Microsoft’s Warranty Service Has Retained a Customer

I'm a staunchly anti-apple man… But over the years my attitude on this has slowly been changing. Microsoft really grabbed my attention with the Surface Pro line of hybrid tablets, so much so that I got a Surface Pro 2 for work. Unfortunately it hasn't been all smooth sailing from there — so much so that I almost defected.

The build quality of the Surface Pro was excellent — but the software never matched up. Constant issues plagued the Pro line, waking up from sleep when in my bag, overheating, poor battery life and other errors meant that the overall experience of owning a Surface Pro let me down.

The other day I started a new warranty process with Microsoft. I'm always begrudge to do this as it generally means a complete new start on a new machine — a time consuming and annoying process. But the process was quick and efficient and soon I was without a laptop.

Today, smack on a week later I received a replacement from Microsoft. A quicker turn around than I was expecting, which was greatly appreciated.

But something was different. It wasn't the Surface Pro 2 I’d been lugging around for almost 2 years, but a Surface Pro 3 — new, matching keyboard included!

I'm not 100% sure on what would have prompted Microsoft to make this exchange. But based off my issues with getting a replacement charger sent out when I had issues with it, I’d hazard to say it is because they don’t keep around stock of a two generation old machine — even refurbs. But non-the-less the joy I had at seeing a new and updated machine removed any disdain I had for the inconvenience of another warranty job.

Bravo Microsoft. Whilst their support team has always been efficient, this replacement machine was a step beyond the level of service I expected to receive. Looks like you’ll keep me as a customer for years yet!