Surface Book screen separating and bulging badly

Question

My Surface Book screen is separating from its' housing in two places.  There is also a strange burn mark on one side of the screen.  After doing some research on how prevalent this problem is with other owners and reading about what the problem stems from, I understand that Microsoft used a defective battery.  The bulging and burn mark signifies a fire or explosion hazard.  This is not good.  In fact, this problem sounds very similar to the cell phone battery problem that one of the cell phone brands had a few years ago.

I have always treated my computers with kid gloves.  Same with this device.  It was an expensive purchase and I wanted it to last as long as all my other computers have.  The life expectancy of this computer has fallen far short of that mark.  My extended warranty expired but because this problem was caused by the installation of a defective part, Microsoft should step up and fix the problem without attempting to collect additional money from the injured consumer.  Unfortunately, that doesn't seem to be the case.  At this point, as I understand it, the only option is for the customer to pay an additional $600 to Microsoft to fix the problem or replace the device.    

I showed an attorney pictures of the damage to my computer.  He's surprised that Microsoft is charging their customers anything.  This is a consumer safety issue, and as such, the responsibility falls to Microsoft to replace, at no charge to the affected consumer, not only the defective battery (which is apparently swelling and imposing pressure on other parts of the computer), but additionally, to replace the screen which became damaged as the direct result of the battery problem.  He suggested emphatically that I file a complaint with the Federal Trade Commission and a few other related governmental agencies I was given the names of for investigation.  He also suggested that I stop using the computer. 

I'm going to register a complaint with Microsoft first to give the company a chance to do the right thing.  If they don't, I won't have any other recourse than to file an official complaint. 

I'm a computer user not a techie.  The thing that alarms me the most is that because I didn't know any better, when I first saw this buckling in the screen, I thought it was something less hazardous having to do with an ill-fitting screen for the frame it sits in.  I never move the computer from it's position on my desk and use a monitor and external cordless keyboard/mouse.  Because I wasn't moving or carrying the laptop around, I felt that the problem wouldn't get worse until I was able to have it looked at.  What I didn't know is how risky continuing to use the computer could be from a potential fire or explosion standpoint.  It's impossible for me to believe that Microsoft, receiving repair orders and reading repeated complaints about the same problem hasn't connected the dots as to the safety issue.  A simple email alerting registered owners to the possible danger would have been appreciated.  To date, I haven't received any such email.  So, it'll be interesting to see how Microsoft responds.

Answer 1

Exact same thing is happening with my and my colleagues’ books! After dropping $3k a book just a few years ago and now we’re supposed to spend another $600 for a refurbished >3 yr old laptop when it’s clearly a safety issue!?  Absolutely ridiculous.

Answer 2

I'm in the same boat as well. This is my third SurfaceBook in 4 years and each of them have been defective. The screen bulge on my current one is pretty bad and I spoke to them but they're asking for £560 pounds for a replacement which I think is ridiculous. I emailed back asking if there was an option to replace just the battery alone and it's been a month since, not heard back from them. This is clearly a safety issue and it should be on them to sort it out. I regret spending £2500 on this.

Answer 3

I have the same issue. My Surface book was purchased in 2017, in 2018 I got a refurbished replacement due to a motherboard issue, now I have this issue with expanded battery. 

I was told it is over 3 years warranty, even though the refurbished one I got in 2018 from the Microsoft store as a replacement to the original one I purchased was 2 years ago they still won't replace it unless I pay $600 USD. I find this absolutely ridiculous!

Also they have closed all their stores so you can't even go in and speak to someone about it

Answer 4

It seems a common fault with all Surface Book models. I bought one very early and love the device. In fact I bought it in China almost 4 years ago and have since moved back to UK. Since my return I have altered my habits as it is not so easy to reach the mans socket. This has meant the laptop has been charging more than necessary. That is charging when not in use. There does appear to be a way the laptop knows when the charge is full but no method for the laptop to automatically stop charging. This causes the batteries to heat up. Effectively a design flaw it would seem. The clipboard (display) can get very warm and at times has left me with marks from the heat on my hand when using the device on my lap. Obviously the batteries are getting too warm. This will in turn lead to the lithium batteries expanding. I have this on my Surface Book. I would recommend not leaving the computer plugged in if not in use, and if so keep charging to a short duration.

Since I have contacted Microsoft support. The only solution I was told is to buy a new device as my Surface Book is out of warranty. The came forward with the offer of a refurbished surface book which will only have a 90 day warranty. The asking price for this refurbished replacement was £586.80p. I have purchased one and now waiting for delivery. Not sure what to expect. Like new one would hope. I was told the specification for the replacement will be the same or possibly higher than the original model.

Since this I have been looking online and the repair seems fairly straightforward. I have purchased a set of necessary tools for £10, and I see replacement batteries can be had for around £23. I only need to find out the adhesive used to stick the screen back on.

Once the new device is delivered I will look to repair the old one. Rather a difference in cost so someone is making a packet out of this. Considering the number of people with this issue if all goes well I might offer this service to others.

Answer 5

Hi David,

Thanks for the post!  I still have the bulging battery so I would love to hear how your repair and replacement go as I am considering the same options.

Steve