Microsoft — Refund of faulty 950 xl

Dear Mr. Satya Nadella,

I am writing this letter to you as last hope of response from your Microsoft. I hope that after reading this letter, employees of the concerned department will wake up from their slumbers and start working more quickly as your customers are suffering and losing hope in Microsoft’s products. I would like to bring this to your notice that I purchased Microsoft’s Flagship phone Lumia 950 XL on Monday, 21st February, 2016 at 06:18 PM. I was very excited to use this device since it is Microsoft’s first flagship phone after a long time but unfortunately my expectations were short lived as the phone started acting up. Within 4 hours o[censored]se I was done with the latest updates for phone other apps from Store to be installed. In the next 2 days, when I hardly used the phone the battery automatically drained continuously even if the phone was not in use. Battery lasted for only 10-12 hours whereas Lumia phones are known for their enormous battery backup. Second thing I noticed that the phone was over heating even if I use a very basic app, say: Photos App or File Explorer despite the fact this phone comes with “LIQUID COOLING” which Microsoft have advertised in many of its promotional videos. This phone carries a good hardware with unfinished software, the phone keeps on hanging a lot, apps keep on crashing with a lots of error code which no user can solve without looking on the internet, over-heating without any reason even if the phone is set to use minimal resources. I have performed all the troubleshooting steps which your so called “CARE POINT” will do “WITHOUT” any care. I have tried to troubleshoot on the device by installing latest updates, Resetting phone with GUI, Hard Resetting the phone with key combination and then install updates, Turning -ON Quiet Hours, Turning OFF Location, Glance Screen and Windows Hello feature and Mobile Data as well. Nothing seems to bring luck to my Lumia 950 XL.

Is this what an enthusiast customer should expect from a giant like “MICROSOFT”?

Story does not end here, I have contacted your staff for support on my device and all I get is a rude Store Manager who calls from her personal phone number and does not even know how to interact with a customer!! I am attaching all the reference case numbers and call recordings from Microsoft which I have had so far. I will appreciate a line of reply to this E-Mail instead of an auto generated E-mail that a support staff will contact me soon, because I am fed up of all this. Here are my very simple ask:
1. Refund the money that I have paid to Microsoft and take your phone back.
2. If number 1 is not possible, send me a phone that works like a “PHONE”, for e.g.:- Lumia 640XL which I can use for at least 24 hours with a single charge. Deduct the cost of this phone and refund the remaining amount back.
3. If both are not possible, kindly let me know I will reach out to other methods (This is not a threat!! I will be proceeding legally and filing a case against you involving social media)

I hope someone will read this E-Mail and see what customers have to face on buying Microsoft’s Flagship Device worth Rs.50, 000/-


Himanshu Arora
+91-[protected]
+91-[protected]
[protected]@neetroninstruments.com
Himanshu.[protected]@gmail.com
Thanks & Regards
Himanshu Arora | Technical Lead
+91-[protected] | |+91-[protected] |[protected]
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