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2 posts

Wannabe Geek


# 214099 27-Apr-2017 19:59
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Have lurked now and then on these forums for a bit hah but first time poster...

My friend recently purchased a Microsoft Surface Book and subsequently discovered that the screen battery does not work. She is Middle Eastern and purchased the device in Dubai on her way to New Zealand. She can use the device but can't detach the screen which is vital for her job.  It has been confirmed as hardware issue by Microsoft support and that the device needs to be replaced. The product was registered in the Microsoft US region.

The Dubai company states that the device must be physically returned to them for a replacement to be given. This is impracticable as she now resides here and sending the device is also very expensive.

We have had extensive talks with Microsoft NZ and Microsoft US and have been left in bureaucratic limbo. Microsoft US states that a replacement can only be sent to a North American address as that is where the product was registered. Meanwhile, Microsoft NZ says that it can only be dealt with by Microsoft US as the product is registered in that region. So we've been passed between both regional areas constantly with no resolution.

We just find it ridiculous as this is a premium product and that Microsoft can't offer a solution.

In any case it seems that we will have to ship the device to the US at our own cost. Does anyone have any advice as to the cheapest and safest way to do this from New Zealand?

Or... anyone with any friends in Microsoft NZ hah? :P;


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  # 1771509 27-Apr-2017 20:23
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Have you rung the Surface support number and they have advised you that this needs to be sent to US? My understanding is that and I have had first hand experience with warranty claims for Microsoft hardware purchased from US replaced under warranty in NZ (Surface RT) and Australia (Microsoft Band) as both these products are sold in NZ or Australia. If the products are sold in NZ or AU (same specs model ofcourse) then they should be able to handle the warranty locally for you unless it's a SKU they don't sell here. How and why did she register the product in US? I never register them until a warranty issue arises. If you check Microsoft Store NZ or Microsoft Store AU, can you see the SKU for sale on these websites?




Do whatever you want to do man.

  

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  # 1771511 27-Apr-2017 20:25
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Send it back to wherever it has to go to be replaced. Regardless of cost that's cheaper than buying a new device, and you're unlikely to win if the vendor warranty documentation is clear.

 

Use youshop so you have a USA address.


 
 
 
 




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Wannabe Geek


  # 1771559 27-Apr-2017 21:19
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billgates: Have you rung the Surface support number and they have advised you that this needs to be sent to US? My understanding is that and I have had first hand experience with warranty claims for Microsoft hardware purchased from US replaced under warranty in NZ (Surface RT) and Australia (Microsoft Band) as both these products are sold in NZ or Australia. If the products are sold in NZ or AU (same specs model ofcourse) then they should be able to handle the warranty locally for you unless it's a SKU they don't sell here. How and why did she register the product in US? I never register them until a warranty issue arises. If you check Microsoft Store NZ or Microsoft Store AU, can you see the SKU for sale on these websites?

 

Sorry, that wasn't clear. It was a third-party reseller, so presumably they registered it there? In any case, Microsoft NZ have made it very clear that they can't replace it and that it must be shipped to the US.

 

timmmay: Send it back to wherever it has to go to be replaced. Regardless of cost that's cheaper than buying a new device, and you're unlikely to win if the vendor warranty documentation is clear.

 

Use youshop so you have a USA address.

 

Actually a US address is no issue but it's more a problem of safely shipping the device there. It's a very expensive item, so would need it very carefully handled. Would NZ Post suffice?


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