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Surface book 2 charging port melted pins

Anonymous
2022-10-15T02:59:14+00:00

I think I've got a defective surface book 2 15-inch (I got the model with all the bells and whistles, cost me AU$4,710 at the time of purchase in 2018).

I began to notice that the device wouldn't charge when the charger was plugged in with the cable running toward me (standard configuration), flipping it around solved this issue (I thought maybe it was some dust in the charging port or something).

However, a few days later, that stopped working as well. I decided to take a look at my charger and discovered this:

(right side)

(bottom side)

As you can see, the charging cable has melted. I the proceeded to look at the charging port itself.

(15-inch SB2)

If you look closely at the pins on the ends of the charging port, you can see that they seem to have what looks like blobs of solder on them.

I happen to also have a 13-inch SB3 that was bought a week or so ago, and took a few photos.

(13-inch SB3)

As you can see, all the little contacts are the same size and have no blobs of solder.

I've heard other people with this problem

https://answers.microsoft.com/en-us/surface/forum/all/surface-book-2-overheating-on-charge/9221122a-7f92-47aa-8a20-da98aaa5065e

They say it seems to be an issue with the charging port itself, not the charger.

I also noticed that the head of the newer SB3 chargers are smaller and made of metal, whereas the head of the SB2 charger I have is larger and is made of plastic.

I'm really worried as I spent a lot of money on this computer. To replace the port will cost me AU$330, but I'm worried that the issue will arise again if it is a problem with this model. I'm also worried about this being a fire hazard (due to the melting charger).

I know the computer is a little over 4 years old, but I've got an 11 year old mac book pro 15-inch that has never had an issue. Considering that the SB2 was almost 5 grand when I bought it (about AU$5,150.65 in 2022 dollars), you'd think you'd get a more robust product right?

Should I ask for a refund or replacement and if so, how would I do that?

Surface | Surface Book | Power and battery

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  1. Anonymous
    2022-10-15T16:18:19+00:00

    Hi Harru_42,

    Thank you for reaching Microsoft Community. We're sorry for the inconvenience this has caused you. We hope everything is okay and safe. We suggest to not use the device for the meantime for safety purposes.

    Kindly reach out our live support team to check options for your device. You may reach them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This also works with Home users , just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact - Microsoft Support.

    Kind regards,

    Lavenia

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