Surface Screen has red and yellow burn marks

I have been using Surface Pro 4 for 2 and 1/2 years. So far it's OK until yesterday.

Suddenly some weird marks appeared on screen and stays on.

I search the web and found out that similar problems happened to others In "Microsoft Community" and below is the link,

https://answers.microsoft.com/en-us/surface/forum/surflaptop-surfdrivers/surface-screen-has-red-and-yellow-burn-marks-and/1596f092-5837-4b97-8584-81ddc54d1efa

I wanted to leave my feedback, but I can't because it says as below.

This thread is locked. You can follow the question or vote as helpful, but you cannot reply to this thread.

I called "Microsoft Korea customer service center", but the representative answered that I have to pay about $500 to replace with a refurbished one. I told her that I found the same case in other countries and had been offered a exchange without payment, but she said there's no such an option available in Korea.

Since I bought the first MS mouse in 1990's, I have been a fan of MS hardware product.

After I bought my Surface Pro 4, I recommend it to my brother and bought another one for my son, he is happy with his college class. In total, 3 pcs of surface pro 4.

Nevertheless, I am not welcomed as a good consumer of MS.

should I stay with this ugly screen, or I have to pay $500, while I only paid little over $600 for my son's one last year.

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Answer

Barb Bowman

MVP
|
Volunteer Moderator

First, once a device starts separating because of a bulging battery, it is NOT
safe to use.
You originally said "I told her that I found the same case in other countries
and had been offered a exchange without payment, but she said there's no such an
option available in Korea. " - I know that the SL*2* was officially launched in
Korea, but can't find a listing for the original Surface Laptop. Where did you
purchase it?
There is no international warranty on Surface. When some people can't buy in
their own country from Microsoft or a Microsoft authorized reseller, sometimes
they buy in a different country than the one where they live. They find that
they can get software support, but not hardware because the device they have was
not officially sold in their country. The only solution is to find someone in a
supported country and have them handle the exchange. It becomes nearly
impossible with a bulging battery device as these require special containers for
shipping, etc.
If your device is officially supported in Korea, you should contact support
https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers
again (maybe ask for a manager) and see what they can do for you.

Barb - Windows and Devices for IT MVP
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Surface Screen has red and yellow burn marks

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Surface Screen has red and yellow burn marks

Replies (11) 

Question Info

Replies (11)