Odds of Getting Surface Pro 4 Replaced Again after The Replacement Unit Is Showing The Same Problem as The First Unit?

Aerith-Waifu on 23/09/2020 - 23:44
Last edited 23/09/2020 - 23:46

https://www.ozbargain.com.au/node/401487

2 years ago my mother had this issue.

After contacting Microsoft they have agreed to replace it, I explicitly asked them at the time of replacement if the same issue will occur few years down the line and they said the replacement I am getting is the good one, meaning will not have this issue.

Here we are exactly 2 years later the replacement is showing the same problem, swollen battery issues. Total paid at the time was $2800 so even thought this second unit has been replaced, its showing the same issues.

I have contacted Microsoft 2 weeks ago and after dancing around with "their sorry we cant do anything due to its been 4 years old" they agree to look into it, now 2 weeks has past I still dont have a reply and when I asked them whats the update they just keep telling me their specialist is looking into it and they will contact me…………to this day I am still waiting………….

Timeline:

Purchased Surface Pro 4 December 2016 ————-> Swollen battery started August 2018 —————-> Replaced September 2018 —————-> Same issue is happening with the replacement (Swollen battery) August 2020 ———————> No reply to email so far……………

Considering exactly the same issue is happening on both units I am pretty certain this is now a design issue.
What are my options here? Forget it and let it go or go to Australia Consumer Protection Agency and make a formal complaint?

Poll Options

  • 10
    1: Forget about it and move on
  • 2
    2: Make a formal complaint to the Austrilia Consumer Affairs
  • 17
    3: Take the fight to the Microsoft and stand your ground
  • 4
    4: Bring out the popcorn
Computing

Comments

  • Melb69 on 23/09/2020 - 23:51

    What was the warranty period? Given it is a high end laptop I would try to push hard on MS. Record details. Try and speak to higher case manager.

    • Aerith-Waifu on 23/09/2020 - 23:57

      By memory, it has 1-year warranty with 2 years extended warranty added on for extra $300 or something like that. So in total its 3 year warranty

      • Melb69 on 24/09/2020 - 00:03

        I think they track it back from time of original purchase date even though it was replaced. Keep pushing. Should last longer. See if you can find common issues on their forum page.

  • Melb69 on 24/09/2020 - 00:17
    +1

    Have you put in a formal warranty claim rather than just email contact form. Get a claim number to get it in the system. Good luck. I hate this bullsht from manufacturers. Stand by your product. Just never buy from them again.

    • Aerith-Waifu on 24/09/2020 - 00:21

      I cant put in a warranty claim as Microsoft has basically said its out of warranty. So they said they will look into it once their specialist had a look at my complaint. Was told should get an answer soon, 2 weeks is not soon enough for them i guess……..

  • Presence on 24/09/2020 - 07:41
    +4

    It's disgraceful that anyone thinks 4 years is a reasonable life span for a $2800 computer. This is why internal batteries suck so much. They just mean more E waste.

  • AndyC1 on 24/09/2020 - 09:09
    +1

    Make a formal complaint with MS and if they don't get back to you make a complaint to the appropriate state government agency (depends on the state as to what it is called). Also have a search for which federal or state agency does product recalls and let them know that there is an issue with batteries in the Surface Pro 4 and give them the details.
    Good luck.

  • This Guy on 24/09/2020 - 10:17
    +1

    A swollen battery is a fire risk. You literally have a hand grenade in your house. You need to be decisive on what you are going to do about it.

    If this happened in August, the battery is most likely stable. Right now the battery's enclosure is stopping thermal runaway, but the wrong knock, puncture, or even corrosion could continue thermal runaway. This could result in a jet of flame. Parts of the laptop could be shot across the room.

    I would wrap the device in a fire blanket and store it in a metal container. I would return it like this.

    This is not fit for purpose. It is unsafe.

    I would ask JB for a full refund. I would ask for the store manager. I would ask for them to either pay for the fire blanket and container if they wish to keep it to store the bomb or to return the container and fire blanket and work out their own safe way to store it. They can remove it from the container and unwrap it. When they do, I would step back a metres (I doubt it will explode, but I don't want to breath any fumes it might have created).

    If they refuse, I would ring around a few phone repair stores until I found one that understood the danger involved in thermal runaway. I would offer them $100 for a 1 page report on why this device is both unsafe and unfit for purpose (the battery is a fire/explosion hazard in this condition and thermal runaway can only be triggered by bad design or a or a puncture, and they found no evidence of a puncture). I would take this to my state's tribunal and stand firm on a refund though mediation.

    If I choose to dispose of it myself, I would ring up my local council first and ask how they want me to dispose of a battery in thermal runaway. I have heard that wrapping the battery in a fire blanket can be acceptable.

    It is my experience that critical Microsoft employees do not understand the liability that can be caused by thermal runaway. I would hold off on buying any Microsoft lithium ion battery powered devices until after they have had their Samsung moment.

    If I wanted to confirm the risk, I would ring up my local fire department's non emergency line and ask them what to do with a lithium ion battery in thermal runaway. Or ring up Battery World and ask them how they store expanded batteries. I might even ring up Office Works and see if they will accept this in their battery recycling program.

    I am not a battery expert. This is not advice. This is only what I would do. I do not accept any liability for following what I would do.

    • foxmulder on 24/09/2020 - 14:28
      +2

      In your case you should ask for copy of msds - this doc outlined everything about what to do with the product.

    • Aerith-Waifu on 24/09/2020 - 17:08

      Thanks I called JB Hifi and they said its a design issue which means warranty wise I need to take up with Microsoft.

      I have not had the chance to speak to ACCC but I will call up tomorrow if nothing is happening today

      • This Guy on 24/09/2020 - 20:28
        +1

        You bought it from JB. It is their issue. Manufacturers have no duties to you under ACL, only the retailer. JB hifi is slippery from my experience.

        Also, sorry for the rant. Ask for a MDS (material data sheet) for the laptop's battery like the person above suggested.

        https://www.accc.gov.au/consumers/consumer-rights-guarantees

        https://consumerlaw.gov.au/

        • Aerith-Waifu on 24/09/2020 - 20:34

          Oh you been more than helpful. Thank you.

          Do I get MDS from JB Hifi or the repair shop?

          • This Guy on 24/09/2020 - 20:38

            @Aerith-Waifu: JB. It is a legal requirement to store MDS's for any and every chemical in a business. You will most likely need a store manager or higher.

            'I need and MDS because my battery is unsafe and I need to know how to safely handle and store it.'

            If they don't supply, it is more ammunition for your state's tribunal if they don't refund the laptop.

  • tobi on 24/09/2020 - 12:20

    My 13 years of retail experience says make a full complaint, get the ombudsman involved asap.

    • Aerith-Waifu on 24/09/2020 - 17:27

      Complaint to JB Hifi or Microsoft?

      JB hifi isnt helpful and so is Microsoft

      • tobi on 24/09/2020 - 17:54

        I would suggest both. It's past the statutory period but I would just file a complaint arguing that it's a repeated fault that was remedied with an unsuitable fix to properly prevent failure.

  • foxmulder on 24/09/2020 - 13:21

    Out of 3 times I bought refurbished surface pro 4, twice has issues. 1 has hdd issues this can't accessed windows, the second is screen shaking continuously after running game for first 2 hrs. Luckily both times I get refunded. I suggest go to newer version.

    • Aerith-Waifu on 24/09/2020 - 17:10

      Oh dear, no i wont touch anything from Microcsoft again…………..

  • RobBoss on 24/09/2020 - 14:02
    +1

    I've replaced my Surface Pro 4 about 7 times due to the lack of quality in their replacement unitS. This had made me change to other brands altogether.

  • Aerith-Waifu on 24/09/2020 - 17:20
    +2

    Just called Microsoft and they flatly refused to replace or repair it.

    JB Fihi said its now out of warranty so they refuse to touch it.

    Looks like ACCC is the only option I have left.

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