SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20200703-0DE77-2147371322. Severity: Incident, No Injury. Product: Microsoft Surface Surface Pro 4 (Surface Pro 4 256 GB 8GB RAM i5). Incident: Surface Pro 4 (SP4) received brand new July 2017. Used SP4 as personal and work computer. On June 9, was actively using SP4 when suddenly the right side of the display popped out of the chassis. A few days before I had noted the SP4 no longer laid flat on a surface and was puzzled as to how and why that was the case when it wasn't like that before. On June 9th I used [REDACTED] to find out why the display would pop out suddenly. That's when learned the cause was a swollen internal battery. I also learned many other people have had the same issue and have even report the issue to Microsoft on its online forum. Each person said Microsoft wasn't very responsive. I contacted Microsoft on the following days to request resolution to the swollen battery and to learn about the exchange or replacement offering I learned about online: June 9, 2020 - 3 times June 10, 2020 - 2 times June 11, 2020 - 1 time June 15, 2020 - 4 times June 18, 2020 - 1 time July 1, 2020 - 2 times July 2, 2020 - 5 times I also reached out to Microsoft via [REDACTED] on the follow dates regarding the swollen battery: June 9, 2020 June 10, 2020 June 12, 2020 June 15, 2020 June 16, 2020 June 18, 2020 June 26, 2020 July 1, 2020 July 2, 2020 The reason for the numerous contacts is because each time I called and attempted to speak to someone the Microsoft rep would place me on hold and then the phone system would hang up on me. Sometimes almost immediately. Other times I would be on the phone line for upwards of an hour before the phone system would disconnect me and then I would have to start all over again. Altho