Microsoft Unveils a Surface Pro 4 Replacement Program

Posted on May 11, 2018 by Paul Thurrott in Microsoft Surface with 15 Comments

Don't Be Freaked By Surface Pro 5 Misquote

Microsoft says that a small percentage of Surface Pro 4 devices have a screen flicker problem that cannot be fixed with a firmware or driver update. So it will replace those PCs for free.

“Creating the best products and experiences for our customers is our top priority,” a Microsoft support note explains. “We will replace eligible Surface Pro 4 devices for up to three years from the date of purchase, free of charge.”

Microsoft says that Surface Pro 4 users who experience persistent screen flickering should contact them at Microsoft Support. A support agent will determine whether your PC is eligible for replacement and then ship you a replacement device as soon as you return your existing device. Turnaround time is about 5-8 business days, Microsoft claims.

The replacement device will be a refurbished Surface Pro 4 of “the defined quality standards.”


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Comments (15)

15 responses to “Microsoft Unveils a Surface Pro 4 Replacement Program”

  1. curtisspendlove

    I’m glad that they addressed this. This makes me more confident to spring for a Surface Pro.

    I'd like to see Apple take the keyboard issues seriously enough to build out a better replacement program

  2. Paul O'Flaherty

    I had this issue last year. MS replaced (not sure if refurb or not, looked new to me). Was less than a year old at the time. Good to know it has been accepted as an issue and replacement window extended.

  3. train_wreck

    Good on them. I knew more than one person who was burned by this. Kind of surprised they’re initiating a recall at this late in the game for the product life cycle. ??

    • Awhispersecho

      In reply to train_wreck:

      That's what a threat of facing a class action will do and that's exactly what happened. As 1 of those people dealing with this issue, I will say that this "solution" isn't enough. They are replacing them with refurbished SP4's which seem to end up having the same problems sooner rather than later. I feel bad for the folks that paid 2 grand for their machines and will now get a refurbished machine that will put them through the same crap anyway.

      The whole situation was handled really bad by MS right from the start. They initially denied there was an issue. After that, they acknowledged there was an issue and still required people to pay over 500 bucks to get a refurbished replacement device. All of that resulted in hundreds of pages about it in the Microsoft support forums, a Flickergate website and a petition to sue with thousands of people contacting the law firm involved.

  4. pderosa

    This is really excellent. I wish Apple would behave like this and fix their keyboard problems. Right now the only thing stopping me from buying Microsoft hardware are the reliability statistics I have seen. There is no reason to believe that cannot improve.

    • Tony Barrett

      In reply to pderosa:

      Don't hold your breath. Every single generation of Surface has had some glaring reliability issues which MS don't seem to be able to fix. Offering to replace SP4's with *another* hardware issue is good, but Surface as a whole seems fatally flawed, especially at the prices they're asking. You expect quality, performance and reliability for this 'premium' device, and MS don't seem to be able to deliver on all these.

  5. GoodnessG

    So my Surface Pro 4 frequently freezes for 5, 10, 20 seconds. Pressing sleep and then relogging in is required for the longer freezes. I really like the machine except for this big <bleeping> annoying issue! Anyone else have this problem? This qualify for this replacement program?

  6. jimbosf

    I have found the support at the Microsoft Store to be generally excellent. Last year I had a Surface Pro 3 with a swelling battery which was pushing out the screen so it was separating from the body. It was 1 1/2 years outside warranty and 6 months out of the extended protection I had paid for. I walked into the store prepared to just recycle the device and buy a new one, but I walked out with a refurbished model at no charge. I was impressed.

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  8. Alain Sylvestre

    I had a broken screen near the end of the first year with the warranty. They take it back and return a new one but with more ram (4 Gb to 8) and a bigger HD (from 128 Mb to 256) that my original. wow.

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