Surface Book 3 - The newest update has completely bricked my Surface Book 3. Is there any hope for me?

Anonymous
2022-02-05T03:24:34+00:00

Hello, I am desperate for help. Microsoft "support" has told has no known solution. Thank you

Issue:

Since the latest Windows update, my computer will not turn on.

When attempting to power on, I receive the following error:

"Boot Error: Couldn't find a bootable operating system. Check the Boot Configuration to try to fix this"

Support told me to download a "Surface Recovery Image Download" from the website and extract the contents onto a 32gb Thumbdrive. I followed the instruction to boot up the computer with the thumdrive and select the "recovery option"

The computer begins to restart/recover process and immediately stops and goes to a blue screen that says the following:

"Reset this PC. There was a problem resetting your PC. No changes were made." the only option to select is cancel.

Here is where microsoft support says that they know no other solutions and they can only tell me that I no longer have a working computer. I must buy a new computer.

Looking for any help that they might have missed. The computer was working flawlessly before the update.

Details:

Update was the Morning of February 3rd, 2022. I was using my computer normally without a single issue. At about 10am I was prompted to begin the newest Windows update.

I have previously completed every update at the time I am prompted, so I believe I was up to date with all updates.

Device:

Surface Book 3 - 15 in. 512GB i7 32GB with GeForce

Thank you anyone that can help in advance.

My entire business workflow has been devastated. And because of the shortage in supply chain, I can not seem to find a comparable computer available for sale to replace mine

Surface | Surface Book | Install and update

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Anonymous
2022-02-07T20:11:06+00:00

Thank you for reporting this issue.  We are actively investigating. For additional help, contact Microsoft Support

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  1. Anonymous
    2022-02-20T15:39:28+00:00

    I would probably post an inquiry asking those who were affected to join in on this pursuit. Than a list can be compiled. $2700+ is not something to sneeze about! Especially when business related files were on the device of the utmost importance. I've previously trained leadership on the steps to save their data, but not all listen or are savvy enough to heed, as they a business to run! Count me in!

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  2. Anonymous
    2022-02-20T17:08:35+00:00

    Sure thanks

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  3. Anonymous
    2022-02-20T18:41:20+00:00

    Sure. The first time I contacted support, 2nd level refused to replace or repair my SB3 for free because it was out of warranty. That was very early, a day after it was bricked (and 3 days after the firmware was released). I waited a week and posted here in support of other people reporting it. I was also in contact with another person who supports a fleet of SB3s and reported it as well. Once MS said they were replacing all of his, I made a 2nd report. This time I made it clear that I would not take no for an answer; that this was clearly the fault of MS as evidenced by my experience and by the complaints on this forum. The 1st level representative was supportive (as they were the first time) but they are obviously not empowered to make these decisions. He kicked it upstairs, as before, and I made sure he included a link to here. It took 2 days, but 2nd level contacted me directly this time and asked me several questions regarding the circumstances when the SSD failed (was it connected to a dock, was it open or closed, did the SSD disappear directly after the reboot, &c). It was that person who relented and made a replacement order for me. That included a shipping label and a promise to send me a new (refurbished?) SB3 once they received mine in good condition. She also suggested that I take many pictures and/or a video documenting the condition before shipping and how it was packed. (That did not make me feel very confident in their customer service; like she was used to having people's claims rejected arbitrarily or because the item was damaged in shipping.) Regardless, they did receive mine, inspected it, and my replacement is on its way now (scheduled to arrive Tuesday).

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  4. Anonymous
    2022-02-20T18:53:17+00:00

    Everyone has reported this!

    A) It was not clear that *you* had opened a ticket with MS.

    B) I was also told that it would cost me $649 to replace mine because it was out of warranty and it must have been a failure of the SSD.

    C) It was by opening a 2nd ticket and being insistent that the cause was clearly the firmware update and pointing to these forums as evidence that I was able to get MS to relent.

    D) I am not apologist for MS. This firmware update was clearly faulty and not tested with all of the hardware configurations. While they are replacing my machine, it is not at zero cost to me: I have been without my most capable and primary machine for nearly 3 weeks now. I am also out the cost of packing materials. It would have been much better customer service if they had transshipped the replacement instead of waiting for mine to arrive and paid for UPS to pack the defective machine.

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