Surface Pro 4, Screen Flickering, Shaking

Anonymous
2017-01-19T07:47:47+00:00

Hi All,

Update: Flickergate is now having a forum to bring all affected users at a single platform to plan for resolvement of issue. Please join at

 https://forum.flickergate.com

UPDATE: Check FlickerGate.com for videos of the problem and to submit your own. 

I purchased SP4 device a few months ago and it was working fine for a month. Then I noticed that when the CPU is at its max, the screen flickers a bit. Investigating further revealed that it flickers even if it is setting idle. It does not flicker if at least one of the following thing is done:

  1. A video being played in browser 
  2. If I keep the touch screen busy by either taping it or keeping a finger on it
  3. If I use the touchpad
  4. If keyboard is used for typing

This resulted in making the device completely unusable while reading articles or ebooks. I am a developer, most of the time I have to read the code and to do that, I have to constantly keep a finger on the touch pad or the screen. I contacted surface support in October and November and was told that the developers are working on the patch. Looking at the updates the developers are pushing since then, I don't think anyone is even aware of the problem there. 

My previous support ticket numbers are:

 ***deleted personally identifiable information***

***deleted personally identifiable information***

Just wondering if anyone else had the same problem (and the fix) and if not, what's the procedure for the refund? I will rather go for a mac then sacrificing $2000+ for a dancing screen.  

Kind Regards,

Abbas

***Personal information deleted by the moderator. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy.***

Surface | Surface Pro | Display and screen

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.

0 comments
Answer accepted by question author
Anonymous
2018-05-11T17:59:00+00:00

Hey Everyone,

Creating the best products and experiences for our customers is our top priority.

We have heard your feedback and after careful examination, have determined that a small percentage of Surface Pro 4 devices are exhibiting a screen flicker that cannot be addressed with a firmware or driver update.

To support customers affected by this issue, we will replace eligible Surface Pro 4 devices for up to three years from the date of purchase, free of charge. If you believe your device is experiencing this issue, please visit our Surface Pro 4 screen flicker article for more details.

Bryan [MSFT]

Was this answer helpful?

100+ people found this answer helpful.
0 comments

2,779 additional answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2018-05-19T08:26:15+00:00

    I had the same problem, started with screen flickering to finally screen breaking apart due to battery bulging. I spoke to MS and they take this problem VERY SERIOUSLY AND PROMISE TO REPLACE it immediately. The process is ongoing. Please call them.

    Here is the email from them:

    Hi Mr Raj,

    Thank you for your recent contact to Surface Customer Support. We received information regarding an issue you were having with a Surface Pro 4 and the screen detaching from the device. We take these claims very seriously and want to make sure we can get this resolved for you.

    My name is Alicia, and I am reaching out to you from the Microsoft corporate offices regarding the issue you reported.

    Thank you for sending in the requested pictures. I have placed an order for a replacement Surface to be sent out to you, and you should receive an email with the order details soon. You should receive another email with tracking information once the device has shipped.

    Due to the nature of the issue with your device, we must collect the device in a specific way.  You will be contacted by our collection team sometime soon about pick up of the defective device.  Please keep the device until they can collect it from you. It can take 4-6 weeks to start and complete the collection process, but you can arrange the times that are most convenient for you with the collection team once they have reached out to you. The courier that will arrange collection will be a third-party company, so please do not be alarmed if they are not directly from Microsoft. Please do not ship the Surface yourself, even if your replacement comes with a prepaid label.

    If you have any questions, please feel free to let me know by replying to this email.

    Thank you,

    It'a always the same old story.

    Why they simply pay us the money back so we can buy any another device but no MS

    Was this answer helpful?

    0 comments
  2. Anonymous
    2018-05-19T01:53:52+00:00

    I had the same problem, started with screen flickering to finally screen breaking apart due to battery bulging. I spoke to MS and they take this problem VERY SERIOUSLY AND PROMISE TO REPLACE it immediately. The process is ongoing. Please call them.

    Here is the email from them:

    Hi Mr Raj,

    Thank you for your recent contact to Surface Customer Support. We received information regarding an issue you were having with a Surface Pro 4 and the screen detaching from the device. We take these claims very seriously and want to make sure we can get this resolved for you.

    My name is Alicia, and I am reaching out to you from the Microsoft corporate offices regarding the issue you reported.

    Thank you for sending in the requested pictures. I have placed an order for a replacement Surface to be sent out to you, and you should receive an email with the order details soon. You should receive another email with tracking information once the device has shipped.

    Due to the nature of the issue with your device, we must collect the device in a specific way.  You will be contacted by our collection team sometime soon about pick up of the defective device.  Please keep the device until they can collect it from you. It can take 4-6 weeks to start and complete the collection process, but you can arrange the times that are most convenient for you with the collection team once they have reached out to you. The courier that will arrange collection will be a third-party company, so please do not be alarmed if they are not directly from Microsoft. Please do not ship the Surface yourself, even if your replacement comes with a prepaid label.

    If you have any questions, please feel free to let me know by replying to this email.

    Thank you,

    Was this answer helpful?

    0 comments
  3. Anonymous
    2018-05-18T17:28:30+00:00

    My screen just bloated today and cracked the screen after enduring many months of several yellow spots that did go away, as well as screen flickering. It was acquired sometime in October 2016.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2018-05-17T06:06:32+00:00

    Hi Mike,

    Yes, I would like to write you a email. But, the address provided is 

    *** Email address is removed for privacy ***

    You may check my contact details with Order Number: 16195004900 and email me instead. Otherwise, display your email on this MS committee and take care of this *** Email address is removed for privacy ***

    Also, could you tell me if I can work out something with your Singapore contact at 

    Microsoft Regional Sales Corp., 

    438B Alexandra Road, #04-09/12, Block B, 

    Alexandra Technopark, Singapore, 119968.

    Was this answer helpful?

    0 comments