Ask a new question

Surface Pro 4 won't charge or turn on...because it caught fire!! Please see the pictures

Hello all.

So my Surface Pro 4 here had 4 years of extended warranty that I purchased and 3 months after it ran out my Surface all of a sudden stopped charging and now won't turn on.

Please see pictures below.

Also, the battery started to bulge enough to damage the screen and some other components because IT CAUGHT FIRE!!

Any help on the matter would be appreciated.

Reply In reply to deleted message

 Thank You For Posting in Microsoft Community. Call Microsoft Support 1-888-8Ι9-**** Between  10:00 A M t o 7:00 P M EST . We will Help you to fix your issues.

Hello, Mitchell Evans6.

I am not sure how this can be fixed, especially now that the 4 year extended warranty is out?

Is there something that can be done about this?

I am just glad I was around the device when this happened. I was able to get it outside before it damaged anything else.

Thank you.

Chris Smith
IT Professional

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Mitchell Evans6 was a tech support scammer. Post has been removed. 

When exactly did you purchase this SP4 and where?

Barb - Windows and Devices for IT MVP
*Please click Yes below if your problem is resolved. This may help others with the same issue.*

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Smithtopher,

                                                                                                                                                                                                                                           

Thank you for reaching out Surface Community. We sincerely apologize for what happen. Please contact Support right away to have it replaced. We also sent you a private message, kindly reply back.

Sincerely,

KarenJune_F

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.


Hi Smithtopher,

Thank you for reaching out to Microsoft Community.


Microsoft takes all customer reports involving its products seriously.


There is no inherent risk or safety concern associated with expanding batteries in Surface devices. However, we recommend that users discontinue use of devices with expanded batteries and that users handle these devices with care. Lithium ion batteries used in Surface devices contain materials that can ignite if punctured, causing bodily injury and/or property damage. An examination by Microsoft determined the battery in this particular device was punctured by an external object inserted into the device.


Microsoft strongly recommends that Surface users seek professional assistance with device repairs, and that they exercise caution if undertaking do-it-yourself repairs. Opening and/or repairing your device can present electric shock, device damage, fire, and personal injury risks, and other hazards. Assistance and information from Microsoft about device repair and other services is available at https://www.support.microsoft.com.

You can contact your local municipality for guidelines on how to dispose of your device safely and responsibly as the guidelines may vary depending on where you live. If convenient, users in the United States, Canada, United Kingdom and Australia can take their devices to a nearby Microsoft Store for recycling.

Additional safety and use information for Microsoft products can be found here: https://support.microsoft.com/help/4023454/safety-information.

Kind Regards,

Marrion Y.


Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Marrion,

I´m really disappointed with Microsoft response about this issue. Now We have to pay again around $500 US dollars to get a replacement on this device. The only reason of doing it  is because of the investment on all the accessories which costed a fortune and that we cannot spend again $1200 on a new device.

Is more than obvious that this is a manufacturer problem with a severe risk for the end user. A recall should be made on these devices. A total disappointment, and a replacement for the same device should be made at no cost.

Waiting on for the HAZMAT packaging material (but you mentioned there is no risk), to return the device and for an outrageous $500 dollars bill for a refurbished old device

1 person found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

I am so disappointed with Microsoft. I have been a loyal surface customer for too many years. My Sufrace Pro 4 just 3 month out of warranty with expanding batteries needs to pay $500 for replacement.

This is a bad design choice of some sort.

Two SP3s with no issues. 

Do I have to wait till it burns down until you will replace a defective design? 

3 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

 
 

Question Info

Last updated March 25, 2024 Views 1,740 Applies to: