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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  1. Anonymous
    2016-11-18T01:53:11+00:00

    I'm at 256 cycles .... i take it that is bad

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  2. Anonymous
    2016-11-18T01:25:16+00:00

    I have a SIMPLO battery.  I never experienced the problems many of Simplo battery owners at first, but after applying the August 31st battery fix  I noticed problems with charging (never gets to 100%).  During this time since the firmware fix, my battery capacity has gone down and my cycle count up.  I had less than 70 cycles for a period of 18 months or more and after the firmware updates just 2+ months ago, I am now at 177 cycles.  This is an inflated cycle count...check your cycle counts everyone!

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  3. Anonymous
    2016-11-17T20:34:09+00:00

    Nicely put. The other disturbing thing is that there are no communications to their support team.  This is what I got from a tech:

    "To tell you honestly, our department has no visibility on the movement on the revisions made on the Windows 10 operating system unless they have been announced and as of yet, we have no memos regarding this specific symptom for LGC battery. "

    So how support has to respond to users with this issue is: customer, your battery is dead (which we know is not the case) so your only option is to spend $450 on a refurbed unit or live with it.

    So now we have 2 customers.  1 that knows nothing about this thread or has heard nothing about this problem and just accepts this as the only solution. The other that is aware of "BatteryGate" and has heard MS say we are working on a solution.  So the first customer makes a decision not knowing the facts that this may get fixed in the future and invests in the replacement unit.  The second customer doesn't know if for certain a fix is coming or when or if they purchased a replacement if MS would reimburse them should they solve this problem with firmware.

    All of this for what?  What's the end game with this?  Why not keep your customers informed so they can make decisions?

    It's like JayDeeXR said, this just erodes brand loyalty.

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  4. Anonymous
    2016-11-17T02:36:40+00:00

    So I had my surface unplugged and turned on to see it suddenly knew the charge and could detect the battery.  After a restart and finishing the firmware install. . . It's back to not working at all. 

    Thanks Microsoft. 

    I really am starting to hate you.

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  5. Anonymous
    2016-11-17T01:03:21+00:00

    I totally agree - we have the right to reasonable communication at least.  A clear indication of the state of progress and Microsoft's intentions in relation to this matter is an appropriate expectation.

    The depersonalization of dealings with large corporations does absolutely nothing to further brand loyalty, which is near the top of the list of the things these companies aspire to.  What we need is a "Yes, we stuffed up and here's exactly what we're going to do about it."  Instead we get an occasional vague platitude, ineffective software updates with no clear indication of what they are expected to achieve, but mostly silence.

    When will they understand this alienates customers like nothing else?

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