Share via

Can I get a replacement for the detachable Surface Book tablet?

Anonymous
2022-09-06T15:35:50+00:00

I bought this Surface Book 1 several years ago. A couple of months after the warranty expired, the screen started showing fuzzy yellow patches on the upper left side and left side of the top. At first they were fairly small. Over the next year or so, they slowly got larger and larger until they covered about 20% of the screen area. I could still see the data on the screen through the patches.

Then one morning about a year later they were gone. The screen was perfectly clear, like when it was new. Later that day, I noticed that the upper left corner of the screen had become detached from the frame. At first it was just a tiny crack. If I tried to push it back to the frame, the yellow patches would return.

Over the next several months, it became more and more detached. The upper left corner is about an inch away from the frame. Now, the entire left side and entire top is detached. The right side and bottom are still attached. I can see way down inside. Near the top, I see what look like two silver bags. The one on the left looks fatter than the one on the right. It looks like that is what is pushing the scfreen away from the frame.

A few months ago, I called M$FT to see if I could get a replacement tablet. The guy I was talking to didn't really seem to know much of anything. After going to "consult" with someone else several times, he said they would send me a refurbished Surface Book, but I'd have to send mine in and wait at least a week, probably two. I cannot be without a computer for two weeks.

Does anyone know any secret tricks to getting M$FT to send me just a new tablet? I'm even happy to pay for it.

We have a M$FT store near here. Would there be any benefit in taking it in there?

One more question: If I do get a replacement tablet, is there data in the tablet memory that I need to purge before turning it in? And if so, how?

Thanks

Surface | Surface Book | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

6 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2022-09-07T02:41:42+00:00

    Regarding the replacement, your whole device will be replaced entirely. You cannot replace the tablet or base alone. You'll get another set of base and tablet as they come as one.

    The keyboard or base only contains a second battery, a number of ports and an optional discrete graphics card used when the screen part, also dubbed as the clipboard. The data are mainly stored on the tablet. If you planned to wipe out the data on the tablet, see Restore or reset Surface for Windows (microsoft.com).

    Thank you. That's what I needed to hear. It looks like my only viable option is to buy a new laptop from anyone but M$FT and toss this piece of junk in the trash.

    8 people found this answer helpful.
    0 comments
  2. Anonymous
    2022-09-07T01:45:42+00:00

    Let me try one more time:

    My Surface Book has two parts, which I am calling the base and the tablet. The tablet being the part that I can remove from the base and use as a tablet.

    #1: Is there any data in the memory of the tablet (the part that can be detached from the base) that is not in the memory of the base? That is, if I do get a replacement for just the tablet, will I lose any data if I just remove the broken one and replace it with the new one?

    #2: If there is any data on the tablet that I need to delete before sending it to be recycled? And, if so, how do I do that without affecting the data in the memory of the base?

    3 people found this answer helpful.
    0 comments
  3. Anonymous
    2022-09-07T00:57:52+00:00

    Please spare me the phony sympathy.

    As I said, I already called one of those numbers and was connected to a guy who pretty much didn't have a clue. I was hoping there might be some other option. It seems to me that M$FT would have replacement tablets I could buy until I can get rid of this piece of **** and buy something that actually works.

    And my second question still remains: If I do find a replacement tablet, can I just swap them? Or is there data in the tablet's memory that I have to deal with?

    2 people found this answer helpful.
    0 comments
  4. Anonymous
    2022-09-07T02:09:20+00:00

    Regarding the replacement, your whole device will be replaced entirely. You cannot replace the tablet or base alone. You'll get another set of base and tablet as they come as one.

    The keyboard or base only contains a second battery, a number of ports and an optional discrete graphics card used when the screen part, also dubbed as the clipboard. The data are mainly stored on the tablet. If you planned to wipe out the data on the tablet, see Restore or reset Surface for Windows (microsoft.com).

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2022-09-07T00:18:19+00:00

    Hello CynMoore,

    Thanks for reaching out to Microsoft Community. I'm sorry about what happened to your device. I totally understand how alarming it is to have such problem on your device. Please do know that this is not the experience we want you to have.

    As what you described the issue, it appears that your device is exhibiting a symptoms of a potential bulging battery. Battery expansion from deterioration does not present a safety concern and is most often caused by the formation of non-flammable carbon dioxide (CO2) gas. If you have a device where the battery has expanded visibly beyond the mechanical enclosure, we recommend you stop using the device. You should handle the device with caution to prevent putting pressure on or risk puncturing the battery cell.

    At this point, I know that it's a hassle on your end to contact the support again but it's the best thing to do as this is best handled by them.

    1 person found this answer helpful.
    0 comments