SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20221017-6AC42-2147353291. Severity: No Incident, No Injury. Product: Surface Pro 4 computer Surface Pro 4 i5 (Microsoft Surface Pro 4 computer size about 11" x 8"). Incident: I use my Microsoft Surface Pro 4 computer just about every day with a monitor. When I opened the cover of the computer one day, I noticed the screen on my has separated from the device. I contacted Microsoft on October 14, 2022 several times (different departments)to discover how they could help resolve this issue. I described the issue and they recommended that I do not use the computer because the battery could explode or catch fire. They no longer repair this product. They offered a trade in credit of $55.00. After I requested for another option to replace this computer since it seems to be a dangerous and defective product, they said they could not offer a replacement for my computer, but would send my contact information to another department in the event that a future program would become available to resolve this problem. There were no injuries. I told Microsoft they should take responsibility for their defective product and offer a replacement.