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)?
