Surface Pro 4 Screen Popped out and Extended Warranty Purchased Says it Doesnt Cover It? What Are My Options Please?

Aerith-Waifu on 06/09/2018 - 18:17
Last edited 06/09/2018 - 18:18

Hi Guys,

Bit of an odd thing happening.

My mother bought a surface pro 4 (two and half years ago) at jb hifi for me and it cost $2800 at the time. She also purchased extended warranty at the time and the person sold it to her said the computer will be covered if its faulty within the extended warranty time. (unless I broken it by purpose)

About 2 weeks ago the screen of the Surface Pro 4 popped out like this one here and it gotten really bad:

https://www.google.com.au/search?q=surface+pro+4+screen+popp…

So I called the JB HIFi and they said because its over the 2 year period, I should refer the problem to the Extended Warranty Place. Well when I called the extended warranty place I described the problem the person on the other end said they only fix it due to electrical faults and the screen popped out was due to manufacturer fault. I said it wasnt mentioned at the time of the extended warranty purchase and she got all defensive saying I had the 2 weeks to read the extended warranty and if I am not happy with it I should have taken it back and get the extended warranty refunded, thing is it was a New Year present for me and I didnt get it until after about 3 weeks.

Since the item cost around $2800 at the time I thought it should at least last a bit more than 2 and half years.

So what are my options here?

Thanks many

Computing

Comments

  • HighAndDry on 06/09/2018 - 18:27

    I said it wasnt mentioned at the time of the extended warranty purchase and she got all defensive saying I had the 2 weeks to read the extended warranty and if I am not happy with it I should have taken it back and get the extended warranty refunded, thing is it was a New Year present for me and I didnt get it until after about 3 weeks.

    This isn't really all that important but I want to get it out of the way: She's right. Just because [insert reason] you didn't read what you bought (or what was bought for you), doesn't really give you any extra rights. But that's besides the point, because…

    This seems to be a known issue for the Surface Pro for Microsoft, so your best bet is probably going to a Microsoft Store and talking to someone in person. Because it is a known issue (the battery is bulging causing the screen to pop out), MS don't seem to be fighting (at all) to repairing or replacing units that show this problem and store managers apparently have discretion to replace outside of warranty. 2.5yrs seems close enough to the 2yr warranty period that I'd expect them to deal with it.

    • Aerith-Waifu on 06/09/2018 - 18:37

      Sorry you mean even though I bought the item at JB Hi Fi, I can go to a microsoft shop to maybe get them to have a look at this?

      • HighAndDry on 06/09/2018 - 18:42

        Yes. It's a known manufacturing fault with some Surface Pro 4s that's fairly common and that MS is aware of (battery defect causing it to bulge, causing screen to pop out*), so Microsoft have been dealing with it directly without needing customers to go through the retailer. This isn't too uncommon with bigger manufacturers with a physical retail presence, because it makes it easier for both customers (so good PR) and for MS (so less costs of dealing through a 3rd party (the retailer)).

        *I'm assuming, since you don't have photos or a better description, that that's the issue here.

        • [Deactivated] on 06/09/2018 - 19:47

          call up microsoft and see how they treat you. mention that Apple has replaced things for you out of warranty and within 3 years under ACL rights (they have for me, so just say it was you).

          i recently had this exact same problem on an old iphone. i just bought a new battery and installed it myself but that's different as i had little to lose.

          i'd mention that it's also a serious fire hazard (as bulging batteries are) and that i would be holding microsoft liable for any fire damage if the battery were to explode (given that it has been reported)

          get emails/phone id of person you are talking to/ticket number.

          be polite and politely remind then that it was a near $3k device that you would expect to have lasted a minimum of 3 years.

          once fixed sell it asap on ebay and buy a new one

        • HighAndDry on 06/09/2018 - 19:48
          +1

          @b0rat:

          i'd mention that it's also a serious fire hazard (as bulging batteries are)

          Oh yeah forgot to mention this: definitely also a reason MS are being pretty proactive and playing nice with the issue. OP doesn't need to give them the full bore double barrel from the get-go. Ask nicely and if they make it difficult, then escalate.

        • [Deactivated] on 06/09/2018 - 19:50

          @HighAndDry: yeah just start with the fire hazard and see where it leads

          if they seem like they want to brush you off, say "oh didn't samsung have a major recall of their phones because of potentially exploding batteries"?

        • GangGang on 06/09/2018 - 19:51

          I've never dealt with MS. I've always found it easier to deal with the manufacturer then with the retailer. Especially with out of warranty situations.

        • HighAndDry on 06/09/2018 - 19:51

          @b0rat: That's probably now a case-study on how to PR-manage product defects in some MBA course.

        • HighAndDry on 06/09/2018 - 19:52

          @GangGang: Same. I get that the ACL gives you rights direct with the retailer, but I've also had better luck dealing with manufacturers than with retailers - mostly because I think if you're like me, you only bother for bigger defects, and those reflect on the manufacturer's reputation a lot more than it does a random retailer.

        • [Deactivated] on 06/09/2018 - 20:45
          +1

          @HighAndDry: true, and it's not worth going in making threats, calling ACCC etc. on a local retailer that you may need to use again! sometimes i've even paid postage just to avoid the trouble of going through the courts.

        • Aerith-Waifu on 06/09/2018 - 21:18

          Oh interesting to know, I will call up microsoft and see what they say about it.

  • JimmyF on 06/09/2018 - 18:33

    Pictures of your unit?

    • Aerith-Waifu on 06/09/2018 - 18:37

      Very similar to the one you see on the link, as I dont know how to put a photo here

  • follow on 06/09/2018 - 18:48
    +1

    tell them you dont want to use your extended warranty and want to use the consumer guarantees provided under ACL

    • JimmyF on 06/09/2018 - 19:04
      -2

      Doesn't work like that.

      • follow on 06/09/2018 - 19:05
        +1

        why not? 2.5 years is a reasonable time to expect it to last.

      • Diji1 on 06/09/2018 - 20:00

        Yes it does.

        Warranties are worthless if the item is covered under ACL.

        So paying extra is just paying for rights you already have.

        • HighAndDry on 06/09/2018 - 20:06

          Extended warranties cover things that the ACL does not. It can also cover a longer timeframe than the ACL.

    • BertieBrown on 06/09/2018 - 19:05

      I think this is likely to be the best option for you OP, if MS won’t come to the party and fix it.

    • whooah1979 on 06/09/2018 - 21:07

      extended warranty

      the issuer of the extended warranty is not required to provide a remedy for a screen pop out if it wasn't included in the policy at the time it was purchased.

      • follow on 06/09/2018 - 21:18

        i meant jb.

      • Aerith-Waifu on 06/09/2018 - 21:20

        Ok sounds like I might have to go with the ACL if Microsoft doesnt do it for me.

        I personally would not buy the extended warranty but my mother said to me the guy says ANY FAULT they will fix it for free so she bought it.

        I guess cant trust the guys selling them.

        By the way is it possible the person sold the Extended Warranty get some kind of KPI or something? As she remember it clearly that he was pushing it pretty hard

        • HighAndDry on 06/09/2018 - 21:34
          +1

          Definitely. Not just KPI - extended warranties usually also just higher margins which is bling bling for their commissions.

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