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Microsoft Surface Book Failure. Screen edge browning, case distortion and screen bowing out

I bought a Microsoft Surface Book, 2 years ago having been told it was the best notebook on the market. I spent a lot of money on this purchase and would like a better product and service.

My purchase is now proving to be a mistake being beset with continuing downward spiral of failures and lack of Microsoft support. This is after all their Flagship Product

The screen show lines of discolouration on both sides of the screen and the upper edge, probably due to the battery overheating. This discolouration is also air pressure sensitve.. At 4000 plus meters elevation it appears immediately as soon as the computer is turned on. Perhaps this is due to the battery heat. Maybe the fan has stopped working. This browning seems to grow with time on and fades when the computer is turned off.

The upper part of the computer with the screen is now bowed and the screen bulges out

There is of course no error message to indicate the fan has failed, nor is there a heat sensor to warn about the battery.

I have seen no definitive information about this problem either from Microsoft or from all the various organizations that live off presenting third party information on Microsoft products. The only thing I see is that is is a rather vague hardware failure. But this failure affects tens of thousands of Surface books now and as certain parts fail an ever increasing number of Surface Books

Then again Microsoft would not want to draw attention to these failings, even so they should to ensure a regular maintenance of their products. I think like car problems Microsoft should be forced to disseminate regular maintenance  updates on their products.

I reported this failure of the Surface Book to Microsoft and was told to take the Surface Book to Microsoft Repair Centre in Hong Kong. Having got there I discovered that this service centre did not exist. They were merely Microsoft Offices. My computer was bought in the USA and now resides with me in China.

Now I have the cost of the trip to Hong Kong and no remedial action from Microsoft.

Now the question is, what is Microsoft going to do about this problem. I have it in writing that they will replace the computer at no cost but it remains a problem to actually achieve this.

So here are the pictures of the problems.

Left side discolouration. This turns a dark brown as the longer the computer is on.

Brown spot to the right of Site Feedback.

Here you can see the case bent into curve. You can also see the reflection of the keyboard showing the outward bowing of the screen.

First see
If this is a battery bulge, it is dangerous to use.
 
Microsoft seems to be replacing these if and only if within 3 years of purchase.
If you are in the US you should go to the closest physical retail Microsoft
Store (there are also 5 stores in Canada and 1 each in London, UK and Sydney,
AU)
able to get to a store, contact support
 
 
Barb - Windows and Devices for IT MVP
*Please click Yes below if your problem is resolved. This may help others with the same issue.*

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First see
If this is a battery bulge, it is dangerous to use.
 
Microsoft seems to be replacing these if and only if within 3 years of purchase.
If you are in the US you should go to the closest physical retail Microsoft
Store (there are also 5 stores in Canada and 1 each in London, UK and Sydney,
AU)
able to get to a store, contact support
 
 

Obviously someone cant read.

This does not resolve the problem.

It fails to take into account that this was what I did before and got told to go to a place that does not exist!

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>It fails to take into account that this was what I did before and got told to go to a place that does not exist! <
>
>>I reported this failure of the Surface Book to Microsoft and was told to take the Surface Book to Microsoft Repair Centre in Hong Kong.<
 
How did you report this? Phone? What phone number?
 
What they should have told you is that Surface is serviced where it is sold and
there is no international warranty as such. It isn't stated clearly when you
purchase a Surface device what the warranty policy is. If you go to
version of the warranty, you will see "Warranty service may be available only in
the country where you purchased the Microsoft Product. If
warranty service is unavailable to you in the country where the device is
located when warranty service
is requested, Microsoft may offer you other support options for an additional
charge"
 
If you were able to get to one of the listed official retail stores, they would
likely handle an exchange, albeit if you have a US Surface you would have to
agree to a localized Surface (not a US version) and probably need to speak to a
manager. In the US, support sends out specialized containers for devices with
bulging batteries.
 
 
The info I have found on walk in centers is at
however, all the information I have found from others who have gone to Chinese
walk in centers is that they will not replace Surface products purchased outside
of China. I also cannot vouch for the accuracy of the information of the walk in
centers. Was the place to which they sent you listed as a Chinese walk in
center? As you can see from the US warranty, there are no guarantees you can get
service.
 
An (expensive and not very customer friendly) option is to find a way to safely
send the Surface with a battery bulge to someone in the US, have them handle the
exchange and then have them send the replacement on to you. They should be able
to upload the pictures you have to support and get a determination of whether it
will be replaced for free before you even send the device from China to the US.
 
I'm an unpaid volunteer and do not work for Microsoft. I'm trying to help. If
you want background on what a Microsoft MVP is, see
https://mvp.microsoft.com/en-us/Overview and for Volunteer Moderators see
 
Barb - Windows and Devices for IT MVP
*Please click Yes below if your problem is resolved. This may help others with the same issue.*

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Regarding guarantie.

Microsoft through their USA technical support admitted material fault and indicated a repair or replacement could be effected through Hong Kong.

Any company that does not give an international guarantie on their product in this day and age should be excluded from the customers choice.

I am surprised that anyone would support Microsoft vuluntarily without pay.

I am now in the UK and will see if the problem can be resolved here.

Failing that I will You Tube a video of the problems of purchasing a Microsoft Surface Book and all the inherant deficiencies and costs that the customer will face. Then I will post it to all reviewers and blogs.

I have faced enormous problems with this Microsoft leading product and the continued missinformation from the company.

I would expect better from them.

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Microsoft has a Store in London if you are near there..
Wish I could be of more help..
 
Barb - Windows and Devices for IT MVP
*Please click Yes below if your problem is resolved. This may help others with the same issue.*

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Hi Brian,

I've joined the Surface bulging screen club now.

I've been asked for £570 to replace it with a refurbished screen with a 90 day warranty.

I suppose in Microsoft's defence, they didn't say it was a flat surface :D

Did you get it sorted?

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Hi. Unfortunately Microsoft is a dishonest organization.

I went to their London Regent Street store and they said they would replace it free of charge. They did not have one that they could replace it with, so asked me to come in again the next week.

I made an appointment and arrived. After keeping me waiting two hours they told me that they now wanted 700 GBP.

So I left in disgust.

I intend to make a YouTube video to let everybody know about Microsoft quality service.

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Wow.  I was planning to go the Regent Street store too...but I'm not often over that way these days.

Thanks, you've saved me a trip!

I really wonder what will happen next.  Perhaps they're waiting for the Surface Book 3 to come out (they're discounting SB2's atm).

Then they will offer discounts or better.  Let's hope they don't catch fire between now and then.  

I've looked at other laptops, but I still really like my SB.  That's why this is all so inconvenient. 

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I have been using MS software since its first offering and like all people who have used it for a long time I have complained about it. Then again like all current users I hate Edge because I do not want the spy software on my computer. But some 4 years ago I was stupid enough to believe  Sataya Nadella might have corrected the bad corporate practices of MS.

I was wrong and see the over priced beast for what it is now.

The MS Surface Book is missing high quality components (low grade Chinese Battery etc) which I thought I was paying for and lacks software and sensors to prevent this type of disaster. No sensor for when fan stops. ( the people in Regent Street told me there was no fan. No heat sensor to warn about potential screen problems. Then after my comments they checked and found that there was a fan in the product). When the fan stops the battery heats up and expands. This in turn pushes the screen out, eventually the screen detaches from the body of the computer. But by this time it has been damaged by the heat from the battery and is discoloured.

As my screen separates from the body of the computer I can see more and more of the components.

The method of glued assembly is an appalling concept and makes it almost impossible to repair especially for the MS staff that break every other computer when taking them apart.

If MS do not get in touch with me and send me a new replacement FOC I will never buy another MS product as I do not like being lied to or having the costs of going to MS shops and non existent repair centres.

But good luck with your next computer purchase. I want a small lightweight and portable computer. Nothing made in China though. Maybe something Taiwanese with a AMD processor when they become available with long battery life.

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Last updated September 21, 2021 Views 2,446 Applies to: