SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20190823-29892-2147378105. Severity: Incident, No Injury. Product: Microsoft Surface 1703 (Microsoft Surface Book Computer). Incident: We were using a Microsoft Surface Book (model number 1703, serial Number 009526654457 purchased Dec 16, 2015 for 1699.99) when we noticed a bulging on both sides of the screen. Online research indicated that the problem was a bulging battery inside the tablet portion of the computer. We contacted Microsoft. We spoke to Microsoft reps [REDACTED]. Microsoft acknowledged the problem, stating that it was a battery issue and that they were working with the battery manufacturer to fix the problem. The advised us to stop using the device immediately because a potential fire and explosion danger. They also offered to exchange our unit for a remanufactured one with a 90 day warranty for their standard $599. fee. Microsoft has apparently known about this serious issue for quite a while but has chosen to not do the responsible thing and notify affected owners of the danger and offer to repair or replace the device without charging an unreasonable fee. The computer was shipped with a defective battery. It has posed a serious safety hazard for its users from the beginning. Microsoft needs to take full responsibility for the problem. It should recall the devices with the defective batteries and repair or replace them without additional charges to the purchasers.