Practically No pre-sales support from Microsoft India to address any concerns one may have prior to buying Surface Pro 4
By Raman Bedi | 18 Feb 2016
For the past 2-3 weeks, I am in the process of evaluating purchase of Surface Pro 4.
The foremost thing which comes to mind is if the product is serviceable, say for the next 3-4 years.
Warranty: Type of Warranty:
The news articles reporting launch of the product stated that Microsoft will not repair the device, instead it will replace your Surface Pro 4 for free, should the an issue comes up in your Surface Pro 4. I wanted to confirm it before buying but I couldn't find similar statement on Amazon's surface Pro 4 page or Microsoft India page describing Surface Pro 4. I called up to check with Microsoft India. There are 3 phone numbers on Microsoft India website - 2 toll free, 1 Bangalore number. I tried all the 3 numbers, it takes to the same IVR system which will direct you the Surface Pro 4 support in North America and the people over there obviously didn't know about warranty details in India. The guy I spoke with was very helpful and said that he can transfer my call to the 'International division' and see if they can help you. A lady picked up the phone in the 'International division' and I asked for clarification on the warranty. She replied that Microsoft doesn't sell Surface devices in India, Amazon India does. Really????. (meaning I go ask Amazon about warranty). Thinking that I am speaking with some really dumb person employed my Microsoft, I should clarify my question again. I told her that I understand Amazon India is the seller for now, but service has be to be provided by the manufacturer, which is Microsoft to which she didn't have any answer.
As a next step, I called up Amazon India product specialists (three different times). They were also not aware of the warranty details and how to avail warranty, should there be an issue. Regarding the issue of service versus replacement, Amazon product specialist recommended to look up Microsoft India's Surface Pro 4's support page (which I later did, but there is no information about it).
I asked, if there are any service centres in Chandigarh, Delhi etc., Amazon product Specialist said, yes, there are service centres in Chandigarh and Delhi and several other cities. I said, could you please provide us address of the service centres in Chandigarh. I was told that the Amazon does have this information. I should look up Microsoft India's Surface Pro 4's support page (which I later did, but there is no information about it).
Later, I called Amazon again, to tell that I couldn't information of service centers any where in India. Amazon product specialist, searched on google and found the name and address of the service center in Chandigarh. Strangely, the information was not available on the Microsoft India webpage. Anyway, I attempted calling the number provided, the phone is a mobile number and switched off since Yesterday (2 days).
Conclusion: Don't buy now; wait till Microsoft India publishes more clarity on Warranty.