SaferProducts incident

Failure type

Overheating

Incident narrative

SaferProducts.gov consumer incident report 20200407-DA7CC-2147373032. Severity: Incident, No Injury. Product: Microsoft Microsoft Surface Pro 3. Incident: The Microsoft Surface Pro 3 that I purchased had a manufacturing design flaw that caused the battery to overheat and swell in size. So much so that it pushed the screen off of the devices frame. This has happened to many consumers purchasing this product. Examples can be found on Microsoft forums here: [REDACTED] My complaint written on the forum: My Surface Pro 3 bought in 2015 was OK for around 12 months - then the fan started to make a loud noise like there was a hornet trapped in the machine. This noise comes and goes and will always be triggered if I change the orientation of the device. For a device that is supposed to be mobile this is terrible design. Now the screen is actually separating from the device and I have discoloration (yellow streaks) at the bottom of the screen. The screen is being held in place with scotch tape. This device has spent 99% of its life just sitting on the top of my desk and has never been bent or experienced any rough treatment. I called MSFT and the best offer is to charge me $600 for a [REDACTED]. In addition I called the local store and they admitted that my configuration with processor & chip had overheating issued in 40-50% of the devices. I am very unhappy with the durability of the device. I feel like MSFT sold me a lemon and that they admit/know they sold me a lemon but are unwilling to replace it. Called the Microsoft Baybrook store and spoke with [REDACTED] - he said there is a well known issue with overheating and the i7 chip in the Surface Pro 3 "definitley had a heating issue" he estimates that 40-50% of the units had the issu