Things seemed to be going well for the Surface Duo, despite its slightly older specifications, until analyzes and reports began to arrive that put the price of the dual-screen foldable into question. Unsurprisingly, Microsoft appears to have decided to cut the price by a considerable amount just two months after the product’s launch. More than the initial price cut, however, early adopters of Microsoft’s pledge are now complaining about what appears to be a disorganized and inconsistent policy on how to handle returns and refunds.
It’s bad enough for those early users that Microsoft has practically confirmed that the Surface Duo is actually worth a lot less than what it ordered last September. The dual-screen phone sold for $ 1,399 and $ 1,599 for 128 GB and 256 GB of storage, respectively, but now retail prices are $ 200 lower. If you buy at Best Buy and activate at AT&T, Sprint or Verizon, you can even save another $ 100 off that price.
What really irritates Surface Duo owners is that Microsoft is handling the situation. Simply put, he will not return his $ 200 just to match the new price. What they are being told, instead, is to return the device, which is still within a 60-day return window, and use the refund to buy a new one at a lower price. Microsoft, however, is reportedly not releasing the charge for the new Surface Duo until the old one is received.
While this means that users will receive a brand new device, the process is not only a nuisance, but also has a negative impact on the environment due to the potential for electronic waste. To make matters worse, this policy is being applied inconsistently, depending on which store or customer representative you ask.
The Surface Duo’s reputation plummeted after reviews criticized some unstable parts of the software and when users reported durability problems with the phone’s hardware and design. This is definitely not doing the device any favors, but it could also be Microsoft’s strategy to take back what can be a problematic lot and silently replace it with better ones.