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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?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Same problem here. Also due to the current pandemic, start to use it for more than 2 hours...issue pop up. And of course, no replacement unless I pay 599.99.
The only difference between you and me is you pay 599.99 and I decided to use that money plus 200 extra to buy a new macbook because I afraid I am going to face the same problem one year later and I am sure that microsoft is going to do nothing again and again and again and again
Samuel-- I feel like I could have written your post as I have the identical problem. Prior to the pandemic, my Surface Pro 4 had very light use. I mainly used it as a way to back up my iTunes library. Since SIP, which in the San Francisco Bay Area began on March 17, 2020, I have been using the Surface Pro daily for several hours. The flickering problem began while I was in a Zoom meeting on 4/28/20. I was dismayed to find out that Microsoft was only willing to deal with the issue for devices purchased within 3 years. I had purchased mine on 1/22/17.
My partner suggested I contact Microsoft to see if they would make an exception, due to the extraordinary circumstances we all find ourselves in currently and replace my device without any out of pocket expense on my part. I have received no satisfaction on this front after two separate Tech Support phone calls on two different days this week. On one of these calls, I was also told that I could get a refurbished unit for $599. NO, I am not willing to shell out any more money to Microsoft for a known problem. The other tech person suggested I hook up an external monitor or use a smart TV. NO and NO! First of all, sometimes the flickering and ghosting then freeze my Surface Pro 4 so that wouldn't really work. Secondly, the work I am doing from home is as a contact tracer and all health information must be kept confidential so working from a TV? I don't think so.
My question is this: if Microsoft acknowledged the problem after pressure was put on them and finally accepted responsibility for those units that developed the problem within 3 years of purchase date, why didn't they send out any advisory to all of the people that had purchased this model to let them know of the problem? It seems to me that this would have been the responsible thing for them to do. Will there need to be pressure put on them again, possibly renewing the idea of a class action lawsuit to replace the units like mine and those of many other folks that developed the problem just outside of the 3 year window (no pun intended)?
It certainly doesn't make me want to purchase any other Microsoft products.
The only person I know who has a surface pro 4 (got it from his company he works for) just sent me a video of his surface doing the same flickering it was doing to my surface pro 4. He has a different processor and ram for his and has the same issue. Seems like all surface pro 4’s are bound to fail at some point. Definitely not 1% of users are affected as microsoft claims. Seems like a pandemic.
I'm having same problem...again. This time I keep getting an unknown window flashing on my screen reportedly and it started Thursday or Friday (~ 4/3/20). Tried the troubleshooting, update, new drivers, uninstall, reinstall...still happens.
I say AGAIN b/c last July I had the "known issue " of garbking across the bottom of my SP4 at 2.5 yrs and I use this machine every day, all day for my work (at home). After a few hours on phone, they finally agreed to let me go to Microsoft store in my area & trade it in for a new one.
Had to get special permission & explain again at store but in end they gave me a "new" one or so I thought. They said they didn't have an SP4 so have me the upgraded 6 with same "guts". Since this new occurrence, in looking at the Version, it says SP4!!!
Why would they give me same thing? Nine years months later...same thing. Pandemic has store closed and now will fight on phone to get a new one. Again.
WAY WAY too expensive for this to happen. And I LOVE my Surface Pro. Their problem has become MY problem twice.
Not happy. Good luck to us all.
What can we do to to win Microsoft's support to fix their problem?
If it were up to ME, I'd replace everyone of these with a newer Surface Pro
free of charge. But, I'm an unpaid volunteer and do not work for Microsoft. If
you want background on what a Microsoft MVP is, see
https://mvp.microsoft.com/en-us/Overview and for Volunteer Moderators see
https://answers.microsoft.com/en-us/page/faq#faqWhosWho1
