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

Hi Steve,

It might take a few weeks depending on when the battery arrives. For more than twice the price I could have one tomorrow from Amazon. If in a hurry then I would have done so. I can feedback next month if all goes well.

Might I suggest you do not leave the laptop on charge unless absolutely necessary. I found this caused my battery to deteriorate quite quickly.

Hope you can hold out

Dave

Answer 2

I was very lucky in that I had an extended warranty. They replaced it with a refurbished one that certainly looks brand new. Needless to say, I bought an extended warranty for this one. But I do agree this is a defect and safety issue so they should replace all of them. Also, having 100% of my files on OneDrive made it super easy to swap. My only cost was for a new PDF tool.