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

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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]

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  1. Anonymous
    2017-04-14T19:17:40+00:00

    Agreed.

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  2. Anonymous
    2017-04-14T19:33:37+00:00

    You've outlined my exact concerns.

    I already got burnt with an original Surface RT that died a week after warranty. I made the mistake of trying Microsoft again with the Pro 4 and it is looking like I'll regret it.

    It's a beautiful device but spending $2000 on it to have it last less than a year isn't acceptable.  

    I have sent my surface to family so I can submit it in for replacement but my fear is exactly what you've outlined, in a few months when my warranty is expired and the replacement device's warranty has expired the issue will reappear.

    Microsoft needs to acknowledge the issue and make it clear that they're addressing it.  

    Until they do so I will be actively avoiding buying or recommending Microsoft hardware to anyone.

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  3. Anonymous
    2017-04-15T02:37:23+00:00

    What's worse, I tried to contact Microsoft as they recommended in the email but they require $29 per call since the warranty is over which I find to be ridiculous.

    I had the same issue. Doubly upset because Microsoft support were the ones that told me to sit tight and wait for a patch until my warranty expired and I could no longer contact them for free. Anyway, call 1-800-Microsoft and explain your situation to a person. I managed to arrange a replacement without paying for the dedicated Surface support line.

    Like many, I am international and had to spend hundreds of dollars shipping my machine to and from the US for replacement. The lack of transparency and acknowledgement on this issue is insulting and infuriating.

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  4. Anonymous
    2017-04-15T06:39:31+00:00

    Strange. I didn't pay for anything for my 'out of warranty service'. I had problem getting reaching support so I chose support for the surface pen instead. (i couldn't reach chat support any other way and I didn't have to pay for this option). When I finally got to chat with a support agent I explained that I had the issue for a while, and my device went out of warranty waiting for a fix. He was very nice, said it was a known issue and I will get a replacement device, even if i was out of warranty. Got a prepaid UPS label in my inbox. UPS picked up my package at my doorstep, got a new one back 4 days later delivered at my door. Didn't cost me anything except for a box and some bubble wrap, to get mine replaced.

    I find it odd that there's no consistent policy for replacements with this issue, but I guess I just got lucky? For me the service was super..

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