Warranty - Replacement Power Supply

Question

My Surface Pro 2 is still under warranty. Recently I had issues with the power supply not always working, slight adjustments to the connection where the cord goes from the outlet to the box usually fixed this. One day when checking the connection, it made a very slight crackling/sparking noise and whilst it was working directly afterwards, it has now died completely.

I've checked it in other powerpoints, I've checked it for damage (appears undamaged) so I'd like to get a replacement under warranty.

My issue is when I went to enter a service order, it talks about sending in the Surface and not to send any accessories including the power supply. Firstly, to replace the power supply, I imagine I'd have to send it in. Secondly, I don't want to send my Surface in. The tablet itself has no fault and I would have to go through the bother of making sure everything is backed up, which I'm not certain I have the battery power remaining to do so.

If I create a service order for my registered, under warranty Surface, will I be able to just send the power supply, or will it not be accepted?

Answer 1

Hello FletchTalon,

Thank you for stopping by the Microsoft Community. Sorry for the troubles with the charger. Rest assured we'll do our best to help.

I know you've probably already done these steps but for troubleshooting sake, we'll go ahead and have you try it out:

To confirm if it is a power adapter issue, you can try the following steps: 

Step 1: Plug the power cord back in to the electrical outlet, and then reconnect the power supply to Surface. Make sure power connector is properly seated

Step 2: Check that the light on the connector is lit.

If the connection is secure and:

The light doesn’t light up  

Your power supply may need to be replaced.

The light is lit

Your Surface is getting power. If the light is lit and your Surface is not charging, please read this troubleshooting article "Surface battery won’t charge" on our support site.

In the 2nd part of your post, you're asking:

"If I create a service order for my registered, under warranty Surface, will I be able to just send the power supply, or will it not be accepted?"

That is a great question that I believe our assisted agents can go in further details with you.

Please click hereto reach out to them.

We look forward to your reply.

Answer 2

Hello again FletchTalon,

I am checking back in with you for an update.

Please do reply and let us know.

Answer 3

I have an interesting issue.. My Surface Pro 2 charger began acting funny about 2 months ago, becoming intermittent, only charging when it was in certain positions etc. But after a few days it stopped working altogether (no power coming through). For various reasons I made an attempt to fix the charger, I made a fine cut into the brick with a circular table saw and began probing around - turned out there was no input voltage - which means the AC cord had a breach (open circuit). The brick itself had nothing wrong with it. (I know what I'm doing, don't worry)

Just now have Microsoft admitted there are design flaws with the AC power cord! Sad I had to cut it open first, could've just found a new AC cord if I knew!

I can't get a new brick I guess? (Your fault supplying a faulty cord!)

Answer 4

Thank you! 

Here is the direct link to the recall:

https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/powercord

I have never before had to replace a power supply cord in over 25 years, as I am gentle on electronics. Since I purchased my Surface Pro 2, I have purchased 5 power cord replacements while Microsoft refused to acknowledge the problem. I had no choice but to purchase the entire thing, brick and all each time. This was not cheap. 

Of course, Microsoft is only going to provide one replacement. They are not going to make customers whole on this issue. I will remember that.

I no longer recommend the Surface. I make sure my college students have access to open source office productivity software. I no longer bring in Microsoft evangelists to do workshops for my students. I totally get why so many of these students now bring an Apple product to class.