Things seemed to be going well for the Surface Duo despite its somewhat outdated specs, that was until reviews and reports started popping up which brought the price of the foldable dual-screen into question. Unsurprisingly, it appears that Microsoft decided to lower the price by a significant amount just two months after the product launched. However, more than early price cuts, early believers of Microsoft’s promise are now complaining about what appears to be a disorganized and inconsistent policy in how returns and refunds are handled.

It’s bad enough for these early users that Microsoft has pretty much confirmed that the Surface Duo is really worth a lot less than it ordered last September. The dual-screen phone sold for $ 1,399 and $ 1,599 for 128GB and 256GB storage, respectively, but now retail prices are $ 200 lower. If you buy from Best Buy and activate it on AT&T, Sprint, or Verizon, you can even deduct another $ 100 from that price.

What really annoys Surface Duo owners is that Microsoft is handling the situation. Simply put, you wouldn’t return $ 200 just to match the new price. What are they It saidInstead, it is to return the device, which is still within a 60-day return window, and to use the refund to buy a new device at a lower price. However, Microsoft is said to not release the new Surface Duo fees until the old one is received.

While this means that users will receive a shiny new device, the process is not only a hassle but also has a negative impact on the environment due to the potential e-waste. To add insult to injury, this policy is said to be applied inconsistently, depending on which store or customer representative you order.

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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. Sure, this doesn’t present the device any preferences, but it could also be Microsoft’s strategy to take back what might have been a problematic payment and replace it with a better one.