Surface 4 Pro screen bulging at lower left edge and separated from the frame

Anonymous
2017-11-04T20:36:18+00:00

I have a Surface 4 Pro that I purchased in March 2016. Over the last few days, I was seeing a considerable color bleed on lower left edge of the screen. Then I stared noticing that that type cover does not seem to close flat against the screen. On closer inspection, I found that the screen is bulging (curving out) on the lower left side and the screen edge has separated from the frame, exposing a gap, Some of the circuitry inside seems to be pushing out as well from what I can see through the gap, indicating something inside is exerting an outward pressure. I pushed the screen back in and with a little pressure it got flattened. However, after a few minutes use, the screen bulged out again. There is no physical damage to the screen, the bezel or the device in general, no cracks or scratches.

What is causing this and what is a possible solution?

Thanks,

Deepak

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2019-05-24T17:17:00+00:00

    This is a photo of my Surface with the screen separating from the frame. Microsoft said it was not under warranty and “We recommend that you discontinue use of the faulty device and purchase a replacement Surface .” I believe the reason they recommend discontinue use is the possible fire hazard. Microsoft site includes a screen separation in their list of problems. They are certainly aware of the defect but are not willing to correct it.

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  2. Anonymous
    2019-05-23T16:56:37+00:00

    Pleased for you. They charged me for exchanging a dangerous surface 4 and have”closed the case”. Nobody to talk to at microsoft. . Failing company scared to acknowledge a faulty battery???

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  3. Anonymous
    2019-05-23T15:02:57+00:00

    MS has exchanged your computer for zero dollars and still refuses to do so for me. They have done the no cost exchange many times.

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  4. Anonymous
    2019-05-23T14:46:54+00:00

    I had my Surface Book exchanged out no charge by Microsoft and I am happy with their response.

    i have the same issues, here in Cambodia, , on swelling a few days. Any remedy @microsoft?

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  5. Anonymous
    2019-05-03T01:57:05+00:00

    I purchased my SP4 (I5, 8G ram, 256G drive) in February 2016 (over 3 years ago) and just had this problem, screen separating on lower left.  I followed the lead of RobertGraban (thanks Robert!) and went to support.microsoft.com/devices and logged in to my Microsoft account.  It showed my SP4, which I had registered.   I selected it and reported a problem.  The resulting page said "This device is out of warranty you will be charged  so ...".  That made me feel a little nervous but I went on with it and selected "talk to a support agent".  That resulted in a dialog that asked for my phone number.  I filled it in and within about 20 seconds of submitting that page, I got a call back from a Microsoft agent.  She asked some questions, and asked for photos of the problem.  While online with the agent, I submitted the photos.  She also asked for the serial number of the charger (perhaps that has something to do with the problem?).   The agent said the problem has been "elevated" and I'll get an email within 3 days.  She could not answer any questions about the problem or about what would be done.  The entire process of reporting the problem took no more than 20 minutes.  The next morning I had the email saying "Your Service Order Has Been Created", along with instructions.  They will send packaging for the SP4 and shipping label.  It showed 11-13 business days for estimated delivery time.  Now, I can go into my account and see status.  Right now it shows "Your package is on its way".  It shows a cost of $0.  Service Type is showing "In Warranty - Standard Exchange (Swollen Battery)".   I'm VERY surprised and pleased the service I got.  

    Thanks for this! I did the exact thing you did and I too am getting a free replacement. The warranty on my surface ended in 2017.

    Thanks. Your experience is similar to the others who have had this same problem. Replacement at no cost. 

    I did as you and as you went through the process. 

    AND unlike all the others was charged $650..

    Still waiting for the replacement.

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