Yesterday, I got an email with a new case number, and a follow-up phone call. And that if they couldn't send me a replacement, then I wanted my phone back, since we could hobble along with it they way it was. (Where none of the cancellation reasons in the email applied.) On Wednesday, I get the fateful email saying that my service order had been cancelled. I send it in, get all the emails regarding them having recieved it, etc. I would have to send my husband's phone in. Unfortunately, I got an email saying that the request for an Advanced Exchange was denied. I asked if I could do an Advanced Exchange (this was January 26) and he said I was in luck, since they were terminating the Advanced Exchange program effective January 30. But eventually I was able to connect with someone via chat (who sypmathized with the difficulty in getting in touch with a real person), and they opened a case for me. It was extremely difficult to get a case open, since it wouldn't accept a service request via the devices page anymore. ![]() I thought it was best to try and get a replacement for him, before the port gave out completely. He could still charge the phone, but he would have to do so very carefully. The charging cable would no longer click into place. Recently my husband started having issues with the USB port on his phone. We have been living the Duo 2 life since then, and loving the devices. I had some light bleed issues, and a screen going on and off, so I replaced mine via Advanced Exchange in December 2021. We preordered them from Microsoft Canada Online Store, and received them on October 21, 2021. ![]() My husband and I both have Surface Duo 2s, Obsidian, 512 GB.
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