I’m writing on behalf of my mum, who bought a Surface Pro * SN: ************ from Curr...
GetHuman-abdscott's customer service issue with Microsoft - Tech Support from October 2018
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The issue in GetHuman-abdscott's own words
I’m writing on behalf of my mum, who bought a Surface Pro * SN: ************ from Currys PC World (UK) in **** as she wanted a portable, touchscreen device which had the ability to work as a computer with keyboard and mouse. She chose, after much deliberation, to go for a Surface Pro * which was expensive by any PC standard device, but was reassured by the idea of the hardware and software synergy and the Microsoft brand. Unfortunately shortly after owning the device it failed and required a return to Currys PC World* fortunately they managed to reset the device and get it working again. In September of this year the device froze whilst my mum was using it and after turning the device off, she was unable to turn it back on. She tried the troubleshooting recommended by Microsoft, returned it to Currys PC World and sought advice from Microsoft’s support* however, nothing has worked and she is left with a very expensive paperweight. She uses the device infrequently to play games, communicate with her daughter in the USA, emails and minor office related work. During the use of the Surface pro, mum also stored personal information on it. It is inconceivable that a circa £*** device will fail after *.* years of us for no reason* which appears to be a known issue by Microsoft. **I spoke to Microsoft on ********** and I understand that if the device is returned to Microsoft, provided that it has not been damaged or opened, then Microsoft will offer a similar device for £***. Microsoft has also confirmed that they will not be able to retrieve any data on the device. Frustratingly any data on the device cannot be retrieved without opening the device* therefore my mum is left with two choices:**)*Return the device to Microsoft and pay £*** for a replacement with all data lost and no confirmation of if the data will be disposed of securely**)*Keep the device and try to retrieve the data by sending it to a *rd party.**What guarantee can Microsoft give that any personal data on the hard drive will not be obtainable by any other party (note I know that just erasing a hard drive does not remove the data)?*Is there anyway that Microsoft can return the hard drive or the device once they have verified that the device has not been damaged or opened to allow the data to be retrieved?**I would be grateful if you could confirm if there is anyway the data can be retrieved from the device and a new device provided or at least confirm how any personal data will be removed, guaranteeing its secure disposal.
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Oct 17th, 2018 9:26am
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