Surface Pro 4 Screen Flickers

Anonymous
2020-03-29T23:39:47+00:00

I have the same problem as many other Microsoft users (summarized below)

What is Microsoft's solution to resolve the Surface Pro 4 flickering screen?

ISSUE

Due to the pandemic, I now need to work remotely and use this Surface for 8 or more hours each day.  The first full day was a surprise when my screen started flickering.  I see that Microsoft knew about this issue and arranged to extend the warranty to 3 years.  Unfortunately, my Surface Pro 4 is just past the 3 years.  I feel that since my Surface was registered when I bought it that Microsoft should have notified me that my Surface was in the batch of known hardware defects.  Had I known about this issue, I would have taken care of this issue immediately.  Instead, I was left to discover this on my own over time.  Now, Microsoft support has offered to replace my Surface with a used certified Surface for an additional $599.99 with only a 90 day warranty.  I don't really want to spend an additional $599.99 but I will if I have to so I can continue to get some work done.  I have 2 issues with this, one is that Microsoft had my contact information from my registered device and never contacted me to say I had this known hardware issue and second is that after I spend $599.99 I will get a used device with only a 90 warranty. 

1) What is Microsoft's resolution to this?

2) How do we implement the solution during the COVID-19 crisis?

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2020-06-29T16:29:32+00:00

    In the form that we filled for dispute , there is a space to key in  the resolution needed by us.

    We had asked for "no cost replacement of our device" and  microsoft resolved it .

    Regarding timeline , once our forms with all documentary evidence was received , it took the escalation team about a week to resolve . 

    For process pls go through the link 

    https://www.microsoft.com/en-us/legal/arbitration?SilentAuth=1&wa=wsignin1.0

    A notice of dispute form has to be filled manually and sent with any documentary evidence supporting your case like the interactions with customer service , or anything that you deem fit so that the escalation team can review and take a call. 

    notice of dispute form is at this link 

    https://query.prod.cms.rt.microsoft.com/cms/api/am/binary/RW5Dpq

    Thanks for the promp reply!

    And did you return the old device? I have gifted the device to my brother outside US and it might be hard for us to send the old one back to them quickly.

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  2. Anonymous
    2020-06-29T17:20:09+00:00

    in our case microsoft did not request a return of old device ....

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  3. Anonymous
    2020-08-17T14:58:12+00:00

    What I am finding is absolutely typical of Microsoft Customer service, or non-service is that when I go to the link for arbitration, there is a section about how to file a notice of dispute:

    Microsoft is committed to resolving disputes fairly and efficiently. If you are unsatisfied with the resolution a customer service representative offers for your problem, you live in the United States, and your agreement contains an arbitration clause, you may notify us of your dispute by downloading and mailing the form to Microsoft.

    Download the Notice of Dispute form (PDF).

    Get instructions for how to file the Notice of Dispute form.

    I don't know if it works for anyone else, but when I try to get the instructions for how to file the Notice of Dispute form, which I'm sure I need to read, the link takes me back to the original Arbitration page, and not to the notice of dispute instructions.  So of course, there's no way to find out what's in the fine print.  Has anyone been able to download these?

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  4. Anonymous
    2020-08-18T18:17:49+00:00

    I have been experiencing the same thing and because I didn't buy my Surface from Best Buy or Microsoft they don;t want to to repair or replace it even though it's been less than 3 years.  Who has the confidence to buy another device from them, I don't.

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  5. Anonymous
    2020-08-23T23:59:58+00:00

    My experience almost exactly mirrors Samuel Felix's with my 3 year + 3 month old Surface Pro 4.  Have followed every protocol, including reimaging via a USB recovery drive, and the flickering/scrambling persists.  Have spoken three times to Microsoft Surface Support with very disappointing results.  I have no intention of spending $599.99 for a replacement Surface Pro 4 with a 90 day guarantee.  Microsoft has been sending me emails for their store and "tips" on using my Surface Pro 4 for my entire ownership period, so they knew we had purchased their defective computers.  Instead of assuming ownership and responsibility for "flickergate",  they give us corporate nonfeasance!!!  Extremely disappointed and angry!!!!

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