Surface Pro 4, Screen Flickering, Shaking

Whilst generally very happy with my Surface Pro4, I am also getting this screen flickering on a more frequent basis rendering the machine virtually unusable when it occurs.

I use my SP4 daily for work and now am at the point that this issue is affecting my work and feel I have little choice but to replace the SP4..... and I will not be purchasing another Surface.....

It is real shame as the SP4 would be an ideal piece of kit if this flickering were not occurring.

Please Microsoft, acknowledge this issue exists and advise when we can expect a fix.... the reputational damage this issue is causing should not be under-estimated.

Thanks

Thanks a lot for the info. I am definitely mad about what they said when "the majority of the Surface Pro 4 users do not experience flickering screen." That means they are ignoring us completely, the minority, and waiting for other users to experience this issue. Microsoft should have known that the power of mouth is powerful enough to destroy their products and reviews.

Thanks for posting this conversation. I find it interesting that the rep is cleary contradicting him/herself regarding whether it is hardware or software related. Actually besides the statement "that it seems to be software related" everything else the rep says sounds hardware related to me.

Hi all, WHSim here.

I haven't been following this forum, as I've decided to swallow the cost of this terrible device and move on (seeing that Microsoft has no intention of resolving this in the near future). But just some updates:

I'm currently using the defective SP4 permanently docked to a monitor and desktop peripherals since the flickering has only gotten progressively worse since my last posting.

The shaking has been present 100% of the time in the last few weeks, can't remember the last time I saw it not flickering. Its so rapid that everything appears 'doubled'; also, a new prob appeared where images are burning into the display if left on-screen too long (think I saw someone mention this as well in the recent replies). Anyhow, the screen is beyond any hope atm so I don't even bother to open the Type Cover anymore.. device hasn't undocked from my monitor in weeks.

It baffles me that Microsoft has publicly kept quiet this long man. Its like they're intentionally trying to damage consumer trust in their brand. Same with the light bleed controversy on the SP2017. Sucks that the Surface brand is going this route.. really had something going but completely lost my loyalty.

However, I have personally been able to get into contact with Microsoft a few weeks ago. After bombarding @Surface and @panos_panay on Twitter I received a DM from the man himself.

He immediately put me onto Global Escalation Services (I also took the opportunity to explain the situation to him directly, though he offered no response regarding it).

**Long story short:Microsoft is indeed fully aware of the issue and claims that their engineers are internally working to solve it, and will release an update to fix the screen shaking. The rep officially suggested tonot replace my device a second time because the possibility of it occurring on a third unit is high. Besides that, I was told nothing else could be done at the moment and I should just look out for future updates.**Definitely sucks right? 

I'll quote some of the exact words of the Surface rep below:

Rep: "I wanted to let you know that the issue [SP4 screen flickering] has been raised to our engineering team for resolution. Although they are aware of the issue and working towards resolution, we do not have a timeframe of when this will be resolved."

Rep: "Because there is no guarantee a replacement wouldn’t have the same issue, as it seems to be software related, it’s advised not to process an exchange."

Rep also suggested to uninstall Duet Display (as they usually have done regarding this issue), however it was never even installed on my system in the first place.

Rep: "I am so sorry we don’t have any additional information on this issue at this time, but please understand that our team is working hard to resolve this as soon as possible. If no resolution is made from the above steps, please keep checking Windows Update often for the fix."

As you can see he implies that the issue is software related (it is definitely not).

Me: *Supplies video clips of screen flickering*

Rep: "Thanks for the reply and the images/videos. This is precisely the issue."

Me: "In the scenario that your engineers cannot find the root of the problem, what other options do I have? 

Can I be guaranteed further support beyond our interaction?

Will I be stuck with the defective Surface Pro 4?"

Rep: "Although this particular issue is noted and being addressed internally, you are welcome to continue to use support."

Rep: "The way I see it, is the majority of the Surface Pro 4s are not flickering but have the potential to (to my understanding), so a replacement has a greater chance of not experiencing it. But, as you have already gone through a replacement and still ran into the same issue, this is why officially we are not suggesting replacements."

Rep: "As the developing team is working on it and hope to have a resolution soon in one of the upcoming updates (NB. This was June 3rd, over a month ago.. yet no Surface updates have addressed the issue whatsoever),****I do not have any additional information to provide regarding it at this time."

That was basically the interaction in early June. (won't be surprised if mods block/ censor the convo above)

In my opinion this is an obvious hardware failure affecting countless devices caused by poor engineering choices. As many have pointed out its most likely overheating causing component failure. Microsoft seems to believe otherwise.

Anyway, though I do not intend to be active on this forum much further, I encourage other consumers to continue to press for their rights.

Regards

WHSim.