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Surface Book battery expanding

My surface book performance base 16GB/1TB's battery is expanding and I can see bulging on both the tablet and keyboard dock. I opened up a case with Microsoft but haven't heard anything from them after 5 days.

Is it still safe to use my surface and what can I expect from Microsoft Support?

Update: I was told that Surface Book is not sold at region I'm at now (South East Asia) and I'm not eligible to get any support. That's pretty disappointing as I paid over 3,000 dollars for my device now and it will blow up anytime soon. I won't be travelling back to US anytime soon, is there any help I can get other than praying my surface book will soldier on?

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it could be dangerous and the battery could explode. If you are in the US, you
should go to the closest physical retail Microsoft Store
US, contact support
and give them your case number and ask for a manager.
 
Barb - Windows and Devices for IT MVP
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I've called the nearest office and was told this model is not sold in this region and I cannot get any support. Even request to speak to a manager was denied. Quite disappointing to get this kind of response from a global company for $3,000 laptop. Are they trying to avoid any responsibilities and disregard safety issues?

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I'm a volunteer and don't work for Microsoft -  if you want background on what a
Microsoft MVP is, see https://mvp.microsoft.com/en-us/Overview and for Volunteer
 
You can try having a friend in the country where you purchased it make the call.
Send that person pictures showing the issue. If MS agrees to replace, you will
need to get your Surface to that person and they would receive the replacement
and send to you. Sorry, this is the best I can offer as advice.
 
Barb - Windows and Devices for IT MVP
*Please click Yes below if your problem is resolved. This may help others with the same issue.*

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Thanks. One of support agent actually called me last week and told me they will send me a replacement unit but no news and updates given after that. It seems different agents give different answers and made empty promises. I guess that's the only thing I can do at the moment. I'm not sure if it's safe enough to ship it over air as the battery is expanding and might explode during air transportation due to air pressure. I'm hoping Microsoft could be more considerate to me considering the risk I'm facing now. 


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they MAY send the person that makes the contact a special container that they
could send along to you.
 
Barb - Windows and Devices for IT MVP
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Thanks. I have not been getting good response from their support team. They are asking me to dispose my $3,000 surface book and avoiding to provide replacement options for me :(

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Understood. I hope you can work something out.
 
Barb - Windows and Devices for IT MVP
*Please click Yes below if your problem is resolved. This may help others with the same issue.*

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Last updated January 5, 2022 Views 7,305 Applies to: