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THE ISSUE: Playing audio from the device of any kind starts out GREAT with beautiful bass and rich treble tones... then anywhere from as little as 9secs to up to 2mins later (generally around 20-30sec mark), the QUALITY of the sound DRASTICALLY DEGRADES after 2mins or less with Spotify, iTunes, YouTube, or anything that plays extended sound the problem persists. It's especially noticeable at 50dec to 100 levels. The video I provided is at 100volume the entire time. It "resets" every time I close the music/video program; hence the multiple songs in the video. It's harder to tell in the video but in real life it's absolutely unsettling, like, it's not something that could be looked passed because it's SO BAD. It's SOO TIN-Y (not tiny but like a tin sound) and not enjoyable at all.
I've tried updating the audio drivers and everything and even reset the computer yesterday and the problem still persists. I chatted with a Microsoft live help assistant and they told me to reset it to see if it would fix it but it did not. They have since told me "Hello and Good day! I apologize for the delay and to hear about your Surface Studio, there's seems to be a hardware issue with the Surface device and I think the best resolution is to replace your Surface Studio."
I also contacted the seller and they responded with:
“Hello,
Thank you for writing us and letting us know. Unfortunately we are completely out of inventory and do not have a replacement to ship. The best recommendation would be submitting a returns request through the Amazon portal.
We apologize for the inconvenience caused by this.
Thank you!”
Ultimately, I would like to exchange it for a replacement since Microsoft stores are closed indefinitely. It’s already such a BIG purchase and I expected a completely working device. I don't expect to pay more when I shouldn’t have just gotten a defective device in the first place. More to that, Microsoft said in a phone call that amazon ISN'T considered a registered seller HOWEVER on the Microsoft website it states that Amazon IS an authorized seller... a little insight as to the runaround I was mentioning... they put me on the phone with support then transferred me to a business device phone number then realized it was a personal use computer so they sent me BACK to the first number. A complete mess. Amazon is not much better, they sympathized but told me to contact the seller (which would only do a refund) and then to contact them afterwards which ended up with the similar result as the Microsoft phone call.
What rights do I have with the Amazon Certified Renewed Guarantee to get a working device at the price I paid? I bought an extended warranty which extends past the limited warranty as well. I just keep getting the run around for help with this issue when all I want is a working device. The seller says they are out of stock so they'd only offer me a refund.
Other than that it's a beautiful device, some issue with it majorly overheating (albeit whisper quiet), and issues with Adobe products like Indesign getting locked up sometimes with text lag or Photoshop with output colors different to those that they were while editing. I really do want to continue using a Microsoft Studio 2 Device but a WORKING one. Seems only fair for a device that is $3k.
