Surface Pro 3 LGC Battery Degradation

Anonymous
2017-02-16T00:04:44+00:00

Split from this thread.

Split from this thread.

It was suggested that I open a new thread for this issue that I am having.

Since the Win 10 Anniversary update, I was not able to turn on my Surface Pro 3 i7 512GB with LGC LGC Battery without having it plugged in with the power supply or docking (I own a total of Three Surface Pro 3 Docks at home and 2 offices). It always said "82%, Plugged in, Not Charging", and would always instantly turn off once I pulled off the power supply tab.

I had spoke with a Technical Agent online, had my Pro 3 remote accessed, did all the proposed solutions, and even had a call from Bellevue, WA (I live in Hong Kong) before I found out that it was a software issue as stated by Microsoft.

With Auto Update turned on, I was notified that I should restart my Pro 3 this morning while I was on the docking station. I was happy that this issue was going to be resolved, but now I am disappointed that this firmware update did nothing for my Pro 3.

I'm hoping that someone out there has some suggestions.

Thank You.

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Surface | Surface Pro | Display and screen

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  1. Anonymous
    2016-09-29T18:38:21+00:00

    All I can do at this point is actively discourage everyone I can from buying a Surface product. I now have a $1500 12" desktop in a situation where I need a mobile PC for work every day. Amazing.

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  2. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-09-29T15:45:08+00:00

    According to the email I received this morning, engineering will contact you no

    later than Monday. this is a different group/process. don't contact support and

    don't open any cases/service orders. I suspect that they will NOT charge you and

    that they will send you a refurb overnight and tell you how to return yours to

    the engineering group that wants to look at your machine. All of these folks are

    at the Ignite conference. This is a totally different group than the folks you

    contact at the Answer Desk or the phones.

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  3. Anonymous
    2016-09-29T14:29:02+00:00

    Barb:

    Like i said, i truly appreciate your help and i know that you have already done all you can do to expedite; however, if i don't pay around 400 plus tax and send this in soon, i will have to start a whole new service order with MS later on - it literally took me about 6 hours on the phone with different ppl arty MS to get the option this time. So, i know it's out of your control whether or not an engineer chooses to contact me but if you wouldn't mind asking them for me if, when they say they want to swap mine out, they mean for me to pay the out of warranty charge or not? It would be greatly appreciate, and would help me decide whether to try harder to get my money back from the person who sold it or whether i should sit tight and wait...

    Thanks again

    Carl

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  4. Anonymous
    2016-09-29T14:19:08+00:00

    I assume they already have hardware with the same symptoms in their lab because they did not take me up on my offer to ship mine in.

    I hope they can fix it. I have a desktop for working at my desk, I only had the SP3 for when im not tethered to my desk.

    Right now I am wondering, Barb if you can help me decide please, should I:

    A) Continue waiting

    B) Pursue the battery replacement for $200 

    Thanks,

    Henry

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  5. Anonymous
    2016-09-29T13:28:56+00:00

    Ok new update on progress. After having restored and reset 3 times and doing all requested fixes and ending up with battery showing 26 percent not charging i unplugged the surface and left the keyboard on it for 2 days. After rebooting it i found the battery to be at 0 percent and not charging still. I did a complete wipe and reinstall but did not do the anniversary update yet. Really interesting now. I still must use the power adapter or the surface will not boot or stay on but the battery shows 100 percent charged but with x. I do a new battery health report and no battery is found now. I checked all the updates and they were installed and devices show correct driver versions. Still really odd that if i try and use my car charger now the surface will not boot. Only to surface screen for 10 seconds and then goes black and shuts down. I am at a loss. .. .not only in money and countless hours but in total shock how ms is handeling this issue. I would be glad to swap this unit out for the cause if needed. Thanks.

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