Customer Group to Sue Microsoft for the Swollen Battery of Surfacebook(1st generation)

I have noticed hundreds of such cases of Surface book 1st generation battery swelling after purchase. This could cause a severe risk of fire and potential personal damage. Microsoft ask me for $599 for replacing the laptop after the three-year warranty, which seems unreasonable for me. 

We, customers, purchase the product for 2k or 3k, and it's obviously a design defect that leads to such a huge amount of complaints about battery problems. I wonder if it's legally feasible that people have the same problem can collectively sue the company for a free exchange. 

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Update:

Everyone! We are creating a group on Facebook to literally sue MS!  Exciting

Go to FB and search for the group: Microsoft Surface Book Problems with Screen Discoloration and Bulging

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Are you near a physical retail Microsoft Store? See
- Dian (and a few others) have gotten satisfaction by complaining at the Stores.
 
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP
I wish this was an option! I have had a similar problem-- exactly 8 keys on my keyboard, none anywhere near each other, just randomly stopped working one day. I then noticed people online complaining about the EXACT SAME KEYS not working on their Surface Books. After lots diagnostic tests, it turned out to be a hardware problem. Microsoft gave me the same answer they gave you: $599 for a replacement. This is yet another design defect that they should be taking responsibility for. Never buying a Microsoft device again.

i have an similiar issue... 

regarding my LED screen corners of my screengets this orsnge discoloration and looks loke the screen is burnt assuming tis also a battery issue as the device does this when it charges or the laptop requiees more processing power. (e.g heats up) 

of course i tried twice, going to the store and online support... i had 1 year warranty expired and theh both tod me to throw $600 at the problem to get a replacement which pisses me ofr considering we dish out 2-3k of our hard earned cash to be told that we have to dish out another $600 for an issue that shouldnt even be there, without consideration from a multi billion dllar company that sells premium products... yet we dont get the premium support when their premium products ger a premium defect... 

> going to the store
>
 
which Microsoft Store did you go to?
can you upload a picture showing the issue?
 
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

Hey Barb, 

I went to my local Microsoft Store at the retail mall in Toronto (Yorkdale Shopping Centre). I was simply told its an “hardware issue” that needs to be sent for replacement. I wasn’t told why and how it happened. 

I plan on going back to inquire more about the issue when i return from vacation. 

I’m frustrated that I spent so much on a device only to get a flawed device and be told to pay on top of the issue. 

Some examples, just in the bottom corners and edges.... it gets worse overtime.. it gets worse when the device heats up (processing power/charging) 

I would like to get it fixed but obviously finances is tight at the moment. I invested this device when I went to school, and I can’t afford to get it required at the moment.  That’s why I left it over a year its gotten worst overtime cause I couldn’t afford to get it fixed. 

PHONE that Store and ask for a manager. Tell the manager that once these burn
marks appear, it has been proven (refer to this forum) that it is only a matter
of time before the screen lifts because the battery has expanded. Can you get me
one more image of this from the UEFI screen?
 
 
    1. Shut down your Surface and wait 10 seconds.
    2. Press and hold the volume-up button on your Surface and at the same
time, press and release the power button.
    3. The Microsoft or Surface logo appears on your screen. Continue to
hold the volume-up button. Release the button once the UEFI screen appears.
 
 
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

Thank you, 

i am currently speaking with a online support to escalate the issue. 

i waa thinking also visiting my local store when i get bwck from Vacation. 

i will follow up with a pic of UEFI   when i get home. 

do we know if this issue is a manufacturing issue defect ? 

is this due to microsoft production? 

are there articles i could read about this issue to know more ?

i would like details to use when i escalate this issue further.

 I'm an unpaid volunteer and do not work for Microsoft. If you want background
on what a Microsoft MVP is, see https://mvp.microsoft.com/en-us/Overview and for
Volunteer Moderators see
but I can't speak officially for Microsoft.
 
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

I am with you.  Mine cracked wide open.  Support agent was very helpful but was not able to convince his manager.

The final answer was:  "You have to get a new device.  As there is a risk of the device catching fire during transportation, we are by law not even allowed to ship it to have it replaced with a refurbished one, even if you are willing to pay the USD 600 (CHF equivalent in Switzerland).  I really like my SB and am awaiting for the SB3.  But if MS builds good but expensive devices that have an expected lifetime of max 2 or 3 years (= warranty) and that cannot be repaired, I have to rethink my next device.  I hope that will be before my SB with swollen battery explodes into my face, because it still work just fine.

do we know if this issue is a manufacturing issue defect ? 
is this due to microsoft production? 

are there articles i could read about this issue to know more ?

Microsoft has made no comments or statements on the cause. But they are replacing if within 3 years of original purchase (which I think should be longer..) 

https://www.ifixit.com/News/got-a-surface-book-or-surface-pro-4-watch-out-for-screen-bulging-batteries may help, and if you search the web, you can find many more like this.

Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

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Last updated August 7, 2020 Views 1,646 Applies to: