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The tip of my Pen on my Surface Pro 3 broke (I wasn't even sure when, or how, it could have been entirely my fault). I walked into a Microsoft Store and showed

The tip of my Pen on my Surface Pro 3 broke (I wasn't even sure when, or how, it could have been entirely my fault). I walked into a Microsoft Store and showed them the problem. They weren't able to remove and replace the tip itself, so a few minutes later the CSR went to the back and brought me a new pen, and mentioned that it wouldn't appear as warranty service so I would be free to replace it down the road if necessary through "normal" repair channels. This was without any additional warranty coverage. I can't speak for other Microsoft products, but they seem to go out of their way to support the Surface to provide a similar, if not superior, repair/replacement experience as Apple (I previously owned a MBP and had its screen repaired for free as well at an Apple Store).

ximeng 11y ago
MS support suggested (off the record) that I find someone who had a Surface Pro still in warranty and ask them to ask for a replacement power adapter. Said that they'd get one free of charge, no questions ask. Unfortunately I don't know other people who own a Surface Pro so that didn't work for me. Anecdotally I've heard of Apple offering informal service outside of warranty, so was hoping I'd get something similar as it felt like a borderline case, but no luck in my case. Even a reduced price to replace the faulty accessory would have gone a long way to improve the support experience for me. In the end I got a half-hearted apology from them and that was it.