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

Microsoft needs to take responsibility for this mess! The bulging battery problem should be deemed a recall.

I too am an unfortunate owner of a Surface Pro 4. I purchased it in June 2016 and just recently noticed that it started to bulge on the left. I called the dreaded customer service line and as I responded to question after question by the automated voice, pressed button after button, I could feel the will to live slowly slipping away. In the end, I moved to the online support mechanism and that too, took me on a ride and a half.  Question after question. Finally....success, I was transferred to a "live person". Sort of. He told me not to use the unit, that they take these things seriously. Then in the middle of our "live" chat, the page disappeared. So, I had no choice but to call back the dreaded number. Determined to resolve this matter, I held on. I was placed on hold a couple of times, and the agent  confirmed that my contact with the "live person" had been recorded. I was given a case id and told that an email will be sent to me. I received the email and was asked to send a video of the serial number and the Surface's damages. I did just that.

Meanwhile, my plan was to return to the Microsoft Store where I purchased my Surface Pro. I thought it would be fun to see the faces of the employees when I arrived with a potential fire hazard. Then again, they are surrounded by them on a daily basis. Anyway, my plans were thwarted...the place was closed. No date as to when it would be re-opened. So, my only options were the online chat and the dreaded phone line. Both seemed suspicious options. Where do these lead? Are they legit?

I followed-up on my case by phone and was able to speak with a "live" person. I explained that I was following-up on my case as I had not heard from anyone with an update. The person was surprised by this and said that they received my video and that they now need by address. I asked why they needed my address....what was the update. He explained that they will be sending me a Surface Pro 4 with the same specs. I said, I need the details. Then he said "it"; it is a refurbished unit and it will cost you $450US. He said that they would not charge, if it was purchased less than 3 years ago. I asked him if they would like me to pay for a unit that is bound to have the same experience. I said, this should be a recall. He then said that the bulging battery is not a manufacturer's defect; it is not how the unit was made, it is how the unit was used. He said the battery was likely overcharged.

I asked how this was possible while being used? Where in your material is this noted? When in your sales pitch was this stated? When I asked for his name and to speak with a supervisor, miraculously, the line went dead.

Summary - I loved my Surface device. However, I will no longer support a company that provides poor customer service, takes no responsibility for their sub-standard hardware and does not engage in transparency. 

BTW - What do they do with the thousands of videos of damaged devices that they receive? Does Bill Gates play them on a loop while he counts his money?

I am very disappointed with Microsoft.....on many levels.

I just finished a 2-week marathon with these people, my surface is doing exactly the same thing and this is a replacement item, despite the fact they assured me this will not happen again, exactly 2 years since the first one started swollen the second one is happening with the same issue. Don't bother with the call as they just don't give a fark.........photos been sent, the supervisor called, still it's sorry we want $900+ to replace it. ****? 

I contact Australia ACCC tomorrow to make an official complaint against these people.

Microsoft needs to take responsibility for this mess! The bulging battery problem should be deemed a recall.

I too am an unfortunate owner of a Surface Pro 4. I purchased it in June 2016 and just recently noticed that it started to bulge on the left. I called the dreaded customer service line and as I responded to question after question by the automated voice, pressed button after button, I could feel the will to live slowly slipping away. In the end, I moved to the online support mechanism and that too, took me on a ride and a half.  Question after question. Finally....success, I was transferred to a "live person". Sort of. He told me not to use the unit, that they take these things seriously. Then in the middle of our "live" chat, the page disappeared. So, I had no choice but to call back the dreaded number. Determined to resolve this matter, I held on. I was placed on hold a couple of times, and the agent  confirmed that my contact with the "live person" had been recorded. I was given a case id and told that an email will be sent to me. I received the email and was asked to send a video of the serial number and the Surface's damages. I did just that.

Meanwhile, my plan was to return to the Microsoft Store where I purchased my Surface Pro. I thought it would be fun to see the faces of the employees when I arrived with a potential fire hazard. Then again, they are surrounded by them on a daily basis. Anyway, my plans were thwarted...the place was closed. No date as to when it would be re-opened. So, my only options were the online chat and the dreaded phone line. Both seemed suspicious options. Where do these lead? Are they legit?

I followed-up on my case by phone and was able to speak with a "live" person. I explained that I was following-up on my case as I had not heard from anyone with an update. The person was surprised by this and said that they received my video and that they now need by address. I asked why they needed my address....what was the update. He explained that they will be sending me a Surface Pro 4 with the same specs. I said, I need the details. Then he said "it"; it is a refurbished unit and it will cost you $450US. He said that they would not charge, if it was purchased less than 3 years ago. I asked him if they would like me to pay for a unit that is bound to have the same experience. I said, this should be a recall. He then said that the bulging battery is not a manufacturer's defect; it is not how the unit was made, it is how the unit was used. He said the battery was likely overcharged.

I asked how this was possible while being used? Where in your material is this noted? When in your sales pitch was this stated? When I asked for his name and to speak with a supervisor, miraculously, the line went dead.

Summary - I loved my Surface device. However, I will no longer support a company that provides poor customer service, takes no responsibility for their sub-standard hardware and does not engage in transparency. 

BTW - What do they do with the thousands of videos of damaged devices that they receive? Does Bill Gates play them on a loop while he counts his money?

I am very disappointed with Microsoft.....on many levels.

Couldn't agree more. Even though I'm no longer in the US, I will provide any support to bring this to justice.

I agree it has to be done in the US, people from outside don't stand a chance.

Look forward to hearing about your progress in finding someone to take this on.

Its not the money, its the principle of holding a large company to account when they blatantly ignore their responsibilities.

Yeah thats a great idea. I am actually gonna start looking into this.