Surface Pro 4 Bulging Battery / Screen. 3 1/2 years old.

Anonymous
2019-06-30T14:34:09+00:00

So, like many others on this forum, we have a Surface Pro 4, in which the battery has decided to self-destruct, destroying a £1,700 machine.

The screen hasn't popped off, but the battery has swollen enough to prevent the hinge from opening as it should and for the glass on the front to be very distorted, and it registers random screen input, all the while running hotter than the central heating.

I've spoken to support. They unhelpfully told me that because my warranty is up, I would have to pay several hundred pounds (£333) to replace the machine with a refurbished unit. To me, this is completely unacceptable. These devices are clearly flawed by design. This issue is too wide spread for it to be a coincidence. The batteries used in these devices are obviously flawed, and when I suggested as such, Sean L, the person dealing with my case, stopped responding (A few days after that, I wrote to Microsoft's twitter support who confirmed that the case had been closed. Thanks Sean L.)

If the device is dangerous (as suggested by the agent who I spoke to on the phone in the first instance) and it does catch fire while we are away this summer, and it subsequently burns down a multi-million pound Cambridge University building? What then, Microsoft? You'll wish you'd just replaced it then, won't you.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2021-03-14T17:39:59+00:00

    It gets worse.  I found a shop that thought it could replace the battery (there are "replacement" batteries available), so I gave them a chance.  There was no risk to me since they promised not to charge if they couldn't make the repair.  New battery -- same size/specs/connector as the original installed.  Surface would not power on, even though the little light on the power adaptor was lit.  Turns out that this is typical.  There are many similar reports online.  The shop I was working with had my machine plus another with the same problem.  Neither would power on after battery replacement.  My SP4 has now been returned to me (without the battery so I don't have to worry about it burning my house down).  I was not charged -- kudos to an honest repair shop.  But my computer is just a paperweight.

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  2. Anonymous
    2021-03-14T16:58:57+00:00

    Let me make some inquiries with the law firm that says they can do this for free (as long as it is free for us, I don't what Microsoft gets to pay them).

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  3. Anonymous
    2021-03-14T08:49:52+00:00

    Hi terri , I am also having a similar discussion with Microsoft to no avail. I am also interested in joining in a class action suit 

    Hi, im also interested in joining class action.

    I have pictures and can keep the device as evidence if needed.

    I am having the same issue with mine surface pro 4. Bought mine in 2016. In early 2017 the device was replaced because of screen flickering and now its having the screen unglued and casing warped because of the battery. I dont feel safe using this device anymore.

    Microsoft wants me to pay for a replacement without any strings attached: no warranty on the replacement. Its very shameful.

    Im so frustrated with microsoft and their lack of problem ownership. They say they decided to make good but its a make good 450usd short to the customer....

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  4. Anonymous
    2021-03-11T13:53:19+00:00

    Your situation is identical to mine. I too was really happy with my Surface 4, it was everything I wanted and was still absolutely adequate for my needs, however, to be offered a replacement for $400 to fix an outdated machine suffering from a design defect was to say the least insulting.

    Obviously that would have been throwing good money after bad as there would be no guarantees that it would not happen again, so I bit the bullet and went to Dell, I got an XPS13 for a very reasonable price, it is a bit heavier than a Surface but is absolutely great and fits my needs perfectly. My only negative comment is its webcam leaves a lot to be desired when compared to the Surface but that is far outweighed by knowing that should if ever need a battery replacement it is a pretty simple operation.

    I'm afraid my days with Microsoft are done, and like you I will advise anyone who wants to listen to steer clear of Microsoft hardware because once you've bought it and the warranty runs out you are on your own. A very sad situation that this callous attitude should come from the company who started it all. How low they have sunk!

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  5. Anonymous
    2021-03-11T12:51:38+00:00

    I have the same issue going on here. My device is out of warranty by a month or 2 and the best option I was offered was to spend about 400 bucks for a replacement device (SP4). In 2021, the SP4 is such an out of date product that anyone would smartly put that 400 into another brand new released laptop. Anyways, given this is a safety hazard.. this should be a free repair. Who is liable for any actual harm caused if the device is to blow up? I love my SP4 but seriously.. at least extend the 3 years to like 5 or 7 years. I take care of my device and that this event happened “just cause” sucks because now I have to deal with the repercussions which is not cool. I will be looking into other brands for future laptops and will now bad mouth Microsoft to anyone who thinks about getting a surface line product.

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