Swollen Battery Issue Replacement

Question

I have a Surface Book which was purchased just over three years ago.  The device became useable due to the case opening up because the battery became swollen.  This happened during the Pandemic shutdown.  

When I contacted Surface Support, they informed me that they would not replace the device with a new one because it was out of warranty.

Has anyone had success convincing MS to replace their device with a new device rather than a refurbished device, due to this problem of the swollen battery opening up the case?

The user spent more than $4,000 on this machine, outfitted to do graphic design for their business.  I've spoken with Surface Support and their position is that they will only provide a Refurbished machine.  I think MS should replace the broken device with a New one rather than a Refurbished one.

Can anyone provide some advice and/or evidence to support my argument with MS?

Thanks;

Robert W. Looper

Answer 1

The same thing happened to my Surface during the shutdown. It has been a few weeks and now the case is open on 3 sides. I am just now trying to troubleshoot it since the stores are closed and I can't be without a device while waiting for a replacement. I am still able to use mine but I don't know for how long. My Surface went out of the extended warranty in March, 2020, and this happened just after that...of course!

Answer 2

The same thing happened to my Surface during the shutdown. It has been a few weeks and now the case is open on 3 sides. I am just now trying to troubleshoot it since the stores are closed and I can't be without a device while waiting for a replacement. I am still able to use mine but I don't know for how long. My Surface went out of the extended warranty in March, 2020, and this happened just after that...of course!

I have contacted MS Surface Support a number of times and they keep offering to replace mine with a Refurbished device.  This is not acceptable to me as I have discovered thru research that this problem has been reported quite a bit to MS as well as to the Consumer Product Safety Commission. 

I have escalated the case twice now, but they still insist on replacing with a refurbished device.

After a lot of arguing with them, they informed me that they did notify resellers of this issue, so I'm now trying to get satisfaction from BestBuy.

I think every person who has had problems with these devices should be filing a report with the CPSC to place pressure on them to replace them to offer a more satisfactory solution.

Answer 3

Hi, Robert W.Looper! 

Thanks for reaching out to Microsoft Community and posting your concerns. We understand you wish to get a replacement for your Surface Book that has an expanded screen/battery. This isn't the experience we want you to have. We appreciate you taking the time to let us know about this.

I am afraid to inform you that the Community forums is for consumer users, for those that are for business/enterprise, this is handled by the Surface Support for Business/Enterprise for further discussion.

This may not be the message you wish to read, we hope to have helped you out on how this can be addressed accordingly. 

Kind regards,

Janette_Z

Answer 4

I have already opened a Case with MS Surface Support.  It has not produced a satisfactory resolution.

Answer 5

Hi,

I am at my wits end with Surface Battery Issues.  I have an open case and have done everything suggested by the techs, including their "answer to all" ...re-installing the operating system.

My surface Book Pro now will not recognize battery 1 (the detachable screen - tablet).  It shuts down when battery 2 (keyboard side) reaches full power on charge.

Now that I have reported that I did the reinstall without results,  and have spent hours reinstalling windows, no one will reply to my case.  I suspect this is a Microsoft tactic to blow you off and get you to pay for another rebuilt unit.

I have had my Surface replaced twice already - and with rebuilt units, that inherently come with the previous owner's battery issues that crop their ugly head down the road.

I have had the keyboard side swell up, then the next unit had the screen swell up. Now, the 3rd unit's screen side will not recognize the battery and charge it.  Instead it shuts down the whole system (like a short of some kind) in the middle of my work.

Like I said, I have an open case, now being ignored.

I'd like to gather a lot of users and look into a class action law suite.  I want a new unit or my original purchase price refunded.  I want a replacement unit with at least a 3 year battery guarantee.

Being ignored is cause for legal action, especially after the typical "reinstall windows tactic".  They know there is an issue.  Man up and make us all good.   Samsung can admit their problems and make good for them.  Microsoft - get involved!