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Hello,
I purchased my Surface Book in 2016 and it has been working perfectly until the past few weeks. The tablet battery (1) says it's "Not Present" and isn't charging and the keyboard battery is charged completely. Because of this, it won't allow me to detach the tablet, which isn't my biggest concern. I only get 3-4 hours off the keyboard battery which is difficult as a college student.
I have tried the UEFI boot restart like mentioned in previous articles, restarting the laptop normally, flipping the charger around in the port and wiping it down, running the diagnostic tool, and the power trouble shoot in settings.
Unfortunately my warranty has expired since then, so please advise me in anyway possible!
Thank 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.
See my reply later - I call it "heavyweight" charging and yes you are right it is a connection problem. I agree with you it is a manufacturing defect, but I am also sure that Microsoft will NOT accept it - because it will then mean they will have to fix it. Like most business they want to avoid spending money to make customers happy, but all of them are happy to charge a customer to make the company happy...
Well thanks for the posting on this group - I found a solution to the problem. I call this heavy-weight charging (and yes people do not warn me about the weight - it is nothing more than 4 lb which is something we apply when even put it in between books in the computer bag or write with stylus). AND YES THE BATTERY 1 is present and charging.
Thank you Microsoft for this - I have had a battery swelling, display issue and so on. Sadly I am now out of warranty as of this past April 2019.... I have spent a lot of time giving so many suggestions to Microsoft and there was no feedback from their teams
In my case, I took my Surface Book to a Microsoft Store (which unfortunately wont be an option for many of you). In my case, the bow in the screen was very pronounced - you could see the screen popping out from the side and you could feel the bulge with your fingertips running over the screen. I have bought a lot of Microsoft hardware over the years, had to wait in the store for almost an hour because of a goof with my service appointment, am very courteous, and was able to convince my tech that the device needed to be replaced with a refurbished unit, which he got his manager at the store to approve. It is possible that doing this service appointment right before the big Surface announcement yesterday also factored into their decision, but I guess I’ll never know. I did not bring up whether the refurbished unit has any later fix to make it not swell over time, so I’m perhaps going to have the same problem. But, I am very happy with the resolution of the problem and wish you all the same luck.
Following up. I exchanged the computer and paid the $500 fee for being out of warranty. The transition was smooth, but the replacement had a inconsistent connection tho the keyboard, so had to replace it again, this time at no charge.. The replacement has been functioning well for the past 8 months.
It appears that the battery problem is due to a battery that swells with time and repeated charge/discharge cycles. It seems like this is a quality control problem with manufacturing. Disappointing to have this happen in a $2700 computer.
That's what I'm going to have to do, soon as I can afford to, I am very disappointed with Microsoft.
