Surface Support Rocks

Or, How Microsoft Decimates Nokia in Customer Service

I mentioned previously that I have a Surface Pro (1st edition model).  I also mentioned that at some point I would post a full review of it — but I’ve been exceedingly lazy about that in the recent past.  Don’t expect that to change today.  I will pass along quickly that I think the device is awesome, I use it as my daily driver for all of my work, and short of a slightly underpowered GPU and less battery life than I’d really prefer (about 6 hours), it’s an awesome device.

In any case, last week I was noodling with it and opened up the Camera app to find that my Surface Pro did not recognize the front-facing camera.  Having had the device for 7-8 months at this point, I was surprised I hadn’t noticed sooner.  I went to Microsoft’s Surface Pro support site (which is really, really well done) and within 5 minutes was able to create an RMA with an Advanced Replacement device being shipped overnight, a package to return the defective one, and a shipping label to make the entire process $0.00 for me.

As expected, the following day, a brand new Surface Pro arrived and I spent an hour or so with a tool called Reflect to image it with the content from my previous device.  It worked like a charm and when it booted off of my new image, the front facing camera worked.  I wiped my old Surface Pro back to factory, stuck it in the box, taped it up, slapped the included label on it and dropped it in a drop-off box.  Total turn-around time from me opening RMA to having a replacement device that was imaged and ready to go was less than 36 hours.

I’m mentioning this solely to point out the difference in behavior between Microsoft and Nokia.  You may remember in my previous Nokia rant that all they offered was for me to pay to ship my obviously defective device to them, wait 2-3 weeks, and then perhaps maybe if they decided that my battery life really was not as good as it had been promised (judging by the reaction on their forums, they seem to believe 3 hours of idle time on a fully charged battery to full discharge is OK), and maybe — JUST MAYBE — replace the phone.

The devices are closer in ‘true’ cost than you’d think.  Buying a Lumia 920 out of contract when it was new is a $500+tax+tag+title ordeal, and buying a Surface Pro (depending on model) is $700.

In short, fuck you again Nokia.  Dealing with (nearly) every other company in the world continually reminds me of how shitty your customer service is.  I hope you all rot and your stupid shitty phones don’t sell.  Dicks.