Has anyone had issues with Microsoft Surface? I bought it 2 months ago and it hasn't worked yet.

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    Dec 22, 2013 5:10 AM GMT
    Help! I bought the Surface 2 months ago and it hasn't worked yet. . . I mean, like, not even for ten minutes.

    The latest issue: It won't let me sign in. I type in the Password, which I know is correct. . . but it won't accept it. It's also not allowing me to change the password.

    When I go to my outlook account, it has all kinds of incorrect information (wrong phone numbers, wrong e-mail contact address), none of which I put there. It wouldn't let me change my password.

    So now, I'm stuck. My Surface won't accept the correct password, nor will it let me change the password.

    I've been on the line for HOURS with tech support and everything they suggested just made it worse.

    I put the Surface aside for a while, in disgust. . . tried again tonight, called tech support and they said it would cost $99 for them to help me. I told them that was crazy, to charge me for something that's never worked in the first place.

    This is the worst purchase I've ever made in my life. I've spent $700 and haven't gotten any use of it at all. It doesn't work and nobody at Microsoft gives a damn.

    Does anyone have any advice?
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    Dec 22, 2013 5:19 AM GMT
    return it and get an iPad while you still can. What made you buy such a bad product in the first place?
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    Dec 22, 2013 5:19 AM GMT
    See if there's a way to do a full reset and try that. Start over from square 0.
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    Dec 22, 2013 5:20 AM GMT
    charlitos saidreturn it and get an iPad while you still can

    The iPad won't work with his Xbox One like the Surface will.
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    Dec 22, 2013 5:21 AM GMT
    http://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/refresh-or-reset-surface
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    Dec 22, 2013 5:22 AM GMT
    Lumpyoatmeal saidSee if there's a way to do a full reset and try that. Start over from square 0.


    he meant:



    Step 1: From the Windows sign-in screen, tap or click the Power icon Power icon in the lower right corner of the sign-in screen.

    Step 2: Press and hold the Shift key. (If you're using the On-screen Keyboard, tap or click the Shift key.)

    Step 3: While the Shift key is still pressed, tap or click Restart.
    If you get the prompt Restart anyway, tap or click Restart anyway.

    After Surface restarts, the Choose an option screen will display.
    Step 4: Tap or click Troubleshoot.

    Step 5: Tap or click Reset your PC.

    The Surface logo displays while Windows prepares to reset your Surface.
    Step 6: Follow the instructions on the screen.

    Step 7: get an iPad
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    Dec 22, 2013 5:22 AM GMT
    http://technet.microsoft.com/en-us/library/ee692045
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    Dec 22, 2013 5:23 AM GMT
    Lumpyoatmeal said
    charlitos saidreturn it and get an iPad while you still can

    The iPad won't work with his Xbox One like the Surface will.



    I got an XBOX One and a 360. I see no reason whatsoever to own a surface. It is a waste of money, specially at $700.
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    Dec 22, 2013 5:25 AM GMT
    charlitos said
    Lumpyoatmeal said
    charlitos saidreturn it and get an iPad while you still can

    The iPad won't work with his Xbox One like the Surface will.

    I got an XBOX One and a 360. I see no reason whatsoever to own a surface. It is a waste of money, specially at $700.

    I've come to the conclusion that you're a charlatan; no Apple fanboi would ever support the Xbox One, or any Microsoft product for that matter. icon_twisted.gif
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    Dec 22, 2013 5:36 AM GMT
    charlitos saidreturn it and get an iPad while you still can. What made you buy such a bad product in the first place?


    It was recommended to me. But it's the worst purchase I've ever made. And the tech support is useless. With them, things go from bad to worse.

    Now they want to charge me $99 to fix something that never worked in the first place. Really, a complete nightmare. $700. What a piece of crap. I'm so sorry I bought this.
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    Dec 22, 2013 5:39 AM GMT
    Sounds like you got one that was returned and put back on the shelf. Do a full factory reset and take it back to the store. Get a NEW replacement or get something else. I picked up the Dell Venue 8 at Costco, and my experience has been great so far. If you prefer a large screen, get something from Sony or Lenovo or Dell.
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    Dec 22, 2013 5:41 AM GMT
    I will try your suggestions, thanks guys
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    Dec 22, 2013 5:42 AM GMT
    Lumpyoatmeal said
    charlitos said
    Lumpyoatmeal said
    charlitos saidreturn it and get an iPad while you still can

    The iPad won't work with his Xbox One like the Surface will.

    I got an XBOX One and a 360. I see no reason whatsoever to own a surface. It is a waste of money, specially at $700.

    I've come to the conclusion that you're a charlatan; no Apple fanboi would ever support the Xbox One, or any Microsoft product for that matter. icon_twisted.gif


    I support innovation, thats why I love Apple...and certain Microsoft products. Definitely not PlayStation.
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    Dec 22, 2013 5:45 AM GMT
    Tried it. It doesn't work. To reset, I need to type in a recovery key.

    To type in the recovery key, I need to retrieve it with another PC.

    So, when I go to my other PC, I have to go to a Microsoft website.

    And then I have to enter my User Name and Password.

    And that's the problem. The Microsoft site is not accepting my password, nor allowing me to reset the password. So I'm stuck
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    Dec 22, 2013 5:46 AM GMT
    LittleDudeWithMuscles said
    charlitos saidreturn it and get an iPad while you still can. What made you buy such a bad product in the first place?


    It was recommended to me. But it's the worst purchase I've ever made. And the tech support is useless. With them, things go from bad to worse.

    Now they want to charge me $99 to fix something that never worked in the first place. Really, a complete nightmare. $700. What a piece of crap. I'm so sorry I bought this.


    well you should unfriend whoever recommended you to get a surface. No but seriously, Surface is a cool tablet but its lacking way too much compared to Android and iOS on the software department. They are also highly priced so you cant even argue budget here. Microsoft is having the hardest time selling those, so dont expect much from them support wise, the Surface department can barely afford the billboards let alone proper customer service and return policy.
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    Dec 22, 2013 5:48 AM GMT
    LittleDudeWithMuscles saidTried it. It doesn't work. To reset, I need to type in a recovery key.

    To type in the recovery key, I need to retrieve it with another PC.

    So, when I go to my other PC, I have to go to a Microsoft website.

    And then I have to enter my User Name and Password.

    And that's the problem. The Microsoft site is not accepting my password, nor allowing me to reset the password. So I'm stuck

    Doesn't sound like it's the tablet that's the problem then, but your username and password that stored on Microsoft's end.

    Can you create a new username and password using your PC and use it to reset your tablet?
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    Dec 22, 2013 5:51 AM GMT
    LittleDudeWithMuscles saidTried it. It doesn't work. To reset, I need to type in a recovery key.

    To type in the recovery key, I need to retrieve it with another PC.

    So, when I go to my other PC, I have to go to a Microsoft website.

    And then I have to enter my User Name and Password.

    And that's the problem. The Microsoft site is not accepting my password, nor allowing me to reset the password. So I'm stuck


    Microsoft has 6 Microsoft stores in New York and I would assume they have about 12+ Microsoft booths at certain malls as well. Why dont you physically visit one of these places and bring your Surface and receipt with you?
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    Dec 22, 2013 5:52 AM GMT
    Lumpyoatmeal said
    LittleDudeWithMuscles saidTried it. It doesn't work. To reset, I need to type in a recovery key.

    To type in the recovery key, I need to retrieve it with another PC.

    So, when I go to my other PC, I have to go to a Microsoft website.

    And then I have to enter my User Name and Password.

    And that's the problem. The Microsoft site is not accepting my password, nor allowing me to reset the password. So I'm stuck

    Doesn't sound like it's the tablet that's the problem then, but your username and password that stored on Microsoft's end.

    Can you create a new username and password using your PC and use it to reset your tablet?



    No, that's the problem. . . when I go on the Microsoft website, it won't take my UN and PW. . . and it won't let me create a new UN and PW. Which makes it completely unusable.

    I was able to click on the Surface to tell it to clean my files. Which I think lets it revert back to its original state. I don't know if that lets me reset the password or not. Like I said, I can't get any help whatsoever from Microsoft. Unless I pay them $100

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    Dec 22, 2013 5:56 AM GMT
    charlitos said
    LittleDudeWithMuscles saidTried it. It doesn't work. To reset, I need to type in a recovery key.

    To type in the recovery key, I need to retrieve it with another PC.

    So, when I go to my other PC, I have to go to a Microsoft website.

    And then I have to enter my User Name and Password.

    And that's the problem. The Microsoft site is not accepting my password, nor allowing me to reset the password. So I'm stuck


    Microsoft has 6 Microsoft stores in New York and I would assume they have about 12+ Microsoft booths at certain malls as well. Why dont you physically visit one of these places and bring your Surface and receipt with you?



    I've done that. Early on. I spent about an hour with them. It seemed to work for the brief time it was in the store. Later that night when I tried to use it, it wouldn't work at all.
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    Dec 22, 2013 5:57 AM GMT
    LittleDudeWithMuscles said
    charlitos said
    LittleDudeWithMuscles saidTried it. It doesn't work. To reset, I need to type in a recovery key.

    To type in the recovery key, I need to retrieve it with another PC.

    So, when I go to my other PC, I have to go to a Microsoft website.

    And then I have to enter my User Name and Password.

    And that's the problem. The Microsoft site is not accepting my password, nor allowing me to reset the password. So I'm stuck


    Microsoft has 6 Microsoft stores in New York and I would assume they have about 12+ Microsoft booths at certain malls as well. Why dont you physically visit one of these places and bring your Surface and receipt with you?



    I've done that. Early on. I spent about an hour with them. It seemed to work for the brief time it was in the store. Later that night when I tried to use it, it wouldn't work at all.


    Then go back, explain your first experience and demand a replacement or your money back.
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    Dec 22, 2013 5:58 AM GMT
    That's likely what I will do
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    Dec 22, 2013 6:02 AM GMT
    Microsoft has always charged the lame $100 for any type of customer service. They're a software company primarily. They rely on the OEMs to provide support. Like I said, get a Dell or Lenovo or Sony. You'll get some real support.
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    Dec 22, 2013 6:20 AM GMT
    xrichx saidMicrosoft has always charged the lame $100 for any type of customer service. They're a software company primarily. They rely on the OEMs to provide support. Like I said, get a Dell or Lenovo or Sony. You'll get some real support.



    Well, right now, I'm stuck with what I've got
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    Dec 22, 2013 6:59 AM GMT
    OK. . . the reset seemed to work. . . so far, so good, it seems to be working normally

    Thanks much for the advice, I really appreciate it. . . you guys saved me a lot of time and trouble

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    Dec 22, 2013 2:20 PM GMT
    Hope that Surface fix works for the OP, and congrats to the RJ guys who knew to propose it. I'm not gonna tell him what he should or shouldn't have bought, because he's got the Surface and it may be difficult if not impossible to get a refund at this point. The focus should be making it work, but unfortunately I have no experience with that device.

    But for general information here I will comment on his service call problems. Apple Care has always been very good for me. I get a US English speaker under 5 minutes every time, who understands and solves my problem immediately. Apple has never failed to fix my issue on the first try.

    Admittedly these aren't major problems, usually just some software setting issue, often of my own making. Or they help me when I don't know how to do something, like setting up all our devices on iCloud without getting duplicate calendar events and contact entries.

    Apple Care is free for a short initial time after product purchase. Afterwards you pay by the call, I'm not sure of the amount, or you buy a plan at time of purchase. A plan is what I do, because it isn't expensive for several years of free service calls, and extends the warranty on the hardware, too.

    Consumer Reports and others rate Apple's service the tops in the business, and I agree. It's another reason to consider their products, especially when you're comparing them with close competitors. A slight performance advantage over Apple in an area or 2, that may be largely on paper anyway, is meaningless if you're having serious problems with the device that you can't get resolved easily, like our OP experienced.