My Surface Pro 4 Battery is very bad

Anonymous
2019-11-10T09:38:25+00:00

Dear Team,

Is there anything you can do. My serial no.  XXXXXXXXXXXX. I met with an agent in Microsoft Store , Oxford Street London to get my device checked. My battery is extremely poor.  Response on store was very bad. |She suggested that I should expect battery deterioration to an extent that it dies down within 60-90 min. where as Microsoft promise was 5+ hours when I originally bought it.  Her response was so nonchalant as if it is expected norm and if i seek replacement then i got pat 450 GBP for a new device. I expected a better response from MS. If anyone using ipad knows how better its battery life and with your response I doubt you are going to keep too many customers. Please review my case and provide a reasonable solution. I have moved to India and want to get this resolved swiftly.

We have just edited your post due to some private details provided.

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2019-11-10T23:53:33+00:00

    Hello DeepankarDas1,

    Thank you for reaching out Microsoft Community. We sincerely apologize for the inconvenience this has caused you. This is definitely not the kind of experience we'd like you to have. Battery life would depend on the things that we do on our devices regardless of what brand or model we own and it will degrade over time during normal use. However, I have here some steps that could improve battery life.

    • Run Power Troubleshooting from Settings > Update & Security > Troubleshoot > Power
    • Click the battery icon located on the bottom right corner, set the battery slider to Best Battery Life
    • Uninstall and reinstall both battery driver. From Device Manager, expand the Batteries category. Right click Microsoft ACPI-Compliant Control Method Battery, select the Driver tab, and select Uninstall > OK. Restart the device.
    • Run **Surface Diagnostic Toolkit**. It is a self-healing tool which looks for potential issues and fixes them, as well as ensures your device is completely up to date. Or manually check Windows Updates by going to Settings > Update & Security > Windows Updates > Check for updates.
    • Force the device to shut down and restart. Press and hold the power button for full 20 seconds to make sure the Surface is completely turned off then press and release the power button to turn it back on.
    • Go to Download drivers and firmware for Surface and download the .msi file. This is to make sure you got the latest Drivers and Firmware.
      • If there's not an .msi file that corresponds to the build of Windows 10 you have installed, select the .msi file that's closest to your build number.
      • To find out which version and build of Windows you're using, select Start > Settings  > System  > About , then look under Windows Specifications to find your operating system version and OS build number.
    • Try to lower down the battery level to 10% then charge up to 100% without using the device and no accessories connected.  This will allow Surface to charge as quickly as possible without interference. Once done test your Surface and see how much batte
    • If all steps above did not resolve the issue, I highly recommend that you Reset the device using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset and you need to back up your personal data. You must have 16GB/32GB of Flash Drive and it must be formatted into FAT32 prior to downloading the Recovery Image. If the issue occurs after a reset, then the root cause is very likely hardware related.

    Please keep us posted.

    Regards,                                                                                                                 

    KarenJune_F

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  1. Anonymous
    2019-11-17T17:20:12+00:00

    Done all that barring last step with no avail. Seems some fundamental issue with hardware.

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