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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

220 answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2019-08-14T23:04:33+00:00

    It is not reasonable to expect microsoft to replace a device that is obviously faulty?  It's just crazy.

    Paul

    Was this answer helpful?

    8 people found this answer helpful.
    0 comments
  2. Anonymous
    2019-08-18T19:15:52+00:00

    Almost same problem:   Just found out my Surface Laptop 3 also has a defective battery.   Out of warranty.  Tried to have battery replaced but repair people told me the only way to replace  would destroy laptop. Called microsoft.  Agreed that surface laptop batteries cannot  be replaced and that I probably  “overcharged” the battery.  (Didn’t think that was possible). Offered to sell me a refurbished surface for $500 as a solution to their defective product.   Um.  No thanks.  I’ve always tried to support Microsoft products but this is the end of the line. My husband’s 2012 MacBook still works perfectly so I’ll probably just use that.    Crazy.

    Was this answer helpful?

    4 people found this answer helpful.
    0 comments
  3. Anonymous
    2019-09-24T13:14:52+00:00

    Hi All

    I contacted Microsoft support, my unit is also out of warranty. They promptly and without any arguing advised a scheme was in place to replace any device with this defect less than 3 years old and I have received the tracking number of my replacement unit which I should receive tomorrow.

    With regard to the defective unit Ive been advised to dispose of it, they do not require it back.

    Sound good, lets see what arrives tomorrow.

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  4. Anonymous
    2019-09-25T00:51:18+00:00

    Hi there,

    By the way, are you in north America? You sent your device from where to where?  I had to pay $300 plus for a refurbished one.  I was really disappointed.  It was my first time buying an MS laptop, expecting that it was durable.  But after a year and some days, shortly after the one year warranty has expired, several spots appeared on the screen. And that laptop was rarely used.  So I really don't understand.  Very, very disappointing.

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  5. Anonymous
    2019-10-20T18:25:29+00:00

    I have a Surface Pro with exactly the same issue and live in an area where there is no store to take it to.  Very disappointed as this is supposed to be a higher end product and from what I am seeing here in this thread of conversations, not very good customer service for a problem that is obviously a frequent issue.

    I have not had this problem with any other product (older and with more use than my surface!) 

    Very disappointed with Microsoft...makes chromebooks and others look much more appealing considering cost / replacement etc.

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments