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
    2021-06-22T10:15:22+00:00

    I filed a CPSC report and a few days later I get an E-mail from Microsoft asking for photos. See below for the reply after they reviewed the photos.
    Never again will I purchase a Microsoft PC or Tablet.

    Bob

    "Thank you for your reply and pictures. Microsoft stands firmly behind the quality and reliability of our Surface family of devices. Unfortunately, since your device is no longer supported, it is therefore not eligible for service. 

    There is no inherent risk or safety concern associated with these expanded batteries. With that said, like alkaline and other batteries, the lithium ion batteries used in Surface devices contain materials that can injure skin, eyes, and lungs if punctured. 

    We recommend that customers not continue to use a device with an expanded battery, except where the Surface operates only on battery power and for the purposes of data transfer. Surface devices with expanded batteries should not be connected to AC power as it could possibly lead to rupture. 

    We would suggest that you discontinue the use of the device and dispose of the damaged Surface per your local electronic waste process.

    Thank you,"

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  2. Anonymous
    2021-05-07T13:04:28+00:00

    I have exactly the same problem.   However, I purchased my Surface Pro 4 in 2016, and the screen only started bulging when I connected a larger screen via the Surface Dock whilst I was working from home during lockdown.   I was very dismayed to see first a scorch mark appear on my screen on the left hand side, then the screen started bulging.      I have tried to get in touch with Microsoft Help so far without success, and because my warranty has expired any help will be chargeable??

    I will keep trying to contact Microsoft Help.    As everyone of this forum agrees, it is unacceptable that what is considered normal practice should cause damage to the laptop.   I am upset and very disappointed.     I purchased a high spec machine which I had hoped would last me for many years more.

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  3. Anonymous
    2021-04-02T00:58:29+00:00

    After replacing the battery, the Surface came back to life. However, there is a big dead spot on the digitizer screen and the type cover will lose connection intermittently which may be damaged by the old bulging battery.

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  4. Anonymous
    2021-03-24T08:29:10+00:00

    Yes, same with me. Bought in mid 2016. By mid 2020 its screen popped off, and the battery bloated. I'm in the UK so no idea what we would do legally. Had to phone support and I DID end up getting (paying for) a refurb one as I like them so much.

    I did a video outlining the issue on my tech site, showing the damage and ultimately explained what I did to solve the issue: **https://www.youtube.com/watch?v=tbui\_PbgrFQ**  (not sure if YT can be posted on here, but might be useful for someone)

    Answer this though, the battery bloat has been quoted as being caused by 'overcharging' - so what's up with the docking station, it's permanently charging by design?

    Get out of that Microsoft.

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  5. Anonymous
    2021-03-23T20:34:30+00:00

    Unfortunately this happened to my child who saved up at work to buy this to use for college.  She had the screen popping off and put duct tape on it.  By the time she saw that this is an issue the warranty was up also.  Very sad and disturbing!!!  We went with a different brand of computer and hesitate to get one for my other child who sees it on a list for computers adequate for his college program.  We should have been notified, this is an issue, it is not our fault and is a fire hazard.

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