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
    2018-05-14T07:51:30+00:00

    Just got off with MS Support in Singapore and they are aware of of the issue along with the replacement program.  Apparently,  the replacement program starts tomorrow (May 15th).  The support took down all the relevant information including request for images/videos and provided a support ticket.  He asked that I call back tomorrow to initiate the process.  Therefore for those in other countries that did not get the support, perhaps try again in a few days.

    As stated by Microsoft, the replacement unit will be a refurbished unit and the warranty will be extended, although the support person was not sure for how long yet.  It may be for only 4 months.

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  2. Anonymous
    2018-05-14T06:04:13+00:00

    To Bryan [MSFT],

    If you are not certain that MS can handle this problem professionally and honesty, then don't send such message to waste our time.

    I have spend the whole afternoon with your technical people on my SP4 troubleshooting and finally tell me that I must pay $638 & only 90 days warranty period for an exchange before my warranty period is over.

    It is just asking your customer to give you more money to prolong the problem. MS is thinking that all their customer is an idiot.

    Stop acting like you want to solve the problem and in fact you have anger more end users with such lousy policy and after-sale service.

    The fact remain unchange with Microsoft Surface, it is still a piece of **** product produced by a group lousy **** team.

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  3. Anonymous
    2018-05-14T03:29:03+00:00

    I just call Microsoft Canada at 1-877-568-2495 and the agent who answered, told me that there is no such exchange of tablet "Free of Charge" for the problem of "Screen Flikering". Even though, I told her it was on the Microsoft site, she insisted that I pay the $ 549 + Tx fees ... It is a nonsense !!

    the same case today with Microsoft China.

    Try the chat support. I have just arranged mine to be replaced through the chat support. However, the first agent was truly clueless about the replacement program and insist that I pay the fee for an out of warranty replacement. I then gave the agent the MS support link which mentions about the free replacement, then the agent transferred me to a surface tech expert since she has no clue or whatsoever about it. The surface tech expert acknowledged the issue and the replacement program and arranged for my device to be collected this week and have my replacement shipped to me in 6 working days after their service center receives the old device.

    Will they give us any sort of warranty for the refurbished one? Or like before, we are on our own!

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  4. Anonymous
    2018-05-13T18:32:47+00:00

    I just call Microsoft Canada at 1-877-568-2495 and the agent who answered, told me that there is no such exchange of tablet "Free of Charge" for the problem of "Screen Flikering". Even though, I told her it was on the Microsoft site, she insisted that I pay the $ 549 + Tx fees ... It is a nonsense !!

    the same case today with Microsoft China.

    Try the chat support. I have just arranged mine to be replaced through the chat support. However, the first agent was truly clueless about the replacement program and insist that I pay the fee for an out of warranty replacement. I then gave the agent the MS support link which mentions about the free replacement, then the agent transferred me to a surface tech expert since she has no clue or whatsoever about it. The surface tech expert acknowledged the issue and the replacement program and arranged for my device to be collected this week and have my replacement shipped to me in 6 working days after their service center receives the old device.

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