Bottom of Surface book key board is separating!

Question

I have a Surface book that is about 3 years old. I have just noticed that the bottom of the keyboard is separating. The opening is about 3 inches long and about 1/16 at its widest point. Why is this happening? The case never feels even warm. How much of a problem is this? And what can be done?

Answer 1

I have a Surface book that is about 3 years old. I have just noticed that the bottom of the keyboard is separating. The opening is about 3 inches long and about 1/16 at its widest point. Why is this happening? The case never feels even warm. How much of a problem is this? And what can be done?

Hi LDevar,

Thanks for reaching Microsoft Surface Community. I'm sorry to hear about your Surface Book keyboard that is already separating. Probably your concern is more on its battery. What we can suggest is to give a call to Microsoft Surface Support to have this check and it will be better if you prepare a photo of your device current condition. If you have important files on it, make sure to back it up or save it under a flash drive and better not used your device as of the moment for your safety.

Just to provide some expectation, if your device is already out of warranty but still within 3 years from the date of purchase they can definitely assist you in processing exchange on your device. Still that will be the same process if you are in warranty. The exchange device will be given 90 days repair warranty aside from the current Manufacturer warranty that you have on your Surface. In case, if Manufacturer warranty ended, we can still assist further assist. 

If you are currently located in US you have the option to visit the nearest Microsoft Store in your area. You can check on this link below.

https://www.microsoft.com/en-us/store/locations/find-a-store

Just in case you are already out of warranty and already beyond. The options are to proceed on exchange that will cost $599 for Surface Book only. 

We totally understand if the cost is too much for our pockets especially if we are on a budget. That is why we are providing other options. Aside from the Out of warranty exchange option, we do have certified devices on where you can check online. If you are located in US you might have this options under this link below. Good thing on it, this devices are tested by Microsoft Engineers, its like you purchase a brand-new one since it has a 1 year Manufacturer warranty and save money on it instead getting a brand-new one.

https://www.microsoft.com/en-us/search?q=Certified+Microsoft

You can also contact our Microsoft Support at 1-800-642-7676 or Chat with us at http://www.microsoft.com/surface/en-us/support

For sure, this is just a rare occurrence on your device. Let us know if this helps. Please keep us posted.

Regards,

Edd

Microsoft Moderator

Answer 2

Thanks for your reply.  I have done some research and find that this is an ongoing problem with the Surface Book.  I have contacted Microsoft Support and am one month beyond the three year replacement period.  Since the time is so close, and it is a common safety related problem that Microsoft is having, I have asked them to consider helping me.  I do not know how this will go, but am surprised and concerned that the product life of the Surface Book is only about three years, since they do not offer a repair option.  I understand that Apple replaces batteries for around $100 and feel a bit taken advantage of to find that Microsoft merely tells you to buy something new rather than facilitate what is probably a simple repair.

I really like the Surface Book but, as I'm sure you can understand, do not think I can consider buying another that will have a similarly short life span.  Let's see how the company responds to my request.  For me, a rather average home user, this will indicate whether I should continued to be loyal to Microsoft products and the Windows system.  Thanks, L Devar

Answer 3

I have a Surface book that is about 3 years old. I have just noticed that the bottom of the keyboard is separating. The opening is about 3 inches long and about 1/16 at its widest point. Why is this happening? The case never feels even warm. How much of a problem is this? And what can be done?

My Surface book is running fine, I just reconized the bootom of the Surface book was poping out. 

I bought in Japan and now I'm living Switzerland. Can I get support by Microsoft Switzerland?