Surface Pro 4 Bulging & Lifted Screen

Hello,

My Surface Pro 4 has been experiencing screen issues, first it was bulging on the left side for a couple of weeks, now it's so bad that it's lifted up, of which I can see the interior mechanism of the device. I believe it's caused by the battery being bloated. I'm worried that it will explode or catch fire from prolonged usage. I have tried reporting a service order few days back and indicated it under "lifted or separated, bulging screen" and I was redirected to a technical agent through phone call. I've reported my surface pro 4 serial number to the agent and described the situation, however there was no further follow up. I did not even receive an email or instructions on how to upload photos of the bulging screen.

Please kindly advise what steps I need to follow to get an answer to address this issue. I really liked the experience of using this device when I first bought it in Dec 2015 and it had served me well for my work. It's unfortunate such a major defect is affecting my opinion on the safety of the product.

To the Microsoft team, please kindly reach out to me in private so that we can communicate further via email.

Thanks & Regards,

Randall Tan

 

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Last updated November 7, 2019 Views 666 Applies to:

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If you are in the US, you should go to the closest physical retail Microsoft
US, contact support and give them your case number and/or ask for a manager
 
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

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I've tried calling but it was not useful.

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did you ask for a manager? what happened?
 
Barb
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Windows Insider MVP

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I am in the same boat. Called support, got a guy who asked me to send some pictures in reply to an email he sent me. Waiting...


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Mine is even worse that yours ...

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I'm also experiencing flickering, shaking screen too , especially when the unit gets really hot after just using in less than half an hour ...

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I have tried calling again today to the Singapore customer service phone number (800 1013659), on11 Feb, approx. just before 2PM. I talked to the phone and described the bulging screen problem but the lady on the phone told me her terminal had phone connection problem. So I left her my Singapore mobile number and she said will call me back.  Until now there's no call back. Honestly, I'm quite frustrated with the lack of follow-up from Microsoft and not giving me a direct resolution to the problem I'm facing with my Surface Pro 4.

If I can't get any response from the phone calling, can somebody from Microsoft at least drop me an email so that I can at least have a sense of service & support ?

FYI I'm typing this while my screen is flickering and shaking ...

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try calling again during business hours. where exactly did you purchase your
SP4?
 
Barb
My Blog - http://digitalmediaphile.com/
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Windows Insider MVP

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I purchased the Surface Pro 4 in Singapore back in late Dec 2015.

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Do try calling support during business hours.
 
Barb
My Blog - http://digitalmediaphile.com/
MVP-Windows and Devices for IT
Windows Insider MVP

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