SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20190701-79171-2147380147. Severity: Incident, No Injury. Product: Microsoft Surface Book (Microsoft Surface Book Laptop (1st Generation)). Incident: I had a Surface Book laptop (1st generation) which was purchased direct from Microsoft in December 2016. About 14 months later, the screen started bulging out, and after doing some research I determined that the problem was that the battery (which is located behind the screen) was swollen, pushing on the back of the screen and causing it to bulge out. I contacted Microsoft and they replaced the computer in July 2017 with a refurbished unit. Then, on the refurbished unit, the SAME EXACT ISSUE occurred, once again, after about 14 months of use. I once again contacted Microsoft and elevated the claim to a manager. The manager contacted Microsoft HQ requesting permission to replace my computer again, and was denied. However, they said they could give me another refurbished unit at a cost of $599. I am less concerned about the cost issue. However, I am very concerned with the potential explosion and fire hazard, which this issue is causing me, as well the dangers which defective Surface Books are posing to other consumers who are suffering from the same problem. I have done a great deal of research on this topic. There are MANY, MANY stories on various message boards and web sites of people suffering with the same bulging battery issue. Consumers have had mixed results as to whether Microsoft would replace their defective bulging battery laptops free of cost. Microsoft's 1st generation Surface Books obviously have a defective battery and/or charge controller issue. Now I am left with a computer which is an unsafe fire/explosion hazard. Shame on you Microsoft!