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
    2018-05-16T08:30:33+00:00

    This email froma Mr Mika for the MS can bring some inlight to this "situation"

    The email address is  :

    ******@css.one.microsoft.com

    "

    This is Mike.

    I understand your situation and also your point of view, and I can assure you that if you change your mind and decide to create a replacement order for your device, you will receive a like for like Surface device.

    If you wish to request a refund for the device, you will have to contact the place of purchase. If you've purchased the device directly from Microsoft, in this situation, you will have to contact Microsoft Store.

    If you need further help, I can personally do that if you will reply to this e-mail (please allow me at least 24 hours). Once you do that I will receive your e-mail in my personal Inbox and I will get back to you.

    Thank you very much for your patience and cooperation!

    Kind regards,

    Mike

    Microsoft Devices Customer Support

    "

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  2. Anonymous
    2018-05-16T07:17:42+00:00

    Just to let people know about the replacement experience: you cannot go to a Microsoft store to get the replacement.

    I called into the support line, got an agent who knew about the out-of-warranty replacement policy (I am in USA), and set me up with a support ticket to do the replacement.  Since there is a Microsoft store close to me, I asked if I could just do the exchange in-store instead of sending it in the mail.  He said "Sure" and set me up with an appointment.  But when I went into the MS store today, they said that they had no mechanism to deal with this replacement, and that I had to send it in the mail.

    The store manager said he would report up the chain to tell support agents that the replacement cannot be accommodated in the MS stores.

    IMAO best sokution is to go to social media spreading the word about this outrageous case....

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  3. Anonymous
    2018-05-16T03:40:41+00:00

    Just to let people know about the replacement experience: you cannot go to a Microsoft store to get the replacement.

    I called into the support line, got an agent who knew about the out-of-warranty replacement policy (I am in USA), and set me up with a support ticket to do the replacement.  Since there is a Microsoft store close to me, I asked if I could just do the exchange in-store instead of sending it in the mail.  He said "Sure" and set me up with an appointment.  But when I went into the MS store today, they said that they had no mechanism to deal with this replacement, and that I had to send it in the mail.

    The store manager said he would report up the chain to tell support agents that the replacement cannot be accommodated in the MS stores.

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  4. Anonymous
    2018-05-16T01:05:59+00:00

    @ruicampozinhos, the best way is to help spread about this matter to as many people as you know via social media, social gathering etc... This will eventually affected their sale turnover.

    I have spend the whole afternoon with their technical staff online troubleshooting this problem and finally the technician told me that I have to pay $638 for a replacement. I told him I will never spend a single cent on MS product ever least to said about paying them $638 to prolong this SP4 problem with a 90 days warranty period only.

    Recently, I had successfully stop my business associate from buying MS surface for their sales team. Although, it only affected 10 sets but if everyone going do the same it will add up and affect MS sales turnover. Make it spread like a wild fire.

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