Ali C.

Beware of Microsoft! Microsoft does NOT stand behind it's products. I have a Surface Pro 3 that I purchased in June 2014 and was great until recently. I only use it about twice per week, it is kept in pristine condition. Microsoft sent out a firmware update a few weeks ago that destroyed my Marvel Avistar wireless network controller in the Surface. I spent 6 hours on the phone with Ryan at Microsoft the first day I called. After many troubleshooting steps, we set it back to factory settings, still no wireless controller, not even the wireless icon. The call was conveniently disconnected and I never heard from him again! I had called back and was old by the next rep that there was no ticket logged and he could find any record of my issue and working with Ryan. So, after a few days I called back and spoke to anohter rep, John, I believe. He opened a ticket and worked with me for over an hour and conveniently again, the call was disconnected. I immediately called back and was told by the rep that answered that John had gotten another call before he realized my call was dropped, and John would call me back within an hour. I never heard from John again! Again, a few days later I called back - I am not remotely happy at this point and do not appreciate going over the details of my issue over and over again. This time a female rep answered and I gave her my entire story AGAIN. And AGAIN, my call was conveniently disconnected! Guess what? She did not call me back! I immediately called back and spilled to the next one my story yet AGAIN. He then told me after reviewing my case, that it looks like Microsoft support had "done all they coulld do" at this point, I am out of warranty, so my only option is to PAY to send my pristine unit back and have it replaced with a used unit! Microsoft will not even fix MY surface. A used unit is not acceptible. And, they did not even try to offer any other options.

The worst part of their so called Customer Support is that each of these reps immediately asked for my call back number as soon as they took my call, yet none of them called me back when my calls were so conveniently disconnected.

If you look online at this wireless controller, it has been an know problem for Microsoft since the early Surfaces. They know about it! I read hundreds of online posts regarding this wireless controller not working after an update. NONE of the troubleshooting steps worked to bring it back. Hundreds of other Microsoft customers have this same problem, yet Microsoft is not taking responsiblity. I cannot afford to spend $1500 on a computer that will die in just over two years and Microsoft not back their own product. And, by the way, the $1500 did not include the type cover and case that I purchased for it at the same time. For additional protection, I even put a $40 glass screen protector on it to keep it in exellent condition - the way I keep all of my electronic devices including my mobile phone. And now, it is worthless. And Microsoft is as worthless as my dead unit for putting me through this when I was trying to get support, and then telling me there's nothing else they can do.

Have they even thought about the FACT that

A MICROSOFT firmware update was sent to a MICROSOFT device and destroyed the wireless network controller in the MICROSOFT device? That is the bottom line. Their own update destroyed their own product! And now, I have no Surface, which i paid $1500 for, got the largest processor, the largest storage, the best unit offered, and I have nothing and MICROSOFT DOES NOT CARE! I will NEVER purchase another Microsoft device again and I will share this with millions of people everywhere to ensure no one else ends up with the raw deal from Microsoft that I did.