Surface Book Battery 1 Not Present

Anonymous
2018-08-31T23:14:07+00:00

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!

Surface | Surface Book | Power and battery

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  1. Anonymous
    2019-09-30T19:33:15+00:00

    Through all the steps I have made no progress and have lost a lot of time trying to resolve this battery problem and its on there end.

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  2. Anonymous
    2019-09-30T20:14:27+00:00

    Just an update as the original poster. 

    I’m still absolutely furious with the unhelpful and repetitive suggestions from Microsoft. I ended up junking it and having to dish out on a new laptop only 2 years after purchasing the Surface Book. Shame on the support team. Someone should have offered a refund or replacement.

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  3. Anonymous
    2019-09-30T20:24:33+00:00

    That's what I'm going to have to do, soon as I can afford to, I am very disappointed with Microsoft.

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  4. Anonymous
    2019-09-30T23:22:26+00:00

    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.

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  5. Anonymous
    2019-10-03T14:39:46+00:00

    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.

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