Where are you Microsoft???

Question

I joined this forum right after I started to have issues with my Surface Book (i7/256/gPU) and since then I come to this forum every single day at least 5 or 7 times per day to see what other people are doing to fix all the reported issues. What I am starting to notice is the change in tone from all users, from a peer-to-peer support and collaboration space to a place where we are all expressing our frustrations and disappointment while we count our days to make a decision if we return or not the Surface Book. But I think that the WORST part of all, (at least for me) is that Microsoft is not stepping up to address any of these issues. 

We know you (Microsoft) read these comments and follow some of these threads closely. The only thing we ask you to do is to acknowledge us, jump in and speak up. Tell us that you are working on it, share ETAs... something. Most of us believed in the product and pre-ordered it the same day it was launched. The least thing you can do is to work with us so we can help you to fix the problems. What is the point of having a forum if you are not going to lead the conversation?

Answer 1

I'm returning my SP4 as well. I was so looking forward to this machine too. The idea and the hardware just seem so perfect, but the actual product is worthless. It was so full of glitches when I first got it I was amazed. I decided to give MS the benefit of the doubt and wait for TH2 to be released. That seemed much better, only one or two crashes per day. (!) Then yesterday Windows just started falling apart. The windows button, both keyboard and touchscreen, stopped working. Then half my shortcuts quit working. Then right click quit working on most things. (?) None of the online fixes work. So, no choice but to return it. I'm considering buying another one, hoping it's bad memory. I really want this tablet to work. But MS is going to have to come clean and honestly tell us what is wrong and when it will be fixed. Microsoft has a choice, make people like me fans again, or accept that we'll tell everyone we come in contact with to avoid the entire Surface line.

Answer 2

Hi Everyone,

As previously mentioned, the feedback given here and improving your experience is important to us. With this in mind, the System Firmware Update – 11/18/2015 is now available for Surface Book and Surface Pro 4.

Here are the details of this update:

Surface Book

Surface Pro 4

The following update will be listed as “System Firmware Update – <br>11/18/2015” within the Windows Update History..****<br><br><ul><br><li><br><p style="color:#000000"><span>Surface UEFI update (v88.870.770.0) improves system stability.</span></p><br></li><li><br><p style="color:#000000"><span>Surface Management Engine update (v1.0.0.1183) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Precise Touch Device driver update (v1.1.0.217) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Management Engine Interface driver update (v11.0.0.1172) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Surface Touch Servicing ML driver update (v1.0.36.1) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Microsoft Surface ACPI-Compliant Control Method Battery driver update (v1.2.0.2) ensures correct Surface driver is installed.</span></p><br></li></ul>

The following updates will be listed as “System Firmware Update – <br>11/18/2015” within the Windows Update History.<br><br><ul><br><li><br><p style="color:#000000"><span>Surface UEFI update (v103.873.768.0) improves system stability.</span></p><br></li><li><br><p style="color:#000000"><span>Surface Management Engine update (v1.0.0.1183) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Precise Touch Device driver update (v1.1.0.217) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Management Engine Interface driver update (v11.0.0.1172) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Surface Touch Servicing ML driver update (v1.0.36.1) provides touch optimizations.</span></p><br></li><li><br><p style="color:#000000"><span>Microsoft Surface ACPI-Compliant Control Method Battery driver update (v1.2.0.2) ensures correct Surface driver is installed.</span></p><br></li></ul>

When you go to check for this update in Windows Update you will also notice a Windows 10 November Update being available. This is another update for the Windows 10 OS itself and adds more improvements and new features. For more information on this update, check Windows 10 November update: FAQ.

Thanks for all the feedback!

Greg

Answer 3

Hi Everyone,

As previously mentioned, the feedback given here and improving your experience is important to us. With this in mind, the System Firmware Update – 11/18/2015 is now available for Surface Book and Surface Pro 4.

You can find the details of this update in our posts for Surface Book and Surface Pro 4.

When you go to check for this update in Windows Update you will also notice a Windows 10 November Update being available. This is another update for the Windows 10 OS itself and adds more improvements and new features. For more information on this update, check Windows 10 November update: FAQ.

Thanks for all the feedback!

Greg

Thanks, Greg!

Any ETA on when the plethora of Surface Dock related bugs are going to be addressed? I've installed this update and they're all still there leaving it practically unusable. The 30 day return window closes on 11/25... Do you know if there will be a patch for it by then?

Answer 4

It really, really doesn't like disconnecting and reconnecting the keyboard often. When I flip my display, I crash 1 in 4 times. This is a hard lock crash: either bluescreen or, since this patch, black-screen hard lock.

Answer 5

I too am very disappointed with my Surface Pro 4. (i5/8/256).  Microsoft store (2 hrs away)replaced my SP4 on Monday because of a defective screen (water streaks that wouldn't disappear).  But the new machine still has tons of bugs and problems.  I wouldn't recommend a Surface to anyone - as a matter of fact I have already told several folks inquiring that I love the concept, but that Microsoft is using its customers to find all the bugs.  I'm thinking class action lawsuit may be warranted for shipping products it had to know was full of problems.  All the time spent on these devices, attempting AnswerTech help, lost work, etc.

I just checked for updates and a Firmware update 11/18/15 was available.  Installed.  Great, I thought but then SP4 then failed to get past "Hello" screen.  Had to hold down power button to restart.  Loaded on second attempt. Then after a few minutes while using "edge" browser got Display Driver Critical error after screen froze, AGAIN! 

Like other users, there is something about expecting your new device to work and then miss part of a lecture or have the touchscreen stop accepting input, only to restart - it seems like we are back in the 90's with CTRL-ALT-DEL fix from back then - it is just the power button on the Surface in 2015.  Come on, really?

Sincerely,

Michael (disappointed SP4 owner)