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
    2021-01-22T11:59:19+00:00

    same as yours.. 

    ms refuses to help. 

    the laptop has a critical design flaw that leads to ghost touch and flickering screen that has been accepted and a recall/replacement silently issued. however they time limited the replacement to 3 years. my device started experiencing these problems recently and the company is arbitrarily using the time bound schedule as an excuse . I am forced to use the faulty device which the company has accepted and yet is denying liability. the time bound schedule is being extended in countries like USA and EU but they are asking for almost ₹40000 to do the same here for no fault of mine.  

    wish i was in the US

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  2. 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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  3. Anonymous
    2020-06-29T15:46:47+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

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  4. Anonymous
    2020-06-23T20:06:52+00:00

    Hi all

    I recently had an update (maybe 1 week ago or so), and since then, I have not been experiencing any screen flickering. I've been doing pretty much the same level of activity as before...

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  5. Anonymous
    2020-06-14T23:53:03+00:00

    Another victim is here. I have a Dell laptop and a SF4 and typically work on the laptop most of the time. My SF4 actually had worked well until this lockdown, when my wife started using it more for her online English classes with Zoom. It started flickering about 2 weeks ago when got heated and was getting worse and worse.

    The thing is I never knew about this problem and I actually plan to buy a newer Surface. But now, after reading all of this, I will not do it anymore. It is insane to offer cost of $599 to fix it with a replacement. Unacceptable!

    Assuming you were happy with all the other aspects of the Surface Pro 4, what are you considering to replace it with. Just curious - I am thinking the same way as you do.

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