My surface book charger exploded while charging and corroded and burnt the actual port on the surface. Am I entitled to compensation despite it no longer being covered under warranty?

Question

Today I was using Photoshop on my surface while charging it and I heard a pop and hissing sound and smoke started coming out of the charging port. The charger partially melted inside the port but I was able to remove it with a bit of effort. When I did I could see that the actual charging plug itself has become corroded both on the plug and inside the port itself, and the side of my surface is literally burnt around the port. I have had this surface for about 4 1/2 years so the warranty is expired, but I am a working Graphic Designer and therefore require a laptop for my job. The surface still works, but I'm not going to plug another charger into a corroded port for obvious reasons. So, even though the warranty expired, I was wondering if there would be some form of compensation, whether it's a new surface, repairing this one, or a partial refund, since I can only imagine this is a factory defect, and not anything user related, and I'd rather not have to pay for a new surface for something that I had no control over.

Answer 1

Hello, Jacob Viens.

Welcome to Microsoft Community!

Thank you for your description of the problem.

This is in fact a very dangerous and worrying situation.

For your incident, as a community support I will try to share ideas or suggestions with you as much as possible. However, before doing so, I hope you understand that we are an agent and not affiliated with Microsoft. I am not in a position to make a direct judgment as to whether or not you will be compensated.

Therefore, it is my responsibility to direct you to the appropriate staff member who can provide you with more detailed repair or claim instructions from the Surface Technical Support team.

I am here to share with you the steps for creating a service order.

Due to the damage on your current device, I recommend that you use another device in good working order to access the browser for the following:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface burns out ports while charging and needs to be claimed, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model (Surface Book) you are currently using in Product family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

I hope that your problem will be dealt with appropriately.

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist