Surface Pro 3 battery degradation

Anonymous
2016-05-11T07:37:37+00:00

I've been using Microsoft Surface Pro 3 for a year, and shortly after the warranty expired I noticed my Surface Pro 3 can only last about 1-2 hours after a full charge. At first I thought this was a problem with background process draining the battery so I disabled everything running in the background. It didn't helped. Then I found out about the powercfg utility and run powercfg /batteryreport on it, and this was the result:

A full charge capacity has degraded by over 80% in just few weeks and continue degrading. I tried to "recalibrate" the battery by doing full charge then full drain multiple times, and it didn't helped. Talk with Microsoft via chat support and they insist this was a software problem and reinstalled the driver and asked me to wait few days to see if things improve. Not only it didn't improved, but now my Surface can only last 30 minutes.

Few days after chat (today), I called Microsoft support and they were being extremely unhelpful. Insist that this was a software problem (which the chat support person already did) and it's "perfectly normal" for battery capacity to degrade. I insist that I've already done the software "fixes" and it didn't work and tell them this is definitely hardware problem, but the person on the phone tell me there's nothing I could do except to order the out of warranty exchange (which cost about $560 in my local currency). 

Is there anything else I should do? My country has no Microsoft Store which I could take the machine for them to take a look. Phone/online support were the only option, and none of them could understand the issue.

Surface | Surface Pro | Power and battery

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Anonymous
2016-07-26T21:31:16+00:00

Hello everyone,

Thanks for your continued patience here. We have now completed our testing of the update and it has passed our quality assurance process.

The update, “System Firmware Update - 8/29/2016”, is now available to install from Windows Update.

Before installing this update, ensure that your Surface Pro 3 is plugged directly in to AC power using the standard AC power adapter (do not use the Surface Docking Station), disconnect any USB devices or external monitors, and check that Windows shows a 40% charge or greater when you hover over the icon in the taskbar before you begin.

Once you install the update, please select Restart now (do not shutdown). After your Surface restarts, please manually restart it a second time to complete the process. For more information, please see our Surface Pro 3 Battery FAQ article.

If you’re having trouble charging your Surface, you get a low-battery error, or your Surface turns off when you unplug it, the steps in our Surface battery won’t charge article can help you pinpoint the problem. Should you need any further assistance, please contact us. 

Thanks again.

Greg

Updated 8/29/16.

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  1. Anonymous
    2016-10-28T06:21:28+00:00

    Dear Barb,

    I just got this weird problem again. I lose 65% in 2 hours with Wifi, web browsing and Outlook email printing. (In Battery Saving mode.)

    I think I need new 2016 Microsoft Surfa

    ce Book badly that my Surface Pro 3 just refuse to work with me anymore.

    Battery report

    COMPUTER NAME SURFACEPRO3
    SYSTEM PRODUCT NAME Microsoft Corporation Surface Pro 3
    BIOS 3.11.1550 06/30/2016
    OS BUILD 14393.321.amd64fre.rs1_release_inmarket.161004-2338
    PLATFORM ROLE Slate
    CONNECTED STANDBY Supported
    REPORT TIME 2016-10-28 12:36:31

    Installed batteries

    Information about each currently installed battery

    NAME X898289
    MANUFACTURER SIMPLO
    SERIAL NUMBER 1181752836
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 38,889 mWh
    CYCLE COUNT 263

    Recent usage

    Power states over the last 3 days

    2016-10-25 13:33:34 Connected standby Battery 67 % 26,106 mWh
    13:33:34 Active Battery 67 % 26,106 mWh
    13:46:53 Connected standby Battery 63 % 24,495 mWh
    14:16:53 Suspended 63 % 24,396 mWh
    15:23:03 Connected standby Battery 62 % 24,198 mWh
    15:23:03 Active Battery 62 % 24,198 mWh
    15:25:04 Connected standby Battery 61 % 23,925 mWh
    15:44:02 Active Battery 61 % 23,803 mWh
    15:49:50 Connected standby Battery 59 % 23,112 mWh
    16:19:50 Suspended 59 % 23,013 mWh
    2016-10-26 08:02:37 Connected standby Battery 100 % 38,403 mWh
    08:02:37 Active Battery 100 % 38,403 mWh
    08:20:57 Connected standby Battery 100 % 38,403 mWh
    08:26:23 Active Battery 100 % 38,403 mWh
    08:32:59 Connected standby Battery 94 % 35,978 mWh
    08:33:08 Active Battery 94 % 35,963 mWh
    08:57:44 Connected standby Battery 89 % 34,299 mWh
    09:02:24 Active Battery 89 % 34,261 mWh
    09:06:36 Connected standby Battery 89 % 33,995 mWh
    09:07:20 Active Battery 88 % 33,972 mWh
    09:17:44 Connected standby Battery 87 % 33,250 mWh
    11:30:00 Suspended 86 % 32,931 mWh
    11:50:49 Connected standby Battery 85 % 32,718 mWh
    11:50:49 Active Battery 85 % 32,718 mWh
    12:47:24 Connected standby Battery 66 % 25,528 mWh
    13:17:23 Suspended 66 % 25,430 mWh
    17:16:19 Connected standby Battery 66 % 25,217 mWh
    17:16:19 Active Battery 66 % 25,217 mWh
    17:31:13 Connected standby Battery 61 % 23,279 mWh
    17:41:08 Active Battery 60 % 23,203 mWh
    17:51:29 Connected standby Battery 58 % 22,124 mWh
    17:52:31 Active Battery 58 % 22,108 mWh
    18:36:46 Connected standby Battery 44 % 17,032 mWh
    18:48:20 Active Battery 44 % 16,971 mWh
    19:34:49 Connected standby Battery 31 % 11,719 mWh
    20:04:48 Suspended 30 % 11,605 mWh
    2016-10-27 00:16:15 Connected standby Battery 30 % 11,529 mWh
    00:16:15 Connected standby AC 30 % 11,529 mWh
    00:16:15 Active AC 30 % 11,529 mWh
    00:16:15 Connected standby AC 30 % 11,529 mWh
    01:07:39 Suspended 74 % 28,310 mWh
    01:09:24 Active AC 75 % 28,622 mWh
    01:34:42 Connected standby AC 84 % 32,323 mWh
    01:35:44 Active AC 85 % 32,589 mWh
    07:31:13 Active Battery 101 % 38,692 mWh
    07:35:27 Connected standby Battery 101 % 38,692 mWh
    08:35:24 Active Battery 100 % 38,692 mWh
    09:22:38 Connected standby Battery 88 % 33,987 mWh
    09:51:24 Active Battery 88 % 33,896 mWh
    10:29:18 Connected standby Battery 75 % 28,926 mWh
    10:44:01 Active Battery 75 % 28,857 mWh
    12:12:47 Connected standby Battery 48 % 18,688 mWh
    12:42:45 Suspended 48 % 18,643 mWh
    2016-10-28 08:51:36 Connected standby Battery 100 % 38,889 mWh
    08:51:36 Active Battery 100 % 38,889 mWh
    09:36:31 Connected standby Battery 87 % 33,744 mWh
    09:50:53 Active Battery 87 % 33,676 mWh
    09:58:26 Connected standby Battery 85 % 32,946 mWh
    10:01:55 Active Battery 85 % 32,908 mWh
    10:24:04 Connected standby Battery 77 % 29,777 mWh
    10:26:38 Active Battery 76 % 29,739 mWh
    10:30:39 Connected standby Battery 76 % 29,412 mWh
    10:31:54 Active Battery 75 % 29,359 mWh
    12:36:00 Report generated Battery 11 % 4,210 mWh

    Battery usage

    Battery drains over the last 3 days

    2016-10-25 13:33:34 Connected standby 0:00:00 - -
    13:33:34 Active 0:13:19 4 % 1,611 mWh
    13:46:53 Connected standby 0:29:59 - 99 mWh
    15:23:03 Connected standby 0:00:00 - -
    15:23:03 Active 0:02:00 1 % 273 mWh
    15:25:04 Connected standby 0:18:57 - 122 mWh
    15:44:02 Active 0:05:47 2 % 691 mWh
    15:49:50 Connected standby 0:30:00 - 99 mWh
    2016-10-26 08:02:37 Connected standby 0:00:00 - -
    08:02:37 Active 0:18:20 - -
    08:20:57 Connected standby 0:05:25 - -
    08:26:23 Active 0:06:36 6 % 2,425 mWh
    08:32:59 Connected standby 0:00:08 - 15 mWh
    08:33:08 Active 0:24:36 4 % 1,664 mWh
    08:57:44 Connected standby 0:04:40 - 38 mWh
    09:02:24 Active 0:04:12 1 % 266 mWh
    09:06:36 Connected standby 0:00:44 - 23 mWh
    09:07:20 Active 0:10:23 2 % 722 mWh
    09:17:44 Connected standby 2:12:16 1 % 319 mWh
    11:50:49 Connected standby 0:00:00 - -
    11:50:49 Active 0:56:35 19 % 7,190 mWh
    12:47:24 Connected standby 0:29:59 - 98 mWh
    17:16:19 Connected standby 0:00:00 - -
    17:16:19 Active 0:14:54 5 % 1,938 mWh
    17:31:13 Connected standby 0:09:54 - 76 mWh
    17:41:08 Active 0:10:21 3 % 1,079 mWh
    17:51:29 Connected standby 0:01:02 - 16 mWh
    17:52:31 Active 0:44:14 13 % 5,076 mWh
    18:36:46 Connected standby 0:11:34 - 61 mWh
    18:48:20 Active 0:46:28 14 % 5,252 mWh
    19:34:49 Connected standby 0:29:59 - 114 mWh
    2016-10-27 00:16:15 Connected standby 0:00:00 - -
    07:31:13 Active 0:04:14 - -
    07:35:27 Connected standby 0:59:56 - -
    08:35:24 Active 0:47:14 12 % 4,705 mWh
    09:22:38 Connected standby 0:28:45 - 91 mWh
    09:51:24 Active 0:37:53 13 % 4,970 mWh
    10:29:18 Connected standby 0:14:42 - 69 mWh
    10:44:01 Active 1:28:46 26 % 10,169 mWh
    12:12:47 Connected standby 0:29:58 - 45 mWh
    2016-10-28 08:51:36 Connected standby 0:00:00 - -
    08:51:36 Active 0:44:55 13 % 5,145 mWh
    09:36:31 Connected standby 0:14:21 - 68 mWh
    09:50:53 Active 0:07:33 2 % 730 mWh
    09:58:26 Connected standby 0:03:28 - 38 mWh
    10:01:55 Active 0:22:08 8 % 3,131 mWh
    10:24:04 Connected standby 0:02:33 - 38 mWh
    10:26:38 Active 0:04:01 1 % 327 mWh
    10:30:39 Connected standby 0:01:14 - 53 mWh
    10:31:54 Active 2:04:05 65 % 25,149 mWh

    PERIOD

    2016-08-08 - 2016-08-15 3:24:17 33:29:19 10:37:39 14:17:53
    2016-08-15 - 2016-08-22 5:33:47 9:42:38 1:28:38 0:15:00
    2016-08-22 - 2016-08-29 5:21:20 8:53:20 3:06:38 -
    2016-08-29 - 2016-09-05 6:15:25 31:49:23 30:03:15 12:37:50
    2016-09-05 - 2016-09-12 4:05:21 6:31:34 21:36:38 19:02:18
    2016-09-12 - 2016-09-19 15:38:20 4:40:35 51:27:46 5:32:03
    2016-09-19 - 2016-09-26 13:22:39 5:53:14 64:05:55 8:29:45
    2016-09-26 - 2016-10-03 13:05:39 20:10:55 21:37:32 4:31:03
    2016-10-03 - 2016-10-10 12:19:09 16:14:12 43:26:10 40:00:46
    2016-10-10 - 2016-10-17 10:55:55 7:53:59 41:54:16 8:33:07
    2016-10-17 2:05:24 3:11:38 8:10:34 0:04:45
    2016-10-18 2:14:26 0:47:38 7:30:07 -
    2016-10-19 3:47:35 0:30:14 5:35:12 0:14:58
    2016-10-20 0:33:08 7:53:59 7:30:50 -
    2016-10-21 - - - -
    2016-10-22 - - 22:56:22 1:00:55
    2016-10-23 - - 23:59:38 -
    2016-10-24 0:00:10 - 23:27:01 0:26:02
    2016-10-25 2:08:42 2:10:18 8:07:53 -
    2016-10-26 3:56:36 3:45:37 - -
    2016-10-27 2:58:03 2:13:19 6:20:41 0:52:23

    PERIOD

    2016-08-08 - 2016-08-15 26,876 mWh 42,157 mWh
    2016-08-15 - 2016-08-22 24,303 mWh 42,157 mWh
    2016-08-22 - 2016-08-29 22,855 mWh 42,157 mWh
    2016-08-29 - 2016-09-05 34,324 mWh 42,157 mWh
    2016-09-05 - 2016-09-12 38,649 mWh 42,157 mWh
    2016-09-12 - 2016-09-19 38,484 mWh 42,157 mWh
    2016-09-19 - 2016-09-26 38,427 mWh 42,157 mWh
    2016-09-26 - 2016-10-03 38,602 mWh 42,157 mWh
    2016-10-03 - 2016-10-10 38,405 mWh 42,157 mWh
    2016-10-10 - 2016-10-17 38,493 mWh 42,157 mWh
    2016-10-17 38,938 mWh 42,157 mWh
    2016-10-18 38,819 mWh 42,157 mWh
    2016-10-19 38,463 mWh 42,157 mWh
    2016-10-20 38,630 mWh 42,157 mWh
    2016-10-21 39,186 mWh 42,157 mWh
    2016-10-22 38,912 mWh 42,157 mWh
    2016-10-23 38,912 mWh 42,157 mWh
    2016-10-24 38,912 mWh 42,157 mWh
    2016-10-25 38,912 mWh 42,157 mWh
    2016-10-26 38,573 mWh 42,157 mWh
    2016-10-27 38,588 mWh 42,157 mWh

    PERIOD

    2016-08-08 - 2016-08-15 3:25:52 417:04:16<br><br>4 % / 16 h 5:22:55 654:12:26<br><br>2 % / 16 h
    2016-08-15 - 2016-08-22 3:35:42 85:08:07<br><br>19 % / 16 h 6:14:10 147:40:46<br><br>11 % / 16 h
    2016-08-22 - 2016-08-29 3:24:41 89:36:51<br><br>18 % / 16 h 6:17:33 165:17:50<br><br>10 % / 16 h
    2016-08-29 - 2016-09-05 2:35:24 315:19:39<br><br>5 % / 16 h 3:10:52 387:17:15<br><br>4 % / 16 h
    2016-09-05 - 2016-09-12 6:21:25 356:45:27<br><br>4 % / 16 h 6:56:02 389:08:20<br><br>4 % / 16 h
    2016-09-12 - 2016-09-19 4:18:33 102:43:13<br><br>16 % / 16 h 4:43:13 112:31:27<br><br>14 % / 16 h
    2016-09-19 - 2016-09-26 5:34:32 202:42:48<br><br>8 % / 16 h 6:07:00 222:23:25<br><br>7 % / 16 h
    2016-09-26 - 2016-10-03 3:46:26 222:08:42<br><br>7 % / 16 h 4:07:17 242:36:12<br><br>7 % / 16 h
    2016-10-03 - 2016-10-10 5:23:50 180:16:27<br><br>9 % / 16 h 5:55:28 197:53:11<br><br>8 % / 16 h
    2016-10-10 - 2016-10-17 5:17:36 202:11:00<br><br>8 % / 16 h 5:47:50 221:25:42<br><br>7 % / 16 h
    2016-10-17 4:54:50 195:32:25<br><br>8 % / 16 h 5:19:12 211:42:20<br><br>8 % / 16 h
    2016-10-18 6:06:46 1027:15:56<br><br>2 % / 16 h 6:38:19 1115:35:56<br><br>1 % / 16 h
    2016-10-19 6:25:21 140:26:33<br><br>11 % / 16 h 7:02:22 153:55:50<br><br>10 % / 16 h
    2016-10-20 6:08:26 6781:28:21<br><br>- / 16 h 6:42:04 7400:38:07<br><br>- / 16 h
    2016-10-21 - - - -
    2016-10-22 - - - -
    2016-10-23 - - - -
    2016-10-24 - - - -
    2016-10-25 5:32:30 205:06:23<br><br>8 % / 16 h 6:00:14 222:12:39<br><br>7 % / 16 h
    2016-10-26 5:56:19 190:50:56<br><br>8 % / 16 h 6:29:26 208:34:53<br><br>8 % / 16 h
    2016-10-27 5:46:13 418:14:44<br><br>4 % / 16 h 6:18:15 456:55:45<br><br>4 % / 16 h

    Anyway, just report that the problem is still present.

    Thank you,

    Nirut Yongsithikorn,

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  2. Anonymous
    2016-10-20T08:16:10+00:00

    Dear Barb,

    Thank you for your effort to try answering to as many questions as possible.

    Actually, the August updates already helps a lot but it feels like the battery capacity is not about like before the issue begin.

    Hope they are working on to completely remedies the issues.

    Thank you really much.

    Thank you,

    Nirut Yongsithikorn,

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  3. Anonymous
    2016-10-19T21:05:15+00:00

    It's great Barb that we have people like you that volunteer their time but the communication on this is unfortunate.

    I am plagued by the LGC battery issue, and the worst case where is won't work on battery at all and it won't wake from hibernation.

    So my only alternative here is either for me as an owner of an unreliable device to get some answers is to watch forums and blogs as to when an issue is fixed or MS provides an update. I can't just call them up or email them to find out what is happening on this issue...no wait, I can. I can pay $99USD to talk to someone that, from what I'm hearing, will just suggest you get the battery replacement that MS said would be $200USD...no wait, that's no longer available. You have to purchase a refurb for $399USD.

    I have been managing the IT for organizations for 15 years now and have dealt with multiple vendors in my journeys. Hardware vendors have to communicate to ensure brand trust both to consumers and especially to businesses that by in multiples.

    Microsoft's communication strategy is not one setup for long term success as a hardware vendor. It's important for MS to correct this issue, to protect a great product through better communication before they destroy yet another product; it's time for Panos Panay to be replaced.

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  4. Anonymous
    2016-10-19T15:20:48+00:00

    Sorry to hear that. I keep asking Microsoft about continued Simplo issues (not

    to mention the LGC issues) and it appears they have been issued a gag order and

    "can't comment". They appear unwilling to post updates here in the forum. I have

    no idea if your issue is even known but I have sent it in twice.

    I'm trying to give everyone the courtesy of a reply, even though Microsoft won't

    do the same.

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