Things seemed to be going well for the Surface Duo, despite its slightly older specifications, until analysis and reports began to arrive, casting doubt on the price of folding the dual screen. Unsurprisingly, Microsoft appears to have decided to cut the price by a considerable amount just two months after the product’s launch. However, instead of the initial price cut, the first to believe Microsoft’s promise 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 these pioneers that Microsoft has practically confirmed that the Surface Duo is 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 shop at Best Buy and activate it at AT&T, Sprint or Verizon, you can even cash an additional $ 100 at that price.
What really bothers Surface Duo owners is that Microsoft is handling the situation. Simply put, you won’t be refunding your $ 200 to match the new price. What they are telling me, instead, is to return the device, which is still within the 60-day return period, and use the refund to buy a new one at a lower price. Microsoft, however, will not release the charge for the new Surface Duo until the old one is received.
Although 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 electronic waste. To make matters worse, this policy is applied inconsistently, depending on the store or the customer representative you ask.
The Surface Duo’s reputation plummeted after reviews criticized some unstable parts of the software and when users reported durability issues 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.
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