Surface Pro 4 Bulging Battery / Screen. 3 1/2 years old.

So, like many others on this forum, we have a Surface Pro 4, in which the battery has decided to self-destruct, destroying a £1,700 machine.

The screen hasn't popped off, but the battery has swollen enough to prevent the hinge from opening as it should and for the glass on the front to be very distorted, and it registers random screen input, all the while running hotter than the central heating.

I've spoken to support. They unhelpfully told me that because my warranty is up, I would have to pay several hundred pounds (£333) to replace the machine with a refurbished unit. To me, this is completely unacceptable. These devices are clearly flawed by design. This issue is too wide spread for it to be a coincidence. The batteries used in these devices are obviously flawed, and when I suggested as such, Sean L, the person dealing with my case, stopped responding (A few days after that, I wrote to Microsoft's twitter support who confirmed that the case had been closed. Thanks Sean L.)

If the device is dangerous (as suggested by the agent who I spoke to on the phone in the first instance) and it does catch fire while we are away this summer, and it subsequently burns down a multi-million pound Cambridge University building? What then, Microsoft? You'll wish you'd just replaced it then, won't you.




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Thanks for this.......I think I had come to the same conclusion!   US$450 for a refurbished laptop with only 90 days warranty offered.

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Same problem here.  Boy do I feel dumb being an early adopter for this beta technology that has been problems from the moment I got it when it first came out.  Now the ultimate indignity of the screen just popping out.  Never will I ever buy anything from Microsoft again.  

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Same problem here.  Boy do I feel dumb being an early adopter for this beta technology that has been problems from the moment I got it when it first came out.  Now the ultimate indignity of the screen just popping out.  Never will I ever buy anything from Microsoft again.  

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Death by blow out. Got it in 2017. Did not even notice it until trying to put keyboard away...
Wondered why the web pages were slow today.


No more MS Laptops. Especially soldered RAM, HD etc.

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ImageI also have a surface pro three

that just separated the screen due to the bulging battery. I consider the battery issue a defect and though out of warranty I would hope Microsoft to at least allow me some sort of a trade-in and take this thing back. Otherwise the machine is still working though it may be unsafe!

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Hi

In common with many folks here all you will get from Microsoft is the offer of a refurbed unit, with exactly the same design flaw and defects and no warranty, and you will have to pay for the privilege! In my case, UK, £327.

It seems Microsoft no longer care about their products, reputation or customers.

Alan

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Mine too! Exactly the same issue! Except the handling Microsoft agent is more polite but still doesn't solve my problem! I am currently still using that machine because I don't have a better/affordable option! I wonder if microsoft has any proper solution for this besides trying to sweep it under a carpet. Please, I can be contacted by *** Email address is removed for privacy ***

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If microsoft is sincere, better to replace those problematic units with a newer model which don't have such issue. FYI, this is the second surface Pro 4 I've been using and both units damaged with the buldging batteries.

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I'm in the same situation: first surface pro 4 suffered from battery swell and contacted Microsoft who (out of warranty) replaced it with a refurbished unit . 2 years down the line and the replacement is now suffering the same issue.

I feel cheated in a way as the product is not cheap, came with a known issue. was replaced outside warranty with a similar unit that also suffered the same problem and is now ticking down the hours before the unit is either damaged to the point of being unusable or dangerous if the battery decides to catch fire.

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I filed a CPSC report and a few days later I get an E-mail from Microsoft asking for photos. See below for the reply after they reviewed the photos.
Never again will I purchase a Microsoft PC or Tablet.

Bob

 

"Thank you for your reply and pictures. Microsoft stands firmly behind the quality and reliability of our Surface family of devices. Unfortunately, since your device is no longer supported, it is therefore not eligible for service. 

 

There is no inherent risk or safety concern associated with these expanded batteries. With that said, like alkaline and other batteries, the lithium ion batteries used in Surface devices contain materials that can injure skin, eyes, and lungs if punctured. 

 

We recommend that customers not continue to use a device with an expanded battery, except where the Surface operates only on battery power and for the purposes of data transfer. Surface devices with expanded batteries should not be connected to AC power as it could possibly lead to rupture. 

 

We would suggest that you discontinue the use of the device and dispose of the damaged Surface per your local electronic waste process.

 

Thank you,"

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I, too, filed a CSPC report regarding my Surface 4, and Microsoft didn't even bother sending me an F-U email.  Not to get political here (it's not the place), but there are times that the government NEEDS to step in and order a recall when a company walks away from its basic responsibility to provide a safe product.  We're not talking about a battery losing its ability to hold a charge, this is a device that can catch fire.  What if that happens on an airplane?  It's just disgusting.

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Last updated September 15, 2021 Views 12,514 Applies to: