Surface Pro 4 - Screen won't wake from sleep

Interesting to read as I just got off phone from John Lewis tech support and the chap software it was not a known problem and started asking about virus scanners. I would not accept anything other than replacement so am backing everything up before taking back to shop.

This is my second from them after initial one had sleep problems. Thus was no different but I had decided to wait for MS to find a software fix. However the latest updated resulted in my fan being on continuously which is totally unacceptable.

i7 16GB 256SDD LOT 1724. 

I also just finished an hour and a half with two tech support people regarding my wake-from-sleep issues.  Their first solution was to uninstall and reinstall the surface telemetry driver.  I'll let you know if that works.  The next was to change everything from sleep to hibernate.  I said no thanks since that is not a solution and is a workaround I've already used but it is not how the SP4 is supposed to work.  They assured me that the engineers know of all the problems with the surface.  They offered a standard exchange which would leave me without a unit to do any work for a couple of weeks - not a reasonable solution.  The 'supervisor' said that the refurbished machine would not have any problems and would not have a sleep issue - somehow I don't believe that.  They said that advanced exchange is not possible in Canada but I could goto the nearest Microsoft store which is 5 hours away.  As many of you know, going without a working computer for a couple weeks is not possible and I guess I have to stay with a half-working computer until they reinitiate advanced exchange in Canada.  It makes no sense that they can't do an advanced exchange if they can do a standard one.  What terrible customer service Microsoft.

>> Update from Surface Support

Ok so I brought mine (SP4 i5 ) from John Lewis in the UK Nov last year.

Had enough so phoned them and they wanted me to bring it to store to be sent to Microsoft etc - can take up to 28 days, so wasn't happy and explained I would get better support from Microsoft.  So they suggested I tried them direct.

Just got off the phone with Surface Support and his first words were - its a known problem with the Surface 4, they wouldn't entertain a return until I had tried the downloaded image but if it failed after that they would do the same return procedure as everyone else.  Basically send me one before having to return mine but with the charge held on my account.

What was a bit cheeky was, he said they are working hard on a fix for all machines as the latest patch only fixed it for a few and the stop gap solution was to use hibernate.  To which I explained this was unacceptable as they gave no timescales nor publicised this fact.

My machine actually has a slightly different issue now in that when the screen turns off it crashes and reboots - according to the power settings the screen powers down after 10 minutes but never goes into standby - this is on power and I have an external screen attached.  Either way its useless.

If anyone else brought theirs from John Lewis then the good news is, if you have to return something for repair then you only need to do this once before your eligible for a refund.  So if my second machine follows the same pattern its goodbye from me.

Chief Scientist,

Sleep improved for me a bit with user initiated sleep after the 4/19 update. But system initiated sleep was just as bad. I think that's a distinction we have to make here. But even after that 4/19 update, and now a Reset (keeping my files), with a relatively clean PC, I still saw the system initated sleep black screen, and have now been seeing user initiated sleep black screens (after the reset things seem to have gotten even worse honestly). It's a mess, and Microsoft should be helping us out here, they are nowhere to be found. We are flying without a pilot with deep knowledge of the issue.