SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20200608-370D7-2147371840. Severity: Incident, No Injury. Product: Microsoft Surface Pro 4 i7 256 GB (Microsoft Surface 4 Pro laptop/tablet computer 256GB memory, serial #050680255253 Model Surface Pro 4 i7 256 GB). Incident: I purchased a Microsoft Surface 4 Pro computer in 2016 for home use. Late in 2019, I noticed the screen was becoming detached from the frame. I later learned through Microsoft that this was due to the battery overheating and expanding, thus pushing the screen away from the frame. Although it was out of the warranty period, I noticed some consumers had obtained a replacement from Microsoft at no charge to the consumer. I called Microsoft and described the problem. They acknowledged the problem and told me because it was no longer under warranty, they would let me purchase a replacement for $599 - originally a $2000 instrument. I asked for a reconsideration considering the safety issue, but have not heard back despite follow up. They apparently believe the situation to be dangerous because of exposed electronics and possible battery explosion or fire. I believe they should be required to recall the devices and repair or replace them. Following is the website for the comments to microsoft regarding this issue. 17 pages complaining about this issue with over 13,000 views indicate this is not an isolated event [REDACTED]