Failing power cord due to intermittent wire at plug

Question

I am on my second replacement power cord. The wire joining the surface, magnetic plug fails after 6-8 months. I've had laptops for as long as there have been laptops and I see you had a recall on a previous surface power cord where you reinforced this specific area. Mine has been intermittent for several months and getting worse. I'd like a replacement without spending another $100 like my last one cost. Thank you.

Answer 1

Thank you for posting your inquiry here in Microsoft Community, MarkBrunelle.

I'm sorry to hear about the issue on your charger. In this case, please reach out to the customer support to get your charger replaced. Try the methods below to reach out the Customer Support:

Note: Before doing the methods below, please make sure to sign-in your Personal Microsoft Account.

1. Go to Contact Us - Microsoft Support page and select Get support

2. On Describe your issue space, type Talk to an expert then click Get Help

3. Under Need more help, select these options on the drop downs:

Note: Use the type of device that has the issue.

4. Click on Confirm then these options should appear:

5: You may selectChat with support agentor Call me.

6: You may also check the Global Customer Service phone numbers.

Answer 2

John Neil_J,

While I appreciate your detailed reply - which originally gave me confidence in finding a solution - None of the steps from #3 on offered the same options you listed. I've tried a variety of the available options with no response.

My original power cord failed just outside of the warranty. I didn't fiddle with it after it stopped charging I just purchased a new one ($100 because the cord is not detachable from the charger) My second one has also failed. It can be made to charge by manipulating the cord at the point where it connects to the magnetic attachment plug. I've seen several newer power cords for this product and they have a clearly reinforced section where the cord enters the magnetic plug/attachment indicating the failure at this point has become an ongoing problem. My charger is now to the point where I can usually but not always make the charging light indicate a connection. Once there, I tape it to the desk so it won't move. Eventually the light goes off, the computer won't charge and I start over. You and I know that failing connections within a flexible cable won't get better over time. The nature of the magnetic plug forces a consistent bending flex on the place where the cord enters by the plug - something that wouldn't occur under the typical, round power cord plug - The magnetic connecting feature offers no actual technical advantage. Any corded plug that exited the machine in a straight line without a tight bend would be superior for wear and tear.

Please help me find a solution. I think this machine is the finest laptop I've owned and favorably compared it to the similar Apple products. I don't know for sure but I don't hear about Apple products failing this way.

Thank you.

Answer 3

John Neil_J,

After sending my message I see there's option for a photo. The video of this showing intermittent power wouldn't upload here are a couple photos. showing the failure issue.