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
    2016-08-03T17:52:48+00:00

    I've just done the anniversary update which went fine as the device was plugged into AC.

    HOWEVER!

    The battery report (from "powercfg /batteryreport") has wiped out the historic information about battery capacity degredation. Other historic information is largely wiped out as well, although some basic information such as cycle count remains.

    If you're on this forum, I'd make sure that you save your historic information to help substantiate any claims for performance degradation that you may need to make, either via your retailer or through Microsoft directly. I will have to pursue my claim through my retailer (which will be fun, I imagine) as I did not purchase from Microsoft.

    Good retailers should know what to do in this situation. I have had excellent customer service from Amazon UK when I've had a similar situation with another piece of expensive out-of-warranty equipment that failed, with a replacement in days.

    I'm disappointed with the level of interaction from Microsoft on this. The number of affected users may be small, but that should make it simpler to either engineer a specific fix for the affected hardware or to offer a replacement device(s).

    I haven't been able to find any simple method of contacting Microsoft directly (in the UK) via electronic means, but if you feel that Microsoft have acted unreasonably, the address that customer support gave me to write to when I raised the UK Sale of Goods Act is:

    Microsoft Legal Department Microsoft Thames Valley Park Reading Berkshire

    RG6 1WG

    Please address the letter to "Microsoft Corporate and Legal Affairs" and make sure it includes:

    1. Reference number (Case number you would like to be forwarded)
    2. Your name
    3. Your best contact phone number
    4. Preferred contact time in overall
    5. Best contact e-mail
    6. Return address
    7. Preferred contact method (phone, e-mail?)

    (All text and emphasis provided by the Microsoft support representative)

    If you bought your device in the UK from Microsoft and are getting stonewalled on a solution by support if your device is out of warranty then this may be a useful recourse.

    Of course, all of these busted devices, through whatever route, will end up back in Microsoft's hands, so it would be far better for them to start communicating with us!

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  2. Anonymous
    2016-08-03T17:51:11+00:00

    i have the LG battery  still 29k charge capacity but 8% plugged in not charging it has been unusable without power cord  since feb when it was 97% plugged in not charging ,it only works in the Docking station until the fan comes on then the ethernet goes off

    i have reinstalled windows 8 then upgraded to windows 10 last week  and no difference  it will not allow me to install updates as it is not 40% charged 

    NAME X883815
    MANUFACTURER LGC-LGC
    SERIAL NUMBER 1154881796
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 29,518 mWh
    CYCLE COUNT 57

    Then you are experiencing the stupid battery algorithm bug, not the SIMPLO dead battery issue.

    You should follow the "Plugged in, not charging" steps on this link: https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/surface-wont-turn-on-battery-wont-charge?os=windows-10

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  3. Anonymous
    2016-08-03T17:45:54+00:00

    i have the LG battery  still 29k charge capacity but 8% plugged in not charging it has been unusable without power cord  since feb when it was 97% plugged in not charging ,it only works in the Docking station until the fan comes on then the ethernet goes off

    i have reinstalled windows 8 then upgraded to windows 10 last week  and no difference  it will not allow me to install updates as it is not 40% charged 

    NAME X883815
    MANUFACTURER LGC-LGC
    SERIAL NUMBER 1154881796
    CHEMISTRY LION
    DESIGN CAPACITY 42,157 mWh
    FULL CHARGE CAPACITY 29,518 mWh
    CYCLE COUNT 57

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  4. Anonymous
    2016-08-03T17:43:55+00:00

    The HUB is not for the display. I am running the display off the mini-display port on the surfaces it's self.

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