is the first laptop that I have that have this heat problem and it has scorched my lap several times. It is a known safety hazard at least for me.

I was offered another refurbished laptop and she said that it will not guarantee that it will solve the problem, and she will proceed to close the case.

I was again very hopeful when I received the refurbished laptop this evening. However, it was again very short lived. It just started to get extremely hot when I tried to set it up. I can feel the heat on the keyboard as well. I have already spent more then an hour on it, it is extremely agonizing for me as a consumer, since it started on 9 Aug 2019.

This is already the 4th set, I am just wondering what is Microsoft going to do next?

Please kindly advise.

JC88888

 

Hi Mr. Bill Gates and whom it may concern,

I paid a high price to purchase a premium laptop, to use it as a laptop, that is, to put it on my lap to use it as this has been my basic requirement for more than 10 if not 20 years. I am now advised to put it on the desk to avoid being scorched or burned, which means it becomes a desktop. This is a breach of contract that the laptop that I bought is not functioning as it should be.

I did a search on the International Standards for Safety (IEC 60950-1 and IEC 62368), which Microsoft referred to, and found the reference document, https://www.cui.com/catalog/resource/iec-62368-1-an-introduction-to-the-new-safety-standard-for-ict-and-av-equipment.pdf. I have snipped the relevant portions of the standards to attach them here.

As indicated in my earlier mail, the laptop shot up to a temperature of 79 °C. It definitely fell within Class 2: Painful, but not an injury, or even the possibility of Class 3: Injury.

So, it is still my simple requirement, I just want a laptop that is free of defects and danger of being scorched or burned, or otherwise, a refund for breach of contract that the laptop is not functioning as what it should be.

I have always respected Microsoft as a socially responsible international MNC, I hope that you will uphold your brand name and ethnical practices, and not leave me in a dilemma of closing the case and not responding to my emails or resort to locking the previous discussion.

Please kindly advise on the procedure.

Thanks.

JC88888

Hi Edgar,

I have not heard from Microsoft.

Kindly advise on next step.

Thanks. 

JC888888

Hi Alicia and Edgar,

It is the 4th Surface Laptop and they have the same high heat generated problem of 79 degree Celsius. Hot enough to cook a half boiled egg. 

I am still waiting for a reply from Microsoft.

JC88888

Hi,

I think it is not very professional to lock the thread of discussion, while Microsoft mentioned that they are not going to do anything and close the case. I do not know who to work with as suggested by your Moderator. 

JC8888

JC88888

--

2019-10-05 

Dear Mr. Bill Gates,

It is with the uttermost respect for Microsoft as a top MNC in the world that I am writing this mail.

As your front-line Tier 1, 2, 3 and Peer-to-Peer managers are not empowered to make the decision, I am writing to you or someone who can decide on an amicable resolution.

New Surface Laptop

I like the elegant design of the Microsoft Surface laptop. As I recognized Microsoft as a great brand name, I did not hesitate to purchase it, even without reading any review about the product (with much regrets).   

It is unfortunate that when I started using and put the laptop on my lap when I found it scorching my skins. I happened to be with a group of friends, and they were all surprised of the amount of heat generated. To prevent it from scorching me further, I had to put the laptop sleeve below it when I used it after the incident.

When I spoke to a Microsoft retail staff, I was told that Microsoft does not have a service center in Singapore. I could raise a ticket and the service center might grant an exchange for a refurbished set. Having paid a premium price, I was very reluctant to exchange my new laptop for a refurbished set.  However, the issue of the heat generated and burning my skins bothered me greatly.

When I eventually contacted the call center on 9 Aug 2019, I was asked to perform a series of tests and generate various reports, which took up a lot of my time. I was told to return my laptop in exchange for a refurbished set. With much reluctant, I proceeded after the agent assured me that the refurbished set would have gone through many stringent tests.

First refurbished set

To my great disappointment, the refurbished set has the same heat problem. I was asked to try different ways of resetting the laptop over a couple of nights, and eventually, the laptop crashed even when I followed the steps closely. When I found out from the various blogs about the heat problem, my confidence in the product was greatly affected.

When the service center offered me another refurbished set, I told them that I have already spent many my nights and weekends trying to sort out the laptop problem. I was given the assurance that the second refurbished set would be tested before Microsoft sent it to me. I told your staff that in all fairness to me I would want a refund if the second set does not work.

Second refurbished set

I was very hopeful when I started setting up the laptop. However, it was very short-lived. It generated much more heat compared to the previous 2 laptops.

I have cooperated in diligently following the instructions and doing all the necessary that I know-how. I realized that the case which was started on 9 Aug 2019, was closed several times and new requests were generated in the system. I have to repeat my case to now more than a dozen agents and spending at least 45 mins or more in each situation going through the case. I had also written numerous emails asking for a resolution and I was directed again and again to provide more information.

The Tier 1 manager told me he only has the authority to grant replacement for a refurbished set.

The Tier 2 staff asked me to explain to him my case all over again and informed me that the case was escalated to Tier 3.

I learned from the Tier 1 manager, that the Tier 3 staff replied that there is no refund policy for purchases in Singapore. I found it difficult to accept this, as Microsoft is one of the largest companies in the world, with the AP office in Singapore, and a refund cannot be done in Singapore. The contradiction was I was told, a refund will only be granted within the first 30 days. If I have known, I will have done so much earlier.

Resolution 

I spoke to Tier 1 manager again on 29 Sep and was told that if I wish I can send back the second refurbished set for another refurnished set. Apparently, even if I agreed to the third replacement and it does not work, your staff is not empowered to make an S$2000 over dollars refund decision. 

I also spent another hour with a Tier 1 agent this morning on 5 Oct, and another 30 minutes with the Tier 2 Technical Specialist, and was told to accept another refurbished set....

I hope that you can empathize with me as a consumer. I have been very cooperative and had already spent so much time on the issue since 9 Aug and it is already 2 months. Yet, the answer given to me is, there will not be any refund and I ‘just have to accept it (whether it works or not)’.

As I have already spent many nights and weekends trying to resolve this issue and I see it going nowhere. I have requested them to escalate my case to higher authority that can make a decision. The amount of time spent by your staff on this case and the courier service might have cost much more. I am just a consumer, who had paid a high price with the expectation that it is a high-quality premium product. 

I mentioned to your staff that I do not wish to put Microsoft, which I highly respect in a bad light. Unfortunately, they are not empowered to make a decision and has to let the case drags on. I do not know how much longer the case will go on, and I sincerely hope that you or a senior staff will review through the case notes and conversation recordings, and provide an amicable resolution to refund me the money I paid and let life moves on. 

With due respect from a highly frustrated customer.

Frustrated customer 88888 

--

2019-10-23

Dear Mr. Bill Gates, 

I was very hopeful when your corporate staff investigated my case.

Instead of a resolution, I was brought through another round of spin actions that had lasted for another 3 weeks. During this period I have sent your staff photos of scorched marks when I placed the laptop on my lap just for a couple of minutes. To my amazement, your staff sent me the article https://support.microsoft.com/help/4023454/safety-information to inform me that the device can generate a lot of heat and I should be careful not to get myself scorched. 

I have been using a laptop for many years by now, and I put it on my lap to use it at least twice a week, because in these meetings there is no table for me to put the laptop. The reality is the Microsoft Surface Laptop is the first laptop that I have that have this heat problem and it has scorched my lap several times. It is a known safety hazard at least for me.

I was offered another refurbished laptop and she said that it will not guarantee that it will solve the problem, and she will proceed to close the case.

I was again very hopeful when I received the refurbished laptop this evening. However, it was again very short lived. It just started to get extremely hot when I tried to set it up. I can feel the heat on the keyboard as well. I have already spent more then an hour on it, it is extremely agonizing for me as a consumer, since it started on 9 Aug 2019.

This is already the 4th set, I am just wondering what is Microsoft going to do next?

Please kindly advise.

JC88888

 

Hi Mr. Bill Gates and whom it may concern,

I paid a high price to purchase a premium laptop, to use it as a laptop, that is, to put it on my lap to use it as this has been my basic requirement for more than 10 if not 20 years. I am now advised to put it on the desk to avoid being scorched or burned, which means it becomes a desktop. This is a breach of contract that the laptop that I bought is not functioning as it should be.

I did a search on the International Standards for Safety (IEC 60950-1 and IEC 62368), which Microsoft referred to, and found the reference document, https://www.cui.com/catalog/resource/iec-62368-1-an-introduction-to-the-new-safety-standard-for-ict-and-av-equipment.pdf. I have snipped the relevant portions of the standards to attach them here.

As indicated in my earlier mail, the laptop shot up to a temperature of 79 °C. It definitely fell within Class 2: Painful, but not an injury, or even the possibility of Class 3: Injury.

So, it is still my simple requirement, I just want a laptop that is free of defects and danger of being scorched or burned, or otherwise, a refund for breach of contract that the laptop is not functioning as what it should be.

I have always respected Microsoft as a socially responsible international MNC, I hope that you will uphold your brand name and ethnical practices, and not leave me in a dilemma of closing the case and not responding to my emails or resort to locking the previous discussion.

Please kindly advise on the procedure.

Thanks.

JC88888

Hi Edgar,

I have not heard from Microsoft.

Kindly advise on next step.

Thanks. 

JC888888

Hi Alicia and Edgar,

It is the 4th Surface Laptop and they have the same high heat generated problem of 79 degree Celsius. Hot enough to cook a half boiled egg. 

I am still waiting for a reply from Microsoft.

JC88888

Hi Alcyran,

Thank you for your call on 30 Oct 2019 (Wed) and escalating the case to your Tier 3 colleague.

I have gone through the same process of escalating to your AP Tier 1, 2 and 3 colleagues, without any resolution. I then have to escalate it to your senior executives, and your Corporate US colleague. Again, they brought me to the same process. The reply I received was the device may generate a lot of heat and I should avoid being scorched. Your colleague just made the arrangement for the 3^rd refurnished set and told me that it might not solve the problem and Microsoft will close the case.

Now, AP is taking responsibility for the case again. When we spoke on 30 Oct, you admitted that there were other customers who got scorched like me. After spending another few weeks bringing me through the same process all over again, I am now informed in the below mail that when the Surface runs hot, it will shut down before it hits a dangerous level.

As mentioned in my several earlier mails, the issue is not whether it will shut down when it reaches a dangerous level. The issue is I have spent much time performing all those resets recommended by Microsoft, and the current 3^rd refurbished set has the same heat problem, that is going up to 80 degrees Celsius. The heat generated is scorching my lap each time I use it. As I am trained in Engineering, it leads me to conclude that it is a design problem. Microsoft is subjecting me, as a consumer, to a known safety hazard.

The Surface Laptop is also not functioning as a laptop, where I must put it on my lap to use it, as explained in my earlier mails. In those meetings that I attend every week, there is no desk where I can put the laptop. Instead, your colleague mentioned that I should put it on the desk. It is ironical, that I had previous laptops that I have used for more than 10 years, if not 20 years. I put it on my lap to use and I did not experience any scorching at all. If I want to use it on the desk, I could have bought a desktop which costs me much lesser than the Surface Laptop which I had paid a high price.

I do not how to describe another problem that I am encountering. After talking to a friend today, perhaps the best way to describe it is I can feel as if the current is running through the chassis of the laptop and I can feel the back part of the screen vibrating.   

As I have written 2 emails to your senior executives urging them to investigate the matter, and I do not know will they inform about the case. I hope that the case could be forwarded to them for evaluation.

The case has been outstanding since 9 Aug, which soon will be 4 months. I now want to claim for compensation, as I do not feel safe using it for the past 4 months after being scorched each time I use it, and also for the amount of time that I have spent writing and repeating my case to more than 15 of your colleagues by now.

I will be writing to your senior executive again. At the same time, as Microsoft is not able to resolve the dispute, I will file an official consumer dispute with the regulatory authority.

Please advise on what Microsoft is going to do next.

I will like to appeal to other Surface users to highlight the issue if you have encountered the same heat problem.   

Thanks.

JC88888  

Ps: Kindly note that the laptop temperature is at 72 degrees Celsius now.

--

Microsoft Customer Support*** Email address is removed for privacy ***

1 Nov at 6:09 am

MICROSOFT SURFACE

Hello XXXXXX,

Good day!

This is a follow-up email regarding our refund request or upgrade replacement device. I received a response from the tier 3 support who handle cases like this. I regret to inform you that our request was denied and they adviced to perform a series of troubleshooting steps or process a replacement order.

As per tier 3, Surface's will run hot, but they will shut down before it hits a dangerous level.

If you have any questions or concerns, please let me know by responding to this email.

Best regards,

Alcyran C.

Surface Consumer Support – APAC-ANZ | Tier 2 Technical Specialist

Hi,

I think it is not very professional to lock the thread of discussion, while Microsoft mentioned that they are not going to do anything and close the case. I do not know who to work with as suggested by your Moderator. 

JC8888

JC88888

--

2019-10-05 

Dear Mr. Bill Gates,

It is with the uttermost respect for Microsoft as a top MNC in the world that I am writing this mail.

As your front-line Tier 1, 2, 3 and Peer-to-Peer managers are not empowered to make the decision, I am writing to you or someone who can decide on an amicable resolution.

New Surface Laptop

I like the elegant design of the Microsoft Surface laptop. As I recognized Microsoft as a great brand name, I did not hesitate to purchase it, even without reading any review about the product (with much regrets).   

It is unfortunate that when I started using and put the laptop on my lap when I found it scorching my skins. I happened to be with a group of friends, and they were all surprised of the amount of heat generated. To prevent it from scorching me further, I had to put the laptop sleeve below it when I used it after the incident.

When I spoke to a Microsoft retail staff, I was told that Microsoft does not have a service center in Singapore. I could raise a ticket and the service center might grant an exchange for a refurbished set. Having paid a premium price, I was very reluctant to exchange my new laptop for a refurbished set.  However, the issue of the heat generated and burning my skins bothered me greatly.

When I eventually contacted the call center on 9 Aug 2019, I was asked to perform a series of tests and generate various reports, which took up a lot of my time. I was told to return my laptop in exchange for a refurbished set. With much reluctant, I proceeded after the agent assured me that the refurbished set would have gone through many stringent tests.

First refurbished set

To my great disappointment, the refurbished set has the same heat problem. I was asked to try different ways of resetting the laptop over a couple of nights, and eventually, the laptop crashed even when I followed the steps closely. When I found out from the various blogs about the heat problem, my confidence in the product was greatly affected.

When the service center offered me another refurbished set, I told them that I have already spent many my nights and weekends trying to sort out the laptop problem. I was given the assurance that the second refurbished set would be tested before Microsoft sent it to me. I told your staff that in all fairness to me I would want a refund if the second set does not work.

Second refurbished set

I was very hopeful when I started setting up the laptop. However, it was very short-lived. It generated much more heat compared to the previous 2 laptops.

I have cooperated in diligently following the instructions and doing all the necessary that I know-how. I realized that the case which was started on 9 Aug 2019, was closed several times and new requests were generated in the system. I have to repeat my case to now more than a dozen agents and spending at least 45 mins or more in each situation going through the case. I had also written numerous emails asking for a resolution and I was directed again and again to provide more information.

The Tier 1 manager told me he only has the authority to grant replacement for a refurbished set.

The Tier 2 staff asked me to explain to him my case all over again and informed me that the case was escalated to Tier 3.

I learned from the Tier 1 manager, that the Tier 3 staff replied that there is no refund policy for purchases in Singapore. I found it difficult to accept this, as Microsoft is one of the largest companies in the world, with the AP office in Singapore, and a refund cannot be done in Singapore. The contradiction was I was told, a refund will only be granted within the first 30 days. If I have known, I will have done so much earlier.

Resolution 

I spoke to Tier 1 manager again on 29 Sep and was told that if I wish I can send back the second refurbished set for another refurnished set. Apparently, even if I agreed to the third replacement and it does not work, your staff is not empowered to make an S$2000 over dollars refund decision. 

I also spent another hour with a Tier 1 agent this morning on 5 Oct, and another 30 minutes with the Tier 2 Technical Specialist, and was told to accept another refurbished set....

I hope that you can empathize with me as a consumer. I have been very cooperative and had already spent so much time on the issue since 9 Aug and it is already 2 months. Yet, the answer given to me is, there will not be any refund and I ‘just have to accept it (whether it works or not)’.

As I have already spent many nights and weekends trying to resolve this issue and I see it going nowhere. I have requested them to escalate my case to higher authority that can make a decision. The amount of time spent by your staff on this case and the courier service might have cost much more. I am just a consumer, who had paid a high price with the expectation that it is a high-quality premium product. 

I mentioned to your staff that I do not wish to put Microsoft, which I highly respect in a bad light. Unfortunately, they are not empowered to make a decision and has to let the case drags on. I do not know how much longer the case will go on, and I sincerely hope that you or a senior staff will review through the case notes and conversation recordings, and provide an amicable resolution to refund me the money I paid and let life moves on. 

With due respect from a highly frustrated customer.

Frustrated customer 88888 

--

2019-10-23

Dear Mr. Bill Gates, 

I was very hopeful when your corporate staff investigated my case.

Instead of a resolution, I was brought through another round of spin actions that had lasted for another 3 weeks. During this period I have sent your staff photos of scorched marks when I placed the laptop on my lap just for a couple of minutes. To my amazement, your staff sent me the article https://support.microsoft.com/help/4023454/safety-information to inform me that the device can generate a lot of heat and I should be careful not to get myself scorched. 

I have been using a laptop for many years by now, and I put it on my lap to use it at least twice a week, because in these meetings there is no table for me to put the laptop. The reality is the Microsoft Surface Laptop is the first laptop that I have that have this heat problem and it has scorched my lap several times. It is a known safety hazard at least for me.

I was offered another refurbished laptop and she said that it will not guarantee that it will solve the problem, and she will proceed to close the case.

I was again very hopeful when I received the refurbished laptop this evening. However, it was again very short lived. It just started to get extremely hot when I tried to set it up. I can feel the heat on the keyboard as well. I have already spent more then an hour on it, it is extremely agonizing for me as a consumer, since it started on 9 Aug 2019.

This is already the 4th set, I am just wondering what is Microsoft going to do next?

Please kindly advise.

JC88888

 

Hi Mr. Bill Gates and whom it may concern,

I paid a high price to purchase a premium laptop, to use it as a laptop, that is, to put it on my lap to use it as this has been my basic requirement for more than 10 if not 20 years. I am now advised to put it on the desk to avoid being scorched or burned, which means it becomes a desktop. This is a breach of contract that the laptop that I bought is not functioning as it should be.

I did a search on the International Standards for Safety (IEC 60950-1 and IEC 62368), which Microsoft referred to, and found the reference document, https://www.cui.com/catalog/resource/iec-62368-1-an-introduction-to-the-new-safety-standard-for-ict-and-av-equipment.pdf. I have snipped the relevant portions of the standards to attach them here.

As indicated in my earlier mail, the laptop shot up to a temperature of 79 °C. It definitely fell within Class 2: Painful, but not an injury, or even the possibility of Class 3: Injury.

So, it is still my simple requirement, I just want a laptop that is free of defects and danger of being scorched or burned, or otherwise, a refund for breach of contract that the laptop is not functioning as what it should be.

I have always respected Microsoft as a socially responsible international MNC, I hope that you will uphold your brand name and ethnical practices, and not leave me in a dilemma of closing the case and not responding to my emails or resort to locking the previous discussion.

Please kindly advise on the procedure.

Thanks.

JC88888

Hi Edgar,

I have not heard from Microsoft.

Kindly advise on next step.

Thanks. 

JC888888

Hi Alicia and Edgar,

It is the 4th Surface Laptop and they have the same high heat generated problem of 79 degree Celsius. Hot enough to cook a half boiled egg. 

I am still waiting for a reply from Microsoft.

JC88888

Hi Alcyran,

Thank you for your call on 30 Oct 2019 (Wed) and escalating the case to your Tier 3 colleague.

I have gone through the same process of escalating to your AP Tier 1, 2 and 3 colleagues, without any resolution. I then have to escalate it to your senior executives, and your Corporate US colleague. Again, they brought me to the same process. The reply I received was the device may generate a lot of heat and I should avoid being scorched. Your colleague just made the arrangement for the 3^rd refurnished set and told me that it might not solve the problem and Microsoft will close the case.

Now, AP is taking responsibility for the case again. When we spoke on 30 Oct, you admitted that there were other customers who got scorched like me. After spending another few weeks bringing me through the same process all over again, I am now informed in the below mail that when the Surface runs hot, it will shut down before it hits a dangerous level.

As mentioned in my several earlier mails, the issue is not whether it will shut down when it reaches a dangerous level. The issue is I have spent much time performing all those resets recommended by Microsoft, and the current 3^rd refurbished set has the same heat problem, that is going up to 80 degrees Celsius. The heat generated is scorching my lap each time I use it. As I am trained in Engineering, it leads me to conclude that it is a design problem. Microsoft is subjecting me, as a consumer, to a known safety hazard.

The Surface Laptop is also not functioning as a laptop, where I must put it on my lap to use it, as explained in my earlier mails. In those meetings that I attend every week, there is no desk where I can put the laptop. Instead, your colleague mentioned that I should put it on the desk. It is ironical, that I had previous laptops that I have used for more than 10 years, if not 20 years. I put it on my lap to use and I did not experience any scorching at all. If I want to use it on the desk, I could have bought a desktop which costs me much lesser than the Surface Laptop which I had paid a high price.

I do not how to describe another problem that I am encountering. After talking to a friend today, perhaps the best way to describe it is I can feel as if the current is running through the chassis of the laptop and I can feel the back part of the screen vibrating.   

As I have written 2 emails to your senior executives urging them to investigate the matter, and I do not know will they inform about the case. I hope that the case could be forwarded to them for evaluation.

The case has been outstanding since 9 Aug, which soon will be 4 months. I now want to claim for compensation, as I do not feel safe using it for the past 4 months after being scorched each time I use it, and also for the amount of time that I have spent writing and repeating my case to more than 15 of your colleagues by now.

I will be writing to your senior executive again. At the same time, as Microsoft is not able to resolve the dispute, I will file an official consumer dispute with the regulatory authority.

Please advise on what Microsoft is going to do next.

I will like to appeal to other Surface users to highlight the issue if you have encountered the same heat problem.   

Thanks.

JC88888  

Ps: Kindly note that the laptop temperature is at 72 degrees Celsius now.

--

Microsoft Customer Support <*** Email address is removed for privacy ***>

1 Nov at 6:09 am

MICROSOFT SURFACE

Hello XXXXXX,

Good day!

This is a follow-up email regarding our refund request or upgrade replacement device. I received a response from the tier 3 support who handle cases like this. I regret to inform you that our request was denied and they adviced to perform a series of troubleshooting steps or process a replacement order.

As per tier 3, Surface's will run hot, but they will shut down before it hits a dangerous level.

If you have any questions or concerns, please let me know by responding to this email.

Best regards,

Alcyran C.

Surface Consumer Support – APAC-ANZ | Tier 2 Technical Specialist

URGENT attention required: Letter of complaint - Safety Hazard

Dear Mr. Bill Gates and Satya Nadella,

This is the third email that I am writing to you to address a safety hazard which is putting me at risk.

I hope you will investigate the case and provide a resolution.

Thank you for your kind attention.

JC88888

Hi Alcryan,

Thank you for answering the call, which I have waited for more than an hour.

As I mentioned to you in previous mails, I have spent many hours performing all the different ways of resetting that was suggested. I already had 3 refurbished set that did not work. You mentioned that if the 4^th the refurnished set does not work, Microsoft will again send me another refurbished set.

As I mentioned, I understand that your Tier 1, 2 and 3 colleagues are not empowered as front-line staff. However, I am totally upset to hear that there is nothing else Microsoft can do as a well-respected MNC. I will have to live with the problem with the possibility of being scorched or burnt.

I have requested you, as the Tier 2 Specialist, to forward or provide me with an email address that I could write to regarding this case. However, you mentioned that your internal process does not allow you to escalate it beyond Tier 3.

Dear Mr. Bill Gates and Mr. Satya Nadella,

I hope that you or a senior Microsoft executive is reading this feedback. It has subjected me to much distressed and spending many hours over this same issue. It is the third time the issues have been spinning around the Asia Pacific office, and then to the US, and now back to the Asia Pacific again, and it is heading a dead end. I was told again there is no other way that Microsoft could resolve this dispute and your Tier 3's decision is final.

Please see the screenshot on the temperature on the laptop, which is at 79 degrees Celcius. This high temperature is unacceptable to me. 

As requested, I have again attached the 2 pictures on 2 previous occasions when my lap was scorched.

I hope that Microsoft as a socially responsible and ethical company will investigate this safety concern urgently and not expose your consumers to a safety hazard and yet turn a deaf ear to our feedback.

Thank you for your kind attention.

JC88888

Please see attached.

Thanks.

JC88888

Hi Julia,

Thank you for your email. I trust that you had listened through all the conversations and read through all my correspondences with Microsoft, giving details on the issues with more than 15 or by now should be 18 agents.

I had explained in my many emails that I have brought the laptop for personal in meetings that I attend at least twice a week and there is no desk for me to put the LAPTOP and I have to put the LAPTOP on my lap. I have been putting past laptops on my lap for more than 10 if not 20 years, and I did not have any issues. I was told by your colleague that I should put it on the desk. Since the LAPTOP cannot function as a laptop, it is a breach of contract on its usage.

Currently, each time I use the device, it is at above 70 degrees and even went up to 80 degrees Celsius. Despite your engineer mentioned it is within safety limit, it had scorched me several times, and each time I used the device it scorched my hands and lap again and again. Imagine putting an 80 degrees Celsius hot iron on your lap for at least 2 hours for each meeting, 2 times a week.

I already had 3 refurbished laptops with the same high heat generated problem. Each time I was told that I will be given a fully tested Microsoft re-certification refurnished set. Each time I was very hopeful, but it still ended up with the same HIGH HEAT GENERATING PROBLEM. As I am trained in Engineering, it leads me to conclude that there is a design problem and that is another reason why I asked for a refund, though your colleague has even offered me a new replacement set much earlier.

I really cannot bear to use a device of known hazard that will scorch and burn my skin, and trust that you will arrange for a replacement set that is free from this problem.

Dear Mr. Bill Gates and Mr. Satya Nadella,

I have received an email from the WDG Support Agent informing me that the device is within the safety limit. It sounded ironic to me, as I get scorched each time I used it. She has again kindly offered me another replacement, which I already had 3 replacements with the same problem. The other agents that I spoke to earlier told me they could not guarantee that the replacement set will be free from this problem. So, I do not understand why Microsoft has to bring me through another round of spins again when it is a dead end. 

I was informed that Mr. Bill Gates and Mr. Satya Nadella received my resolution dispute regarding my refund request for your Surface Laptop. Despite me showing my scorched marks, I am surprised that Microsoft cannot or is not willing to make a simple $2000+ decision and has to subject its consumers to a safety hazard and spending so much time and energy since 9 Aug 2019, and yet it still ended up in futility.

I have done what I could to avoid complications. Since Microsoft is sticking with its position, I have no other choice but to file a report with the Arbitrary Authority to seek redress.

Thank you for your kind attention but after 4 months it is just not working.

JC88888

Hi Julia,

Thank you for your email. I trust that you had listened through all the conversations and read through all my correspondences with Microsoft, giving details on the issues with more than 15 or by now should be 18 agents.

I had explained in my many emails that I have brought the laptop for personal in meetings that I attend at least twice a week and there is no desk for me to put the LAPTOP and I have to put the LAPTOP on my lap. I have been putting past laptops on my lap for more than 10 if not 20 years, and I did not have any issues. I was told by your colleague that I should put it on the desk. Since the LAPTOP cannot function as a laptop, it is a breach of contract on its usage.

Currently, each time I use the device, it is at above 70 degrees and even went up to 80 degrees Celsius. Despite your engineer mentioned it is within safety limit, it had scorched me several times, and each time I used the device it scorched my hands and lap again and again. Imagine putting an 80 degrees Celsius hot iron on your lap for at least 2 hours for each meeting, 2 times a week.

I already had 3 refurbished laptops with the same high heat generated problem. Each time I was told that I will be given a fully tested Microsoft re-certification refurnished set. Each time I was very hopeful, but it still ended up with the same HIGH HEAT GENERATING PROBLEM. As I am trained in Engineering, it leads me to conclude that there is a design problem and that is another reason why I asked for a refund, though your colleague has even offered me a new replacement set much earlier.

I really cannot bear to use a device of known hazard that will scorch and burn my skin, and trust that you will arrange for a replacement set that is free from this problem.

Dear Mr. Bill Gates and Mr. Satya Nadella,

I have received an email from the WDG Support Agent informing me that the device is within the safety limit. It sounded ironic to me, as I get scorched each time I used it. She has again kindly offered me another replacement, which I already had 3 replacements with the same problem. The other agents that I spoke to earlier told me they could not guarantee that the replacement set will be free from this problem. So, I do not understand why Microsoft has to bring me through another round of spins again when it is a dead end. 

I was informed that Mr. Bill Gates and Mr. Satya Nadella received my resolution dispute regarding my refund request for your Surface Laptop. Despite me showing my scorched marks, I am surprised that Microsoft cannot or is not willing to make a simple $2000+ decision and has to subject its consumers to a safety hazard and spending so much time and energy since 9 Aug 2019, and yet it still ended up in futility.

I have done what I could to avoid complications. Since Microsoft is sticking with its position, I have no other choice but to file a report with the Arbitrary Authority to seek redress.

Thank you for your kind attention but after 4 months it is just not working.

Hi Julia,

You may wish to note that the temperature is now above 80 degrees Celcius. I hope that your engineering colleagues can leave it on their lap for 2 hours and let me know whether their skins get burned and they still feel safe.

Thanks.

JC88888