Surface Pro 4 Screen Burn on Boot Screen?

Question

Hi,

I have owned my Microsoft Surface Pro 4 (16GB/512GB/i7) now for less than a month, and have started to notice that during the initial Surface splash screen during boot up, three different sized glowing patches are forming.

However once another screen is displayed such as login or the desktop, they vanish and have no impact on colour or brightness whatsoever.

Please see the attached [not wonderful quality I know] image to give a better idea of what I mean. All are above the Surface logo and slightly to the right.

Is this a common issue, or do I have a slowly deteriorating screen? Because of the age of the machine being so short, would Microsoft simply swap the device, or am I going to have to be without it whilst it is repaired? Which would cause issues for me work wise.

Thanks.

Answer 1

If it were me, given the growing reports of issues with screen ghosting, shaking, and flickering with the SP4, I'd swap it out as soon as I could.

If you bought it from Microsoft, you have 30 days for a full refund, and I would recommend returning for a refund as opposed to exchanging. The reason is that they use refurbs and not new machines for replacements. If you are in the US, you can go to a physical retail Microsoft Store https://www.microsoft.com/en-us/store/locations... and do this transaction there. If you purchased somewhere else, you still may be able to return for a full refund and repurchase. You CAN contact support for an exchange, but that is the least preferable option in my opinion because you would get a refurb, and unless they agreed to an advanced exchange, where they charged your credit card and shipped you a replacement before you returned yours, you WOULD be without your Surface.

If you go to a Microsoft Store and speak with a store manager, you MAY be able to exchange for a small up charge for the newer Surface Pro 2017.

Please don't shoot the messenger. I hope this is of assistance, and if it helps, please DO mark as answer.

Answer 2

If your only option is through Support, here is the list of phone numbers https://support.microsoft.com/en-us/help/13948/...