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: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2020-10-30T06:05:23+00:00

    Hello all, this is an update on how Microsoft responds to our concerns relative to its battery issue in its Surface Pro 4.

    As many of you reported, Microsoft refuses to substitute its defective Surface 4 Pro for free, if the battery bulges after three years from purchase.

    Instead, given Microsoft considers Surface 4 a Legacy device, so it offers to upgrade the Surface to a newer model (not specified which one), for ~650 euros!

    About the problem, Microsoft denies any responsibility on the battery issue, saying that this 'happens with different devices that has lithium batteries like phone ,tablets and other devices'.

    Well, sorry Microsoft, but none of my tablets, mobiles, or other Surfaces (I have a 3 and a 5) have never behaved similarly.

    It adds that 'There is no inherent risk or safety concern associated with these expanded batteries' yet '...the lithium ion batteries used in Surface devices contain materials that can injure skin, eyes, and lungs if punctured.'

    Amusing isn't it? It's not risky but Microsoft eventually suggests to use its Surface Pro 4 wearing glasses and a mask. Amazing how, bacy in 2015, Microsoft already engineered a Surface ready for COVID-19 times.

    In the meantime, my Surface...is expanding... is it fair to say that Microsoft is not customer oriented?

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2020-09-15T15:39:00+00:00

    Quite agree - Is there anyone out there who knows how to get a law firm interested in organizing a class action suit?

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Anonymous
    2020-08-30T04:00:07+00:00

    Having the same problem.  Started getting random screen input several weeks ago on a Surface 4 purchased in 2016.  Support suggested disabling touch screen drivers to stop the random screen activity, then reset the machine to factory state.  They thought it was a software issue.  Then I noticed the screen bulging on the left side.  Now I'm back to using a 12 year old Toshiba laptop which runs okay (on AC at least).

    I too would have been happy with a good deal on a Surface Pro 7.  Kind of PO-ed that they washed their hands of this problem.  I always figured the battery would degrade over time and not hold a charge.  I did not expect my Surface to become a FIRE HAZARD.

    I never thought about UbreakIfix.  There's one in my neighborhood.  I'll check them out.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2020-08-10T18:17:10+00:00

    Interesting......April 8, 2018 the Department of Energy issued a complaint with Microsoft because of battery bulging in their Surface Pro 3 Tablets  https://opexshare.doe.gov/lesson.cfm/2018/4/5/20241/Microsoft-Surface-Pro-3-Bulging-Battery-Issue ;

    A Microsoft Surface Pro 3 tablet battery swelled causing the display screen to separate from the tablet casing. This is the second tablet discovered with this problem at the Hanford site. MSA identified 228 Microsoft Surface Pro 3 Tablets in use by DOE and DOE Contractors at Hanford. Preliminary information indicates the battery swelled due to over-charging and dislodged the screen from the casing. When contacted by MSA, Microsoft stated that they created a firmware update to mitigate the primary cause of the problem.

    This is the firmware update that Microsoft issued in September of 2018 called "The Battery Limit Load". Beginning with the Surface Pro 3 Microsoft also had the "Battery Smart Charging" which Microsoft states

    "Battery Smart Charging – Battery Smart Charging is a feature that helps protect your battery from the effects of charging patterns and high temperatures that may accelerate battery deterioration or lead to expansion. Battery Smart Charging is always active and engages automatically to limit battery charging capacity when it detects your device is plugged in for prolonged periods and/or used at elevated temperatures. Battery smart charging is automatically deactivated when the battery is discharged below 20%."

    Apparently none of these "fixes" worked which caused these batteries to swell or expand or any other definition you care to use. Microsoft knew about this issue a long time ago, much more then the 3 years they warranty these products and they knowingly lied to the Department of Energy that they fixed the issue with the firmware fix.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2020-08-10T15:12:53+00:00

    Sorry, I wasn't commenting on your photos I was just trying to clarify to others like AA808 that the Surface Pro 4 does not have access through the back like those shown in your photos. It's funny you should bring up $550.00 for an outdated laptop, I managed to get them down to $450.00 but they wouldn't agree to sending me a Surface Pro 4 with an updated battery or at the very least one with a new battery so I asked about an exchange and discount for an updated model, specifically a Surface Pro 7 and what the response was blew my mind, quoted below ;

    "Today, you contacted

    us because you wanted to trade in the surface pro 4 and get an upgraded device. Unfortunately, we wouldn't be able to process this request since the exchange is a like for like. This means we could only give you another surface pro 4. Now, you can pay for the replacement unit and then trade it in for an upgraded device."

    What? You want me to give you $450.00 for a "refurbished" Surface Pro 4 then trade it in on a new Surface model? But Microsoft is only willing to pay me $100.00 for the "refurbished" Surface Pro 4! So instead of paying $999.99 for a Surface Pro 7 bundle they want me to spend an additional $350.00! The logic of this is just mind boggling.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments