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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.
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.
I have exactly the same problem. Bought an surface Pro 4 in 2017, recently the battery swollen and the screen popped off! I have spoken to CS support which is not helpful at all. they told me that because my warranty is up, I would have to pay $400 to
replace the laptop with a refurbished unit. This is absolutely insane to ask your customer pay to exchange an defective item. Shame on you Microsoft.
Hello Surface world!
Just wanted to let everyone know that Microsoft definitely knew about the battery problem but isn't really willing to do anything. I had this swelling problem for a very long time but thought the glue around the edges were coming undone. I had run the "put your SN into box to find out warranty" it came up with 2018. I really didn't think I had purchased it in 2014/2015 but. . . Well, today I opened the bottom because the Surface decided to totally stop working. I found the date of 2016 stamped on the bottom, which tells me it was impossible for me to purchase my surface in 2014/2015 - I'm guessing it's now just a 2 yr warranty, not 3 yrs. So, yes I'm back to Dell which my last Dell lasted me over 10 yrs so it'll be a much safer bet for me and my money!
BTW - Opening to bottom and unhooking the batteries did not destory the computer, I actually got it working again by doing this! It's also better because it's not so hot and swellen on my legs! So, I'll just tape it up, use the power cable and use the surface until I recieve my new computer in a few days. Just chalking this one up as a lesson learned about MS hardware! If they had put out a little effort to fix this problem they could had retained me as a customer - now I'll for ever be bitter about my experience.
You can see in the photo that on the right side that battery is swollen.
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Just reading this thread tells me that the problem I have is not unique and knowing that Microsoft has extended the warranty to three years to cover this issue merely reinforces this.
I have a Surface Pro 4 with the issue so I called support. Microsoft CSR asked me to upload a photo using a link she sent me. At no time did she indicate that there was a three year limit. A few days passed and nothing happened so I called support again and this time they told me the device was more than three years old so it would cost more than four hundred dollars to replace the device with an identical Surface Pro 4.
I find this particularly unacceptable. This is an high end top of the range device which cost a lot of money and has a known issue that causes battery failure. It seems to me that Microsoft need to get their act together on this because when I checked the trade in value of the device I found it to be 115 dollars! Obviously something is not right, Microsoft will buy the device from me for 115 dollars but will only sell it to me for more than 400!
I would not have an issue if Microsoft had offered to replace the device with a Pro 7 for the 400 plus dollars but find it insulting that they will only replace with a like device that they value at 115 dollars but charge well over 400 for!
I can't find anything anywhere that tells me how to take this matter further. Does anyone have any information that might assist me?
I have this same bulging screen problem. I just ended a support chat with MS support and the rep said that its been more than 3 years , by 2 weeks, so I have to pay $599 to replace my defective computer. This is insane because so many have the same issue it is clearly a manufactured defect. I spent a lot of money for this computer as I thought I was buying the best and it would last me a long time. If MS devices last only 3 years and they will not cover it, then I am surely never buying another MS device again and telling everyone I know what I piece of !@#$ the surface is.
Frustrated and disgusted :(
Same issue here! I'm so disappointed for choosing a Surface Pro over a Macbook! Never again! Stay away from Microsoft their is NO Customer Service!
