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
    2016-09-29T14:29:02+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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  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. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2016-09-29T15:52:29+00:00
    1. the support agents in THIS forum don't talk to the people in Redmond and

    would not be in a position to take you up on an offer to send yours in. Greg

    hasn't been back since he made that one post.

    1. I don't know what hardware they already have, but there appear to be two or

    three different issues with LGC batteries.

    1. Your issue appears to be different that the trending ones. I can't see anyway

    you could install firmware - even if there was a fix - in your situation where

    it is 0% not charging. So you should chase a replacement. I have been unable to

    find anyone that will honor the $200 battery replacement promise on Reddit

    https://www.reddit.com/r/IAmA/comments/26m9cu/we_are_panos_panay_and_the_surface_team_at/chsei5u

    • I have contacted everyone I know at Microsoft on this without getting an

    answer as to how customers can get a $200 SP3 battery replacement.

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  4. 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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