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FREE REPLACEMENT for ALL surface pro 4's with the KNOWN flickering screens! @ Microsoft
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FREE REPLACEMENT for ALL surface pro 4's with the KNOWN flickering screens! @ Microsoft

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Posted 21st May 2018

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So I've always been a huge Surface fan since my pro 3, and have recommended them to everyone I felt would benefit having such a device (everyone wanting a tablet and laptop, that's portable, and has a use for a pen).

My biggest complaint though was such an expensive product was backed by such bad support. No live chat, no stores to go into which are accessible to everyone (yeah I'm looking at apple) really made the customer experience seem below par. I mean it's apple they're competing with...

Anyway I noticed today after a vent of frustration that they're actually replacing affected Surface Pro 4's which have been bought in the last three years. Lost your receipt, no problem, because it's not even been out for three years yet. Just register it to your Microsoft account and you'll be good.

They'll ask a few eligibility questions, which off my memory so I may miss a few were:

• Have you tried the trouble shooting?
- I answered yes, as I have done numerous resets, and a Windows reinstall (I stated this)

• What is happening, is is vertical shifting?
- I said yes, it's shifting vertically across the horizontal direction.

I also made clear it fluctuated in severity, where sometimes it's just the bottom quarter (roughly) of the screen, but often will be the entire screen to. I stopped using it frequently so I can't say how it always is, but that's been noticed from smaller usage.

• Are there any lines across the screen, or are there ever lines across is?
- I've seen black lines across mine, however he repeated grey back to me, so maybe they're expecting grey lines? I'm sure I've seen black but yeah...

• Do you see any duplicated images?
- YES! At first I wasn't sure, then I looked onto it and it was shaking at the bottom, and I could indeed see 'yes' twice at the bottom of the screen, it depends on the severity of the shaking as to how bad the duplication is.

Following these, he confirmed my details and emailed me a UPS ticket, which he said I'd need to print off and arrange the collection. He advised not to send it in the original box but to use another, and to ensure it's sturdy and protect it with bubble wrap or newspaper. He advised the new unit will be a certified product (refurb) in which there'll be a 90 day warranty, however my understanding is if the same issue occurs, you'll have another three years, although I may call and clarify as it depends how good they want their customer service to be.

The site claims the turnover is 5-8 business days from receiving the surface, so I'm anticipating it to be three weeks roughly.

Good luck to those who are eligible as I know the frustration, and I'm lucky that I had an older pro 3 to fall back on but many others will have jump ship to apple or other manufacturers, and that's all Microsoft's fault.
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This shouldn't be classed as a deal in my opinion. Microsoft should be replacing faulty products for free.
37 Comments
It is good that Microsoft is addressing this issue. The SP4 was evidently a bit of a lemon in an otherwise excellent line of devices.
Sure its not an undocumented feature. Microsoft used to have alot of those
This shouldn't be classed as a deal in my opinion. Microsoft should be replacing faulty products for free.
Thanks for sharing. It may not strictly be a deal, but I for one am very grateful to you for making me aware. Cheers!
Edited by: "spodham" 21st May 2018
ExiledHamlet45 m ago

This shouldn't be classed as a deal in my opinion. Microsoft should be …This shouldn't be classed as a deal in my opinion. Microsoft should be replacing faulty products for free.


I agree and disagree. It shouldn't be a deal with regards if they've got a known fault they should fix it, but reality is, they didn't.

They are finally doing the morally right thing, which is saving me £1000 (ish) in buying a replacement.

Whether that's a deal with that in mind, debatable, but for informations sake I felt I should post!
I've been disappointed with the Surface Pro (2017), screen backlight bleeding that would put a £40 supermarket tablet to shame and very common as well. Never really had much to do with the Surface Pro 4 but heard so much negativity (from actual users, not reviewers who didn't pay for it themselves) that I avoided it anyway - looks like I made the right choice.
Solution is to vote with your wallets next time if they don’t support their cock ups
Although I like the surface line I have trouble recommending them due to the points listed by the OP.

Now my Pro3 is refusing to work with any touchcover and I'm having to resort to a Bluetooth keyboard I won't be recommending them to anyone.

Nice design but let down by build quality and quality control.
My surface tab had a keyboard issue which Microsoft fixed/replaced in about a week. The weird thing was the warranty had for sure ran out, but when i put the details in a second time (6 months or so later) they said I had about 16 months remaining.
Edited by: "Kimbrehhh" 21st May 2018
I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery charge overnght, when switched off completely. I have tried all the possible solutions found online, including the registry hack etc., but with no success. Apparently, it's an issue quite a few onwers are experiencing. Any idea if MS is about to address this as well? I love my Pro 4, but this is a nightmare - you leave it off for a week and the battery's dead!
Just to note, they do not send new units. They are refurbs or ones that have been returned. I have had this issue and numerour other issues and every time I was told I would get a new machine only to find out afterwards they were not. This happened to me 4 times. I ended up selling mine as the hardware quality is applalling
I'm just working on a Lenovo Yoga 2 Pro which has a screen flickering problem. The support from Lenovo is abysmal.

Are Dell the best laptops these days? I'd love one that has a brighter screen for working out in the sunny garden!
Thanks for making me aware of this. Got a faulty out of warranty Surface Pro with a fuzzy screen. Booked it in for a replacement. Thank you.
puskin1 h, 36 m ago

I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery …I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery charge overnght, when switched off completely. I have tried all the possible solutions found online, including the registry hack etc., but with no success. Apparently, it's an issue quite a few onwers are experiencing. Any idea if MS is about to address this as well? I love my Pro 4, but this is a nightmare - you leave it off for a week and the battery's dead!


If you don't ask you don't get so you may want to give them a ring? However if it's not on their site you may be in the dilemma I was in beforehand with the flickering. Good luck either way!
dombards1 h, 21 m ago

Just to note, they do not send new units. They are refurbs or ones that …Just to note, they do not send new units. They are refurbs or ones that have been returned. I have had this issue and numerour other issues and every time I was told I would get a new machine only to find out afterwards they were not. This happened to me 4 times. I ended up selling mine as the hardware quality is applalling


Correct. Although this is common practice across the board so I wouldn't knock them on that, what's worth finding out is whether you've a new three year period to claim on the refurb as I'm also sceptical if the same issue will persist as I've read other stories of numerous replacements being affected. Hey they may give an upgrade as I've not came across any 2017 models being affected.
Microsoft customer service has always been dire. I just need to look back at the issues with the 360, the console had to go to Germany to get fixed and still came back with issues!
puskin21/05/2018 15:24

I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery …I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery charge overnght, when switched off completely. I have tried all the possible solutions found online, including the registry hack etc., but with no success. Apparently, it's an issue quite a few onwers are experiencing. Any idea if MS is about to address this as well? I love my Pro 4, but this is a nightmare - you leave it off for a week and the battery's dead!


This may be a Creator's Update issue. My ASUS went from having a 10 hour battery to a 4 hour battery, and overnight loses 40% or so. Thanks MS! /s
That's a real deal! Not only you pay for overpriced and overheating (at least pro 3) device with crappy operating system, but also to can get a replacement when it's clearly faulty.
We have 40 of them, very poor quality for what you pay. Microsoft do not want to know and to replace a screen it will cost me over 400 pounds. I would stick with a normal laptop a bit more robust.
bnwubnfguisr30 m ago

That's a real deal! Not only you pay for overpriced and overheating (at …That's a real deal! Not only you pay for overpriced and overheating (at least pro 3) device with crappy operating system, but also to can get a replacement when it's clearly faulty.


The last decent thing to come out of Microsoft was Windows XP!
Look into a HP or Dell 2in1 instead. Nearly every surface released has had some sort of issue. For the premium price you'd think you're getting good build quality..
puskin21/05/2018 15:24

I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery …I have a problem with my Surface Pro 4 - it is loosing 10-15% of battery charge overnght, when switched off completely. I have tried all the possible solutions found online, including the registry hack etc., but with no success. Apparently, it's an issue quite a few onwers are experiencing. Any idea if MS is about to address this as well? I love my Pro 4, but this is a nightmare - you leave it off for a week and the battery's dead!


Is your Wifi still connected whilst the Surface is in sleep? That could be the issue. There is a setting to turn it off.
Edited by: "WordlyTraveller" 21st May 2018
Microsoft aren't replacing the Surface Pro 4 with a new Surface Pro 4, but with a refurbished one. i.e. a machine that Microsoft have stuck in the equivalent of hotpoint oven, to reflow the solder. OK, temperature controlled infra-red, but you can be sure that they won't be binning thousands of laptop motherboards, when they can 'fudge a repair' by reflowing the joints.

I give it 12 months before the problem occurs again, this is exactly the same fundamental issue as the lead-free HP Laptops with Nvidia 8600 discrete GPU past problems.

There is a fundamental design problem. I'd fight for a full refund, don't accept a 'lemon' refurb.
Edited by: "tightar5e" 21st May 2018
Where do I go to claim
Clearly not a deal!
WordlyTraveller12 h, 42 m ago

Is your Wifi still connected whilst the Surface is in sleep? That could be …Is your Wifi still connected whilst the Surface is in sleep? That could be the issue. There is a setting to turn it off.



No, all these options I've already turned off... Plus I'm even using the command prompt to power it down completely:
(C:\Windows\System32\shutdown.exe /s /t 3 /c)
It's a bit of a mystery to be honest...
gizmo250113 h, 50 m ago

This may be a Creator's Update issue. My ASUS went from having a 10 hour …This may be a Creator's Update issue. My ASUS went from having a 10 hour battery to a 4 hour battery, and overnight loses 40% or so. Thanks MS! /s



Actually, you might be right here. I applied all the internet-found "fixes" about 3 days before my Surface was automatically updated with the Creator's update, and I think it really was fixed for these 3 days - no battery drain while off. After the update all went wrong again.
The question is - what to do with it?
I can't see a chat function on their website, and repair just takes me to their 'you pay for it' page?
brs9812 h, 32 m ago

I can't see a chat function on their website, and repair just takes me to …I can't see a chat function on their website, and repair just takes me to their 'you pay for it' page?


Hi, they don't have a live chat. Quite strange frankly. You have to select the call service centre option and call the number from there.
Mine is showing out of warranty?! Surface Pro 4 256GB i5 on Microsft Support Devices and Repair section. Wants £333 to get repaired!
Whytey23/05/2018 10:09

Mine is showing out of warranty?! Surface Pro 4 256GB i5 on Microsft …Mine is showing out of warranty?! Surface Pro 4 256GB i5 on Microsft Support Devices and Repair section. Wants £333 to get repaired!



If anyone bought from Amazon within the past 24 months, send it back for a full refund. I had a few issues with my old SP3 and was at my wits end as MS were unwilling to repair it for free. I asked amazon on chat and they agreed I could return it for full refund after mentioning the issues I was experiencing (think it was about 18 months old).

Bought an XPS 13 to replace it from the warehouse (came brand new) which is so much better imo and cost me a bit less than the refund I was given.
Whytey23/05/2018 10:09

Mine is showing out of warranty?! Surface Pro 4 256GB i5 on Microsft …Mine is showing out of warranty?! Surface Pro 4 256GB i5 on Microsft Support Devices and Repair section. Wants £333 to get repaired!


It will likely be, you need to call Microsoft and speak to an advisor, mention the replacement scheme and after they ask a series of questions which I mentioned in my post they'll email you the UPS label after which you'll receive a replacement once yours is sent.
itsmattyjayy57 m ago

It will likely be, you need to call Microsoft and speak to an advisor, …It will likely be, you need to call Microsoft and speak to an advisor, mention the replacement scheme and after they ask a series of questions which I mentioned in my post they'll email you the UPS label after which you'll receive a replacement once yours is sent.



Thanks managed to after a few attempts speak to a helpful chap who was aware of the screen replacement scheme, Just in process of backing up and I`ll be sending it off.

Thanks for details
I had a screen bleed with my SP4. Really disappointed. Having read these comments I'm glad I sold up and moved back to Samsung
Hi guys. Any update on those that have sent their devices back at all?
I thought I would add in here that only yesterday have I arranged a free replacement for my Surface Pro 4, bought in Dec 2015, after suffering the recent screen flickering issues.
Some notes from them about it:
  • You need to send the faulty device first to receive the replacement.
  • The exchange will be for the same exact model and specs
  • Most probably it will be a high quality refurbished device
Turnaround is 5-8 days apparently.
jimmy_stavros2nd Aug

I thought I would add in here that only yesterday have I arranged a free …I thought I would add in here that only yesterday have I arranged a free replacement for my Surface Pro 4, bought in Dec 2015, after suffering the recent screen flickering issues.Some notes from them about it:You need to send the faulty device first to receive the replacement. The exchange will be for the same exact model and specs Most probably it will be a high quality refurbished device Turnaround is 5-8 days apparently.


Did this before I went on holiday for two weeks. Had arrived when I got back - if its refurbished I cant tell, it looks pretty good, and not had any problems since.
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