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
    2021-02-13T05:01:22+00:00

    Please post their comments. I believe that a class action may be in order

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  2. Anonymous
    2021-02-19T00:18:24+00:00

    I also have same issue and microsoft is ridiculous dealing with this issue and telling me spend $746 and get another refurbished ****.

    They should take responsibility and take safety issue seriously.

    "Thank you for your recent contact in Microsoft Surface Customer Support.

    We received information regarding an expanded battery issue you were having with a Surface Pro 4. We take these claims very seriously and want to make sure we can get this resolved for you.

    My name is Lynette and I am reaching out to you from the Microsoft Surface Support regarding the issue you reported. Thank you for sending in the requested video of the damage to the Surface device. We were able to confirm that this is indeed an expanded battery issue on the Surface.

    In line with this, we have reviewed your case and validated the serial number which shows that the device that you have is already beyond 3 years from the date of purchase. With that being said, the best option that we can provide you is the Out Of Warranty replacement for your Surface Pro 4 for a cost of 716.10 AUD.

    Please let us know if you'd like to take this option.

    Should you have concerns or need further assistance, feel free to reply to this email and I would be happy to help.

    Thank you for choosing Microsoft Surface. Have a great day!"

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  3. Anonymous
    2021-02-19T00:19:56+00:00

    Thanks, I am using thinking of lodging the complaint as this is safety issue

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  4. Anonymous
    2021-03-05T08:56:46+00:00

    I can't believe there's no lawyer owned a Surface Pro, experienced battery swelling issue and decided not to start a class action.

    Samsung immediately recalled its' Note 7 phones when they discovered they had battery overheating issue. I can't believe a mega-company like Microsoft is not handling this dangerous battery issue responsibly.

    I'm very disappointed with Microsoft. We bought 2 Surface Pro 4. One for myself and the other as gift for my mother. My device screen has buckled and I can see the battery swelled. Every time I turn it on, the device becomes very hot. It's definitely a fire hazard. I called Microsoft support and was told that I have to pay a few hundred dollars for a replacement, just like most people have been told by MS support.

    Found this Canadian company called Consumer Law Group (www.clg.or g) that helps people initiate a class action. If there is any Canadians here that know a better company, do let me know eh!

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  5. Anonymous
    2021-03-11T06:09:29+00:00

    Yeah I'm pretty pissed off about this, my Mac Book Air 2012, is still working fine. Paying $3500 AUD (for a premium product) then being asked to pay a further $716.10 for a replacement unit before it catches fire because of the battery is pretty unbelievable! If this isn't a product defect please, please give me an example of a legitimate product defect?

    I would have considered an option to upgrade if that was available, but no such luck. Thanks a bunch Panos Panay, product clearly has a defect mate, and very disappointed in the non existent after sales support :(

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