Microsoft computers and video games
82 reports to CPSC, the latest made Sep 16, 2026. A report isn’t a recall.
Watch and the shortlist are kept with a free account, on every device. Your watch list. CPSC’s own search is on saferproducts.gov.
At a glance
From SaferProducts.gov, released Oct 25, 2026.
- 82reports to CPSC
- Sep 16, 2026the latest report was made
- Oct 24, 2011the earliest
- 21with the company’s comments
- Brand
- Microsoft
- Maker
- Microsoft CorporationMakers, importers or sellers, as the reports name them
- Product
- Computers and video gamesComputers, their equipment and electronic gamesCPSC’s product type: Computers (Equipment and Electronic Games) (code 557), in Electronics: Computers, Monitors, Projectors
Other ways the reports write the brand (13)
“Microsoft Surface Pro 4”, “Microsoft Surface”, “Microsoft Surface 4 Pro”, “Microsoft / XBOX Blue Shock”, “Microsoft Surface Book”, “Microsoft Surface Pro”, “Microsoft Surface Pro 3”, “Microsoft Surface Pro 4 Bundle”, “Microsoft Surface Pro 4; 128 GB, 8 GB RAM, Intel C”, “Microsoft Surface Pro3”, “Microsoft Windows RT Surface 2 64GB”, “Microsoft wireless mouse 6000” and “microsoft Surface 3”
By month
The numbers, as a table
| Month | Reports |
|---|---|
| September 2026 | 2 |
| November 2024 | 1 |
| August 2024 | 1 |
| June 2024 | 1 |
| February 2024 | 1 |
| January 2024 | 1 |
| December 2022 | 1 |
| November 2022 | 1 |
| October 2022 | 2 |
| September 2022 | 1 |
| August 2022 | 2 |
| June 2022 | 1 |
| February 2022 | 1 |
| January 2022 | 1 |
| December 2021 | 2 |
| November 2021 | 1 |
| October 2021 | 2 |
| September 2021 | 1 |
| August 2021 | 2 |
| July 2021 | 1 |
| June 2021 | 3 |
| March 2021 | 1 |
| February 2021 | 4 |
| January 2021 | 2 |
| December 2020 | 1 |
| November 2020 | 3 |
| September 2020 | 2 |
| August 2020 | 4 |
| July 2020 | 3 |
| June 2020 | 5 |
| May 2020 | 2 |
| April 2020 | 3 |
| January 2020 | 1 |
| August 2019 | 3 |
| July 2019 | 1 |
| June 2019 | 1 |
| August 2018 | 1 |
| February 2018 | 1 |
| December 2017 | 1 |
| February 2017 | 1 |
| September 2016 | 1 |
| June 2016 | 1 |
| April 2016 | 1 |
| August 2015 | 1 |
| July 2015 | 1 |
| June 2015 | 1 |
| March 2015 | 1 |
| September 2013 | 1 |
| April 2012 | 1 |
| January 2012 | 1 |
| December 2011 | 1 |
| November 2011 | 1 |
| October 2011 | 1 |
How badly anyone was hurt
- Emergency room 1 CPSC: Injury, Emergency Department Treatment Received
- Seen by a doctor or nurse 1 CPSC: Injury, Seen by Medical Professional
- First aid 6 CPSC: Injury, First Aid Received by Non-Medical Professional
- Hurt, no treatment 4 CPSC: Injury, No First Aid or Medical Attention Received
- Hurt, care not known 1 CPSC: Injury, Level of care not known
- No one hurt 61 CPSC: Incident, No Injury
- No incident, no one hurt 8 CPSC: No Incident, No Injury
As each report says it, in short words; CPSC’s own words are under each.
The reports, as CPSC published them
Reports people made to the U.S. Consumer Product Safety Commission. CPSC publishes each one after sending it to the company named, and doesn’t guarantee they’re accurate. A report isn’t a recall.
Each report is the words of the person who made it, as CPSC published them. The company’s comments, where CPSC published any, are set apart as the company’s own.
CPSC, SaferProducts.gov public database export. Released Oct 25, 2026. Updated daily.
-
No one hurt Made Sep 16, 2026, sent to the company Sep 21, 2026, published by CPSC Oct 5, 2026
The product, in the report: Miicrosoft Surface Book 2
I am writing to formally report an imminent safety and fire hazard involving my Microsoft Surface Book 2. The internal lithium-ion battery has severely degraded and is now visibly bulging and expanding. The swelling is so severe that it is physically deforming the external chassis and applying intense upward pressure, visibly separating the screen/casing from the frame.
This presents a serious threat of thermal runaway, chemical leakage, and potential explosion or fire. Out of extreme caution, I have powered down the device and isolated it on a non-flammable surface, as it is a severe danger to my home and personal safety. Furthermore, standard shipping regulations strictly prohibit mailing compromised, swollen lithium-ion batteries, leaving consumers stuck with a volatile device that Microsoft refuses to safely recall or mitigate without charging steep, standard out-of-warranty replacement fees.
I request that the CPSC investigate this widespread battery swelling defect across Microsofts Surface product lines to hold the manufacturer accountable for a known, recurring hazard.
- Model
- Surface Book 2
- Serial number
- 001893780257
- Bought from
- Microsoft Store
- Bought
- Mar 17, 2018
- Where
- Havertown, Pennsylvania: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Sep 15, 2026, sent to the company Sep 18, 2026, published by CPSC Oct 3, 2026
The product, in the report: Microsoft Surface Pro 5
Microsoft Surface Pro 5 is bulging and the actual screen has popped out from its case on bottom left side. Computer has been used lightly since purchase and stored under normal conditions. Computer turns on, works okay, holds a 90% charge. Battery is defective. No one will accept locally for recycling. I am homebound/handicapped and have limited options for handling a defective/hazardous waste product. Microsoft is notoriously extremely difficult to get in touch with a live agent, and are only worried about product being out of warranty and limiting their liability/exposure for repair/replacement. They are not worried about product safety or customer safety in the least. This needs to be elevated to a product recall status, not just one-off reporting of issues. Until this is resolved, I have a mini-bomb sitting in my driveway away from house in a steel trashcan I had to purchase.
- Model
- Surface Pro Model 1796 i5
- Serial number
- 040543582853
- Where
- Hendersonville, North Carolina: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Nov 5, 2024, sent to the company Nov 8, 2024, published by CPSC Nov 25, 2024
The product, in the report: Portable computer
Microsoft Sufrace 3 portable computer suffered a contained explosion while charging. Batteries expanded ruptured the case.
- Model
- Surface 3
- Serial number
- 000878561752
- Bought from
- Purchased from Delta Airlines, Georgia
- Bought
- Dec 27, 2019, about then
- Where
- Lavonia, Georgia: Home/
Apartment/ Condominium - Who was involved
- Age 70, Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 16, 2024, sent to the company Aug 21, 2024, published by CPSC Sep 5, 2024
The product, in the report: Microsoft Surface Laptop (1st Gen) - 512 GB i7 16 GB
Internal lithium battery on a Microsoft laptop has expand to the point where it pushed the case of the laptop apart.
- Model
- Microsoft Surface Laptop (1st Gen) - 512 GB i7 16
- Serial number
- 001664481357
- Bought from
- Amazon.com
- Bought
- Jun 10, 2018
- Where
- Austin, Texas: Home/
Apartment/ Condominium - Who was involved
- Age 47, Unspecified
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 24, 2024, sent to the company Jun 27, 2024, published by CPSC Jul 12, 2024
The product, in the report: Microsoft Surface Pro tablet.
I have a Microsoft Surface Pro. The screen as separated from the case. It looks like the battery is bulging. I have tried to work with Microsoft on this issue and even agreed to pay for a repair since: 1) the unit is now unsafe; I am assuming the battery will rupture if I continue to use it; and 2) the unit is out of warranty.
- Model
- SurfacePro-0UV38V3
- Serial number
- 000964283953
- Bought from
- Microsoft Website
- Bought
- May 14, 2019
- Where
- Rockledge, Florida: Home/
Apartment/ Condominium - Who was involved
- Age 66, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface Pro, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
Emergency room Made Feb 9, 2024, sent to the company Feb 14, 2024, published by CPSC Mar 7, 2024
The product, in the report: Xbox Series X|S Wireless or Wired controller Blue Shock Dimensions (Overall): 2.4 Inches (H) x 6 Inches (W) x 4 Inches (D) Weight: .6 Pounds Color: Blue
While using an Xbox controller my son was injured by an electrical shock to his hand where there is an entry and exit point where the electricity entered his left pointer finger and exited out from the top of his hand.
- Bought from
- Walmart
- Bought
- Nov 15, 2023, about then
- Where
- Destin, Florida: Home/
Apartment/ Condominium - Who was involved
- Age 12, Male
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft /
XBOX Blue Shock, made or sold by Microsoft Corporation - How badly, in CPSC’s words
- Injury, Emergency Department Treatment Received
-
No one hurt Made Jan 7, 2024, sent to the company Jan 10, 2024, published by CPSC Jan 26, 2024
The product, in the report: Surface pro X tablet
Microsoft Surface Pro X battery is bulging and is unsafe to use and it’s fire hazard.
- Model
- Pro
- Serial number
- 043704394153
- Where
- Honolulu, Hawaii: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Dec 6, 2022, sent to the company Dec 9, 2022, published by CPSC Dec 23, 2022
The product, in the report: Surface Pro 4
My son has a Microsoft Surface pro that has an ion lithium battery that is leaking, causing the screen to bulge out and creates a potentially dangerous situation as the laptop can either catch fire or explode (remember the exploding laptops of the 90’s? Yeah, those). In researching this issue, I have learned that this is a “common” issue with this particular Surface pro and Microsoft is fully aware of it. They were actually “aware” of it prior to putting these products on the market and have admitted as much. However, they refuse to recall them, repair, or replace them but instead is willing to only do so at the expense of the consumer to the tune of $600 plus, parts, plus shipping/handling, etc. The complaints I have seen/ read are in the 1000’s. This company sells defective products to the consumer, for us at $3k, KNOWING that they are defective, and have, at the most a 3 yr life (which is why the extended warranty is increased to 3 years) knowing they will expire at the end of the warranty life, then admit they know about but want you to PAY them to fix it for you!!! This constitutes fraud in my book. Putting the lives of consumers in harms way, selling defective products, with no warning or discount compared to non-defective products then expect the consumer to PAY THEM to fix THEIR KNOWN ISSUE with their defective products, is high tech bait-and-switch by one of the wealthiest companies in the world!!! It’s literally the definition of a scam!!!
- Model
- Do not have
- UPC
- Do not have
- Serial number
- Do not have
- Bought from
- Best Buy
- Bought
- May 7, 2016
- Where
- Unspecified: Unspecified
- Who was involved
- Age 18, Male
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Nov 11, 2022, sent to the company Nov 16, 2022, published by CPSC Dec 1, 2022
The product, in the report: Microsoft Surface Pro7 Laptop PC
Mircosoft Surface Pro7 defective, unsafe battery causing screen to bulge and separate from the frame top. Microsoft is aware of the defect and safety hazard but won’t fix or replace the unit.
- Model
- Surface Pro7
- Serial number
- 006149170757
- Where
- Carmel, Indiana: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Oct 20, 2022, sent to the company Oct 25, 2022, published by CPSC Nov 8, 2022
The product, in the report: Microsoft Surface Go Tablet
Microsoft Surface Go - Screen bulging and splitting from the back
- Model
- Surface GO
- Serial number
- 028785591151
- Bought from
- Rakuten Store
- Bought
- Nov 28, 2019
- Where
- Ramrod Key, Florida: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Oct 20, 2022, sent to the company Oct 25, 2022, published by CPSC Nov 8, 2022
The product, in the report: Microsoft Surface Pro4 256GB 1724
Microsoft Surface Pro 4 battery bulging, screen discoloration and not functional
- Model
- 1724
- Serial number
- 025462262553
- Bought from
- Costco, Virginia
- Bought
- Sep 13, 2016
- Where
- Stephens City, Virginia: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Sep 30, 2022, sent to the company Oct 6, 2022, published by CPSC Oct 21, 2022
The product, in the report: Microsoft Surface Book I7, 16Gb, 512GB
Microsoft Surface Book bulging battery distorting the screen and creating a fire hazard. This is the 2nd one I’ve had this happen to.
- Model
- Surface Book
- Serial number
- 008597662457
- Bought from
- Microsoft Boston, Massachusetts
- Bought
- Sep 11, 2019
- Where
- Tiverton, Rhode Island: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
Seen by a doctor or nurse Made Aug 30, 2022, sent to the company Aug 31, 2022, published by CPSC Sep 22, 2022
The product, in the report: Xbox
I was outside with my wife and two daughters, while my newborn and my wife’s sister was inside sleeping. Her sister comes running outside yelling! We were confused. She said my [REDACTED] that I had just put on the charger exploded! While charging on my Xbox. We ran inside when my wife grab and removed the [REDACTED]. Causing are burn on her hand and fingers. She tossed it on the hard wood when it then left a burn on the floor. The house was full of toxic smoke. So I put it outside once it was cooked down. My seven month old son was sleeping three feet away on the floor he was closest to it when the event happened. If we were asleep or if her sister wasn’t here our whole house could have burned down.
- Where
- Hebron, Kentucky: Home/
Apartment/ Condominium - Who was involved
- Age 25, Female
- The reporter’s relation to them
- My Spouse
- As this report names them
- made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, Seen by Medical Professional
-
No one hurt Made Aug 30, 2022, sent to the company Sep 2, 2022, published by CPSC Sep 19, 2022
The product, in the report: Microsoft Surface Pro 4 tablet
MIcrosoft Surface Pro 4 bulging screen and warping issue
- Model
- Surface Pro 4
- Serial number
- 013513154953
- Bought from
- Costco
- Bought
- Nov 23, 2016, about then
- Where
- Naperville, Illinois: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Jun 3, 2022, sent to the company Jun 7, 2022, published by CPSC Jun 23, 2022
The product, in the report: Microsoft Surface Pro 4 Computer
The screen of my Microsoft Surface Pro 4 tablet is bulging with batteries showing, gets hot when you use it and the screen is is discolored in the lower left hand corner.
I contacted Microsoft and was tolde “ We have received feedback from our Microsoft Surface Extended Team stating that there are a number of possible reasons that a lithium-ion battery can swell. The most common cause is an overcharge of the battery, which causes a chemical reaction between the electrodes and the electrolyte, resulting in the release of heat and gases that expand inside the battery, causing the casing to swell or even to split open. We recommend that customers not continue to use a device with an expanded battery, except where the Surface operates only on battery power and for the purposes of data transfer. Surface devices with expanded batteries should not be connected to AC power as it could possibly lead to rupture. Please contact your local municipality for guidelines on how to dispose of your device responsibly as the guidelines may vary depending on where you live.”
This product is still being used and sold on various sites online such as [REDACTED], [REDACTED], etc. . Apparently it could potentially cause a fire or injury if the batteries and screen rupture. Consumers were not notified of the potential problem. I registered my product with Mirosoft when I purchased it, but was NEVER notified of the problem and possible exchange. Now they tell me it it beyond the time to exchange the devise. Had I not [REDACTED] the topic, I would not be aware of the potential hazard. There are many consumers out there with this defective and potentially dangerous product. Microsoft refused to recall or repair this problem . They tell you not to use it and get rid of it. I have about $1,500 invested in this product and I should just throw it away? I used this product when I was hsopitalized and when I traveled. Needless to say with the the onset of Covid , my traveling ceased. We were notified of a severe storm and possible loss of electric which is the reason I decided to charge the devise.
This product needs to be recalled before it blows up in some child’s face or catches someones home on fire.
- Model
- 1724 FCC ID: C3K1724 IC:3018A-1724
- UPC
- X20-44742-02
- Serial number
- 040501461453
- Bought from
- Best Buy
- Bought
- May 29, 2016
- Where
- Worthington, Ohio: Home/
Apartment/ Condominium - Who was involved
- Age 78, Female
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface Pro 4; 128 GB, 8 GB RAM, Intel C, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Feb 15, 2022, sent to the company Feb 17, 2022, published by CPSC Mar 4, 2022
The product, in the report: Microsoft Surface Pro 4 Bundle
Purchased a Microsoft Surface Pro 4 in June 2016. The product has a manufacturer defect involving the battery. The battery swells, pushes the screen out and has been known to ignite according to reports online. Thousands of people have experienced this issue. Microsoft extended the warranty on the laptop basically admitting the defect. My laptop just missed the warranty period and now they will not do anything about my swollen battery which is potentially a fire hazard. Microsoft told me that I should stop using the laptop immediately. I have no idea how this could not be a product recall? Now I am without a laptop. I paid $2000 for a laptop that lasted 4-5 years and is now useless due to a know defect.
- Model
- Microsoft Surface Pro 4 Bundle
- Serial number
- 015536161053
- Bought from
- Costco, California
- Bought
- May 31, 2016
- Where
- OAKLAND, California: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Pro 4 Bundle, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
First aid Made Jan 25, 2022, sent to the company Jan 27, 2022, published by CPSC Feb 10, 2022
The product, in the report: Microsoft Surface Pro 7 laptop
Microsoft Surface Pro 7 overheated, emitted smoke and it had a burning smell. I picked it up to take it outside as I was afraid it would catch fire. I burnt my finger in the process. I am afraid to continue using this computer and Microsoft refuses to resolve this issue because its out of warranty.
- Model
- Microsoft Surface Pro 7
- Serial number
- 009506100153
- Where
- Santa Fe, New Mexico: Home/
Apartment/ Condominium - Who was involved
- Age 30, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, First Aid Received by Non-Medical Professional
-
No one hurt Made Dec 12, 2021, sent to the company Dec 15, 2021, published by CPSC Dec 30, 2021
The product, in the report: Surface Book i7
Microsoft knew it Surface Book 3 has a battery issue where they swell and didn’t notify the customers who purchased this very expensive product. When my Surface Book 3 didn’t close completely I believed the issue was the hinge but after doing a quick google search I discovered the issue is the battery swelling and it had been reported several times to Microsoft. Theses batteries are dangerous and the fact that a lot of business men who fly don’t know they have potential fire issue. Microsoft needs to be made to report this problem to customers. Customers like me who purchased these expensive models always activate the warranties. I’m getting ready to take a flight for the holidays and would have taken this potential fire hazard with me on the flight like I always do. I can’t imagine what might have happened.
- Model
- Surface Book i7
- Serial number
- 010505371057
- Where
- Green Cove Springs, Florida: Mobile/
Manufactured Home - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Pro 3, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Dec 5, 2021, sent to the company Dec 7, 2021, published by CPSC Dec 21, 2021
The product, in the report: Microsoft Surface Book
Microsoft Surface Book lithium ion battery has bulged. The expanded battery has become large enough to crack the screen and physically delaminate it from the frame.
- Model
- Surface Book
- Serial number
- 047104554854
- Bought from
- Microsoft Store, Iowa
- Bought
- Dec 21, 2015
- Where
- Swisher, Iowa: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Nov 1, 2021, sent to the company Nov 3, 2021, published by CPSC Nov 18, 2021
The product, in the report: Microsoft X Box Series S UPC 089842651317
This is related to a new Xbox Series S controller that came with the newly purchased console. After opening the box for the first time and before plugging anything in my son put batteries in the controller that came with the console. I happened to pick up the controller about a minute after he put the batteries in and noticed it was warm to the touch. After about 2 minutes it was quite hot. I took the battery cover off to see what was going on and the batteries were too hot to touch - it would burn your hand. One battery was split. I quickly pried it out with a tool to prevent further damage and injury risk.
To verify it was not the battery I inserted new batteries. They became very warm in about 30 seconds. I took them out using a tool to again avoid injury risk. I didn’t bother to take pictures of the 2nd set of batteries because they were not damaged. After this I took pictures and called Microsoft.
- Model
- Series S
- UPC
- 089842651317
- Serial number
- 006542213517
- Bought from
- Best Buy - Westland
- Bought
- Oct 17, 2021
- Where
- Northville, Michigan: Home/
Apartment/ Condominium - Who was involved
- Age 12, Male
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Oct 15, 2021, sent to the company Oct 20, 2021, published by CPSC Nov 3, 2021
The product, in the report: Microsoft Surface Book
Microsoft Surface Book Lithium Ion battery swelling and pushing against the screen. Swollen L-Ion batteries are a know fire/explosion risk. Microsoft’s support is unhelpful and $3k device is out of warranty after 3 years
- Model
- Surface Book
- Serial number
- 000177664057
- Bought from
- Navy Exchange Online
- Bought
- Jan 15, 2017
- Where
- Hanahan, South Carolina: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Oct 14, 2021, sent to the company Oct 19, 2021, published by CPSC Nov 2, 2021
The product, in the report: Microsoft Surface Book, convertible laptop/tablet, silver Model 1705
I had a Surface Book that, through normal use, developed screen yellowing due to excess heat. Turns out the heat was coming from the li-ion battery, which eventually heated and swelled up to the point that it a) melted the glue that kept the screen inside the bezel and b) pushed the screen out of the bezel on that side, bulging it out and leaving a considerable gap.
The battery had been swelling for a very long time before it got to this point, making it impossible to close the laptop flush anymore.
A swollen and overheating li-ion battery is a huge risk that may have led to an explosion, and it likely had been leaking hazardous gasses!
Microsoft was no help at all when I reported the issue, and offered nothing but a discount on another same-model Surface Book, with no guarantee that it wouldn’t be bringing the same hazard into my home again.
- Model
- 1705
- Serial number
- 003885454957
- Bought from
- Microsoft Store
- Bought
- Nov 16, 2016
- Where
- Manassas, Virginia: Home/
Apartment/ Condominium - Who was involved
- Age 9, Unspecified
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No incident, no one hurt Made Sep 6, 2021, sent to the company Sep 9, 2021, published by CPSC Sep 23, 2021
The product, in the report: Name Microsoft Surface Pro 4 OS Edition Windows 10 Professional Version 2004 OS Build 10.0.19041.1165 System type Surface Pro 4 RAM 8 GB Serial number 023115260353 Warranty expired Ended on 3/23/2017
Microsoft Surface Pro 4 screen started to turn yellowish on bottom left hand corner. I noticed the screen was detatching from the metal back of the surface pro. I called Microsoft and told them the screen was buldging and yellow. The battery was also getting very hot. The man told me to take it to Best Buy because the provide service (I found out Best Buy does not service them). Several days later I noticed that the battery has bulging and that it was causing the screen to separate from the device. I called Microsoft for help again and they told me the device could explode and to turn it off and never turn it back on. They would not provide further help and only offered to sell me a new one. I called Best Buy and they told me they could replace the battery and screen for me. When I picked up the device to take it in for repair, the screen had popped totally off and severely cracked and broke loose from the back of the device. The battery was extremely swollen. Anyway, I took it in for repair and they said they would not touch it. Now I am left without a computer for work and pleasure. No one will touch my Surface Pro so now I have no computer or the other option is to pay $499 for Microsoft to send me a replacement computer. The only injury was a small cut to my finger when I picked up the broken screen.
- Serial number
- 023115260353
- Bought from
- Best Buy
- Bought
- Mar 18, 2019
- Where
- Lodi, Ohio: Home/
Apartment/ Condominium - Who was involved
- Age 62, Female
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Aug 27, 2021, sent to the company Sep 1, 2021, published by CPSC Sep 16, 2021
The product, in the report: Microsoft Surface Pro 4 (256 GB, 8 GB RAM, Intel Core i7e)
Microsoft Surface Pro 4 battery is bulging and separating the screen, causing safety issues
- Model
- Microsoft Surface pro 4
- Bought from
- Amazon
- Bought
- Feb 29, 2016
- Where
- Mason, Ohio: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 26, 2021, sent to the company Aug 31, 2021, published by CPSC Sep 15, 2021
The product, in the report: 2 -microsoft surface 2
I have (2) Microsoft surface 2 tablets that my children used at home and in the Microsoft dock station. Both batteries swelled causing damage to device screen making it unusable. Both occurred within a few months of each other. We immediately removed power to prevent fire. Tablets were approximately 4-5 years old.
- Model
- surface 2
- Serial number
- 009765161552/
011847754452 - Bought from
- buy back from company after lease was up, Georgia
- Where
- Northfield, Minnesota: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Jul 14, 2021, sent to the company Jul 15, 2021, published by CPSC Aug 5, 2021
The product, in the report: Microsoft Surface Pro 4 i5 8g 256g
The battery was expanded and the screen was bulging.
- Bought from
- Microsoft Store
- Where
- United States: Home/
Apartment/ Condominium - Who was involved
- Age 27, Unspecified
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Jun 29, 2021, sent to the company Jul 1, 2021, published by CPSC Jul 16, 2021
The product, in the report: Microsoft Surface Pro 4 512GB, 16MB RAM, intel core i7 purchased in january 2018 Product ID: 00330-62899-68046-AAOEM Device ID: 4F294BBD-CC3A-4336-BF92-A9CD1C449269 Processor: Intel(R) Core(TM) i7-6650U CPU @ 2.20GHz 2.21 GHz Device Name: DESKTOP-UOEO1GJ
I have a Microsoft Surface Pro 4 tablet/labtop 2 in 1. It is intel I-Core 7, 16 RAM, 512 GB memory. It was purchased January 15, 2018. For a long while back I noticed that sometimes it would not start-up and I had to connect it to different wall outlets until it started, or wait a while. I never thought much of this until I have started researching issues once other things started happening. Sometime in 2020 my screen had color issues towards the bottom of the screen. It had like a purple bar. I thought maybe it had received a hit or something although, because of the pandemic, it never left my dinner table where I was working. Early in 2021 (or late 2020) the screen popped up in a corner and within a few months all the bottom half of the screen is bulged out or popped out. I have felt the computer very hot on occasions and it has even shut down immediately. After that, I realized by looking over the side of the screen that the battery was inflated or bulged up. I just researched this and found many customers with the same issues and at least 2 that caught fire. Since my computer has become very hot and shutdown a couple of times, I am sure it is possible that it can catch fire which is definitely a safety hazard.
- Model
- Surface Pro 4
- UPC
- don’t know
- Serial number
- 027168460453
- Bought from
- Amazon
- Bought
- Jan 15, 2018
- Where
- San Juan, Puerto Rico: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 25, 2021, sent to the company Jun 29, 2021, published by CPSC Jul 14, 2021
The product, in the report: Surface Pro 4 computer, portable laptop, tablet, 12.3 “ touchscreen, Silver with kickstand and keyboard attached. 16GB Memory, 256 Solid State Drive
My Microsoft Surface Pro 4 screen is bulging and separated from the screen, in looking on line I discovered the Lithium Ion Battery is swelling up pushing the screen out and separate from the frame. I found many cases on lone and Microsoft refuses to recall and want to charge 600 to fix their Manufacturer Defect.
- Model
- Model # 1724, Lot #1641, Serial # 040833363753
- UPC
- 8 89842 15318 7
- Serial number
- 040833363753
- Bought from
- Costco.com on line
- Bought
- Dec 23, 2016
- Where
- Nampa, Idaho: Home/
Apartment/ Condominium - Who was involved
- Age 62, Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Jun 3, 2021, sent to the company Jun 29, 2021, published by CPSC Jul 14, 2021
The product, in the report: Microsoft Surface Book, 1st generation Intel Core i5-6300U CPU @ 2.40GHz Intel HD Graphics 520 8GB RAM
This report concerns a Microsoft Surface Book purchased in September 2016. Over the past few months, the screen has been bulging and there is noticeable discoloration. Today, the screen separated from the frame. The device has never been dropped, hit, or damaged in any way. However, despite being treated with care and used properly, the bulging screen indicates that the battery of the device has been damaged. After researching online, this is a common issue. So common, in fact, that Microsoft has a policy of replacing Surface Book and Surface Pro 4 devices with a bulging screen if the customer reports the issue within 3 years from the date of purchase, even if the device is out of warranty. Unfortunately, this policy does not cover my device, but it shows that Microsoft knows that bulging batteries are a common issue. Despite knowing this, they have refused to take any action to rectify the issue. They have continued to sell devices that they know are unsafe.
- Model
- Microsoft Surface Book 1st generation
- Serial number
- 007488162057
- Bought from
- Microsoft Store in Tysons, Virginia
- Bought
- Sep 21, 2016
- Where
- Alexandria, Virginia: Home/
Apartment/ Condominium - Who was involved
- Age 56, Female
- The reporter’s relation to them
- My Parent
- As this report names them
- Brand Microsoft Surface, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Mar 11, 2021, sent to the company Mar 23, 2021, published by CPSC Apr 6, 2021
The product, in the report: Device name: Frosty Serial number: 010578771057 Surface model: Surface Book i7 Version Information Embedded controller: 90.2226.256.0 SAM: 90.1837.256.0 UEFI: 92.3192.768.0 Touch driver: 107.3.94.3 Wi-Fi driver: 15.68.17018.116
My Microsoft Surface Book had the lower left corner separate. Nothing had happened to cause this issue. No damage or other problems. After researching what was happening I came to find that it is a known problem that Microsoft has with this product. I contacted Microsoft’s customer service to be told that it would cost me $600+ and that the unit being sent would be refurbished and may or may not have the same issue. I was also informed that, “This issue may be caused by an expanding battery on you surface, there is no inherent risk or safety concern associated with these expanding batteries. With that said, like alkaline and other batteries, the lithium-ion batteries used in surface devices contain material that can injure skin, eyes, and lungs only if punctured. We recommend to our customers not continuing use of a device with an expanding battery, except where the surface operates on only battery power and for the purposes of data transfer. Surface devices with expanded batteries should not be connected to AC power as it could possibly lead to rupture.” And I find myself questioning the statement, “there is no inherent risk or safety concern associated with these expanding batteries”. The representative stated that they would work within the Microsoft structure with a consultation about waiving the fee. The next day I received an email that stated, “I hate to be the bearer of sad news, but after all my efforts yesterday and today, I was not able to get another option for you with the consultation we had on the chat, about removing the fee of the replacement. The only option that we have available for you right now is the one I mentioned in the chat.” Not only do I feel like Microsoft knowingly has sidestepped the concerns and known issue for years. It seems like they are wanting to make money off of the very issue they caused. For a company of that size and scope to be okay with products being flawed and not informing the consumers is reprehensible and irresponsible.
- Model
- Microsoft Surface Book i7
- Serial number
- 010578771057
- Bought from
- Amazon
- Bought
- Jun 10, 2017
- Where
- San Antonio, Texas: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Feb 26, 2021, sent to the company Mar 15, 2021, published by CPSC Mar 29, 2021
The product, in the report: Surface Book laptop
Microsoft Surface book was not plugged in and in sleep mode and burst into flames. Flames were shooting out of the side for at least 10 seconds after not being in use for over 5 hours.
- Model
- Surface Book
- Bought from
- Best Buy
- Bought
- Dec 28, 2016
- Where
- Charlotte, North Carolina: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Feb 19, 2021, sent to the company Mar 11, 2021, published by CPSC Mar 25, 2021
The product, in the report: Microsoft Surface Pro 4 Model no: 1724
I had just returned from a flight (I am a commercial pilot) as I sat down at my desk to do some training on a touch-screen tablet when I noticed it was not flat on my desk. Upon further inspection I realized that the screen was “swelling” and the unit was heating so much the screen was bulging out of the frame! (This is what caused it to literally be able to SPIN!) *YOU CAN SEE IN THE VIDEO. TYPE OF PRODUCT: SURFACE PRO 4 PRODUCT USER: SELF AND OTHER CREW MEMBERS I IMMEDIATELY called Microsoft and sent them video and explained the situation, (since I use it in the cockpit) I asked them if there was a recall and they said no but they were well aware of the issue!!!! (After searching online I realized they have known about this for a very long time! YEARS to be exact!!!) They continue to stress out of “warranty” and I have told them numerous times THIS IS A MATTER OF “SAFETY” NOT WARRANTY!!! I reminded two customer service representatives: [REDACTED] (Microsoft Surface Support) of the URGENCY of the matter to avoid possible disaster. (Fires and Explosions aboard airborne aircraft usually do not end well.) They did not express any type of seriousness involving the matter. I am still making an attempt to mentally process their lackadaisical attitude concerning this matter and blatant disregard for the safety of other’s lives!!!! PRODUCT USE: Normal usage (excellent personal care of product: the proof of this is in the device’s condition) even the original packaging and all accessories are in excellent condition!) I am veteran and pilot: I am extremely meticulous as to the proper use and care of anything I operate/utilize. INJURIES: No injuries occurred to me. However they apparently did not understand the fact I was emphasizing that: “I had just used this defective product in the cockpit of an aircraft.” I made it very clear to them that it is a problem if one of their units (Surface Pro) catches fire and explodes on a office desk. That could cause injury and harm to a few people. However, if that desk happens to be moving at a high rate of speed above the earth in a pressurized metal tube: it could lead to a very tragic and high loss of life! This is a easily preventable situation I told them. RECALL AND REPLACE AT THEIR EXPENSE!!! I was using the product as normal (It was in perfect condition before I noticed the swelling and felt the heat!) I still retain the video they asked me to send to them. I have spent over 5 hours on the phone with them explaining the DANGER of these units aboard commercial aircraft and the inevitable outcome if they do not take action. I reminded them of the [REDACTED] incident involving batteries catching fire and the FAA banning them from flights and the recent [REDACTED] DEBACLE!!!
Their response to resolve the matter was to send me a daily email telling ME TO SEND THEM MONEY to have it repaired and they will send me the exact same unit back with a new battery! No injuries occurred but I had just used this defective product in the cockpit of an aircraft. I made it very clear it is a problem if one of their devices (Surface Pro) catches fire and explodes on a office desk. However, if that desk happens to be moving at a high rate of speed above the earth in a pressurized metal tube: it could lead to a very tragic and easily preventable situation.
- Model
- Suface Pro 4 Model no: 1724
- UPC
- 889842014259
- Serial number
- 010736465253
- Bought from
- Best Buy
- Bought
- Apr 21, 2017
- Where
- Fort Worth, Texas: Other Public Property/
Office - Who was involved
- Unknown
- The reporter’s relation to them
- My Client, Patient, Student, Etc. (professional relationship)
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Feb 12, 2021, sent to the company Mar 4, 2021, published by CPSC Mar 18, 2021
The product, in the report: Microsoft Surface Book High Performance, replacement
My Microsoft Surface Book High Performance, which is about 4 years old is bulging where the batteries are located, screen is appearing yellow, and the back has been getting warm. There are hundreds of people having the same problem, yet Microsoft refuses to recall or fix the problem. They are saying it is outside the warranty, yet [REDACTED] fixed the battery problems they had.
- Model
- High Performance model
- Bought from
- Microsoft Store - West Hartford, Connecticut
- Bought
- Jul 1, 2016
- Where
- Townshend, Vermont: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No incident, no one hurt Made Feb 1, 2021, sent to the company Feb 25, 2021, published by CPSC Mar 11, 2021
The product, in the report: This is a standard Microsoft Surface Pro 4. 8.00 Gm, DESKTOP-7HNJ57Q. Processor: Intel(R) Core(TM) i5-6300U CPU @ 2.4 GHz. 64-Bit
I have a Microsoft Surface 4. While I was using it, my screen began to just pop off in the left hand corner. It rapidly popped off further, heated up a lot, and the started making a lot of noise. I later learned that this was due to the battery beginning to bulge. I called the microsoft help line, and they said that the product has done this with many other customers, it is not safe to use, but that the only way to save my files is to use it. I immediately shut off the product.
- Model
- Microsoft Surface Pro 4
- UPC
- N/
A - Serial number
- 003030155353
- Where
- Washington, District of Columbia: Home/
Apartment/ Condominium - Who was involved
- Age 28, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- No Incident, No Injury
-
No one hurt Made Jan 12, 2021, sent to the company Feb 8, 2021, published by CPSC Feb 23, 2021
The product, in the report: Microsoft Surface Book 2 purchased in April 2019.
Microsoft Surface Book 2 purchased in April 2019. On January 12, 2021 plugged in the power cord to computer and it exploded (flash and melted wire ). Same issue as the power cord with other Surface products already on the recall list.
- Model
- Surface Book 2
- UPC
- 24747
- Serial number
- 007294685057
- Bought from
- Microsoft Store
- Bought
- Apr 28, 2019
- Where
- WASHINGTON, District of Columbia: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jan 4, 2021, sent to the company Jan 28, 2021, published by CPSC Feb 11, 2021
The product, in the report: Microsoft Surface Pro 4 Convertible Laptop/Tablet with Touch Screen
I have a Microsoft Surface Pro 4 convertible laptop/tablet device. Recent (December 2020) I noticed the screen delaminating from the enclosure, seemingly due to bulging components. Internet searches and then correspondence with Microsoft Support confirmed that this is a known critical fire hazard due to battery swelling. The enclosure additionally appears to be made of magnesium, which would make a resulting fire likely catastrophic and nearly impossible to extinguish. Microsoft is aware of the issue and instructed that the device is not to be used.
Microsoft said that they would send a fire-proof enclosure to return the device for investigation, but ONLY if I FIRST paid a $450 replacement fee. I replied that I would be happy to pay a replacement fee when sent a replacement, but that their retrieval and disposal (with any investigation on their part) should not be predicated by first paying a replacement fee. Microsoft replied that I should look for good holiday deals on a new device from their store or 3rd party sellers, with no mention or offer to remove the hazardous device from my household, or even how to safely dispose of this. Microsoft is clearly aware of a critical safety hazard with their product and the company is more interested in selling a new device than responsibly dealing with this safety hazard.
Photo of the device with bulging battery and correspondence with Microsoft attached.
- Model
- Surface Pro Field
- Serial number
- 053334360553
- Bought from
- Costco Wholesale, Washington
- Bought
- Feb 14, 2017
- Where
- Tahoma, California: Home/
Apartment/ Condominium - Who was involved
- Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Dec 5, 2020, sent to the company Dec 29, 2020, published by CPSC Jan 13, 2021
The product, in the report: Microsfot Surface Laptop Cobolt blue Intel(R) Core(TM) i5-7200U CPU @ 2.50GHz Model Generation One
What happened that made you want to report? I had a Microsoft Surface laptop with a bulging/swelling battery that is permantely installed and sealed under the Keyboard. I took it into microsoft and they said to stop using it immediately. they exchanged it, and I was concerned but happy about the quick remedy. However, about a year later the same thing happened only this time there was a loud sizzle and crackle with the keyboard bursting separating it from the chassis. Microsoft has a problem.... and there are a lot of comments around this laptop with the same issues. What type of product(s) were being used? Microsoft Surface Laptop, generation one, Blue finish. Who was using the product(s)? My wife How were the product(s) being used? normal use, surfing the internet and business use Were there any injuries that happened or may have happened while using the product? No How did any injuries occur? N/A
- Model
- Generation One
- Serial number
- 019025481657
- Bought from
- Original was Best Buy, then Microsoft Store (2nd)
- Bought
- Feb 20, 2019
- Where
- Plantation, Florida: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Nov 9, 2020, sent to the company Dec 9, 2020, published by CPSC Dec 23, 2020
The product, in the report: Tablet computer
Microsoft Surface Pro 4 began running hot and then screen detached from case on left hand side. Further research indicates this is a very common issue with this device and is caused by the lithium battery swelling and overheating. Obviously this represents a known hazardous condition with lithium batteries.
- Model
- Surface Pro 4
- Serial number
- 016685264753
- Bought from
- Microsoft Store on line
- Bought
- Dec 16, 2016
- Where
- Saint Kitts and Nevis: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Nov 8, 2020, sent to the company Dec 9, 2020, published by CPSC Dec 23, 2020
The product, in the report: Microsoft Surface Pro 4 tablet PC
Internal battery began to swell, causing screen to separate from the device. When I reached out to Microsoft technical support, I was warned to stop using the device as the battery could catch fire and/or explode. I was also told that my device was out of warranty and that I was out of luck. A search online finds that numerous other users have had similar issues (some of which included photos of destroyed devices) and brought them to Microsoft’s attention. While I understand that batteries may lose their ability to hold a charge as they age, they should NOT become a hazard.
- Model
- Surface Pro 4
- Serial number
- 011137154353
- Bought from
- Microsoft Store, New Jersey
- Bought
- Nov 14, 2015
- Where
- East Brunswick, New Jersey: Home/
Apartment/ Condominium - Who was involved
- Age 67, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Nov 2, 2020, sent to the company Nov 10, 2020, published by CPSC Nov 25, 2020
The product, in the report: Microsoft Surface Pro 4
Microsoft Surface Pro 4 battery bulging out from screen
- Where
- rowlett, Texas: Other Public Property/
Office - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Sep 6, 2020, sent to the company Oct 7, 2020, published by CPSC Nov 10, 2020
The product, in the report: Microsfot Laptop/tablet Model Microsoft Surface Pro 4
I have a Microsoft SurfacePro 4 that I bought 11/11/16. In August of 2020 it started to do odd things with my pointer and it was happening both with the mouse and the touchpad. I noticed a small portion of the screen appeared slightly warped. I use it with an external monitor and keyboard for my home business so I do not open and close it often or use it by itself unless I am travelling. Also the battery was running hot. I started putting ice packs on it and the problem would go away. Within a week or two the problem had gotten worse, I was [REDACTED] to try and troubleshoot then I noticed the screen looked even more warped. I also noticed the battery running very hot and the screen was now noticeably separating from the frame. I started to [REDACTED] this issue and found that there are numerous websites describing this dangerous issue of expanding battery and screen separation. Microsoft says they extended their warranty to 3 years but I am past that. Microsoft takes no responsibility and is described by many on the internet as a problem “which is a known but not officially disclosed issue” I’m irate that it’s a known issue that is very dangerous, it’s known by Microsoft but they haven’t done any recall. They actually tried to sell me another Surface Pro4 and a Surface Pro5 at retail price instead of offering any assistance or credit regarding their faulty battery.
- Model
- Microsoft Surface Pro 4
- Serial number
- 017910363953
- Bought from
- Best Buy
- Bought
- Nov 11, 2016
- Where
- DENVER, Colorado: Home/
Apartment/ Condominium - Who was involved
- Age 56, Female
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Sep 6, 2020, sent to the company Oct 5, 2020, published by CPSC Nov 10, 2020
The product, in the report: Microsoft Surface Pro 4 laptop/tablet. Bulging battery
I purchased a Microsoft Surface Pro 4 laptop computer. The screen is bulging out of the of frame. Evidently this is a safety issue. I have read online that the device may catch on fire, but when I called microsoft they did not say there was any safety issue and so far they have done nothing about this safety issue.
- Model
- Surface Pro 4
- Serial number
- 026968454153
- Bought from
- Microsoft
- Bought
- Oct 5, 2016, about then
- Where
- Florence, Massachusetts: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 31, 2020, sent to the company Sep 30, 2020, published by CPSC Nov 10, 2020
The product, in the report: Microsoft Surface 4 Pro
Bought a Microsoft Surface Pro 4 I7 16GB RAM 256GB SSD, SN 087074261953 and some yellowish tints have appeared on both sides of the screen, the screen started bulging, and laptop gets very hot, the battery has bulged so much the screen has separated from the device. Looking on Microsoft forum the problem is impacting a LOT of other customers, and it seems to be acknowledged that it can lead to an EXPLOSION. Pictures of exploding devices: [REDACTED]
I started to contact Microsoft Support on saturday feb 8th 2020, a case was created but then I received a case closed notification a few days later then on saturday feb 15th, I called support again, and a new case number was created, and they asked me to stop using the device. I was told my surface pro 4 is out of warranty since oct 2019, and support is confirming not to use the laptop anymore as it can explode...! Only solution proposed is to purchase a replacement ~500 euro, to get as an exchange a refurbished equivalent device, support even mentioned I would not need to send back the device I own... This seems to be a known safety issue of this model, that can lead in physical damage. I asked for a reconsideration considering the safety issue, but have not heard back despite follow up.
I believe this repair should be free in consideration of the purchased price (~2000€) and the fact this issue is a safety issue that can lead in physical damage and is impacting a lot of customers.
- Model
- Microsoft Surface 4 Pro
- Serial number
- 087074261953
- Bought from
- Amazon
- Where
- France: Home/
Apartment/ Condominium - Who was involved
- Age 41, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface 4 Pro, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 21, 2020, sent to the company Sep 24, 2020, published by CPSC Oct 8, 2020
The product, in the report: Microsoft Surface Pro 4 i5 128gb
I was given a Microsoft Surface Pro 4 tablet/laptop 2 in 1 for Christmas in 2015 and in July 2020, the screen showed signs of bulging and swelling from inside the unit. After reporting the issue to Microsoft, they acknowledged the issue and gave me strict emergency warnings to not operate or charge for my own safety. They are having me pay 500 dollars for a replacement refurbished model instead of issuing a recall and replacement for this known issue.
- Model
- Surface Pro 4
- Serial number
- 016493554353
- Where
- Denver, Colorado: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 10, 2020, sent to the company Sep 1, 2020, published by CPSC Sep 16, 2020
The product, in the report: Microsoft Surface Pro 4, Intel I5-6300U CPU, 8GB RAM, 256 GB Solid State Drive.
The product is a Microsoft Surface Pro 4 tablet computer. I noticed what looked like burn marks on the left, right and bottom of the LCD screen and as I was adjusting the “kick stand” (a leg in the rear of the tablet that allows you to adjust the screen to varying angles for viewing) so that I could be sure it wasn’t a reflection I felt and heard the kick stand scrape the rear of the tablet. Upon inspection I found that the rear panel of the tablet was swollen outwards and it was at this time I also noticed the tablet screen was swollen outwards. Upon research of this issue I came across numerous upon numerous complaints from other users of this tablet, the tablets issued before this one and the tablets issued after this one that have the same issue. The issue is that the lithium-ion are expanding. Microsoft support reported to me that “we” users should discontinue use of the tablet computer because of risk of fire and/or explosion, however, Microsoft’s own document entitled “Caring for your Surface battery” say’s and I quote “Battery expansion from deterioration does not present a safety concern and is most often caused by the formation of non-flammable carbon dioxide (CO2) gas.”, the next sentence say’s and I quote, “ If you have a device where the battery has expanded visibly beyond the mechanical enclosure, we recommend you stop using the device. You should handle the device with caution to prevent putting pressure on or risk puncturing the battery cell. If you need assistance, contact us and work with a Surface Support Advocate.” Since this battery is enclosed without accessibility “we” the consumers would never know of this safety issue until it is too late.
- Model
- Surface Pro 4
- Serial number
- 030517660953
- Bought from
- Best Buy, Pennsylvania
- Bought
- Mar 27, 2016
- Where
- Spring City, Pennsylvania: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 10, 2020, sent to the company Sep 1, 2020, published by CPSC Sep 16, 2020
The product, in the report: Microsoft Surface Book (laptop computer)
I bought a Microsoft Surface Book (laptop) computer in Dec. 2016. The lithium battery behind the screen got so hot that it discolored the screen in February 2020 and then the battery eventually expanded and pushed the screen right out. I was told by Microsoft that it was too dangerous to continue using. This was a very expensive laptop, the top-end Microsoft laptop, and I never had a laptop that only lasted only 3.5 years and then became too dangerous to use.
- Bought from
- Microsoft
- Bought
- Dec 1, 2016
- Where
- Cambridge, Canada: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jul 28, 2020, sent to the company Aug 10, 2020, published by CPSC Aug 24, 2020
The product, in the report: Computer Microsoft Surface 4 Pro, i5, 128g Microsoft glass screen protector Microsoft AC power supply Fingerprint ID keyboard
Microsoft Surface pro 4 screen separated from case apparently due to too hot bulging battery. Screen also flickering. Unit shut down immediately. This followed after a few weeks of use, where the screen became unreadable due to fickering after about an hour of use. I thought it might be a software issue, perhaps incompatibility with programs.
Went to Microsoft store in [REDACTED] and they said it can’t be used bc it might be a fire hazard and battery might explode. They won’t it replace as its out of warranty but offered to replace with a similar refurbished unit for $600, and the process will likely take 3-5 days. The Microsoft glass screen on it would not be replaced.
I waited until now to see if there would be a Microsoft response but they never contacted me or publically said there was any other recourse.
- Model
- Microsoft Surface 4 Pro
- Serial number
- 008449354153
- Bought from
- Best Buy?
- Bought
- Jan 1, 2017, about then
- Where
- ELMHURST, New York: Home/
Apartment/ Condominium - Who was involved
- Age 61, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface 4 Pro, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jul 27, 2020, sent to the company Aug 7, 2020, published by CPSC Aug 21, 2020
The product, in the report: Microsoft Surface Book 1 with Performance Base (2017)
I have a 3-year old old Microsoft Surface Book 1 with Performance Base laptop (1TB/16GB RAM), purchased May 2017. I recently pulled it out of my bag and found the chassis of the base was separated, exposing the internal circuitry. Upon further inspection, I realized the battery had swollen, causing this separation to occur. This is a clear fire/explosion risk, and although no injuries to myself or others have yet occurred, it may only be a matter of time due to the Lithium ion batteries swelling inside the device.
This is a health, home, and life hazard. Upon some online research, I discovered this to NOT be an isolated incident. There appears to be a problem with at least this generation of Microsoft Surface Books.
- Model
- Surface Book (Core i7/
1TB/ 16GB RAM with Performance Base) - Serial number
- 004978771057
- Bought from
- microsoft.com
- Bought
- May 30, 2017
- Where
- New York, New York: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Book, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jul 3, 2020, sent to the company Jul 24, 2020, published by CPSC Aug 7, 2020
The product, in the report: Surface Pro 4 256 GB 8GB RAM i5
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. Although the rep would ask me for my phone number in case we got disconnected, Microsoft had not one time attempted to call me back on any of these occasions.
On June 18, I was finally able to speak to a Surface Support rep - [REDACTED]. He was able to add my device exchange request into the system and informed me Microsoft would send me a box so I could send the device back to them safely. The box would take 7-10 calendar days. It is now July 3rd and I still have yet to get a box!
On June 29 and July 2 I spoke with Microsoft and this is when they tell me I must pay $450 before they will send me a box. Why would Microsoft take ELEVEN (11) days before contacting me on June 29 to ask for payment (note - the Surface Support rep had asked me for the last 4-digits of my credit card also my credit card is on record with the company and has been for years). The manager I spoke with on July 2nd confirmed my credit card is on record AND admitted Microsoft was at fault for why it took ELEVEN (11) days to contact me. It then took an additional 3 days before I could speak to a manager to determine if Microsoft could overnight a box to me so that I would NOT have to wait another 7-10 days for a box. This was even more important because I’m about to embark on a multi-day road trip. I told the Microsoft rep, [REDACTED], this on June 18th and I had wanted to be sure that I could get the fire hazard swollen battery out of my house before I leave. I also said I did not want to travel with it in a car because of my concern the battery might explode while it is in the car. I was told weeks ago that even though the device is not in use nor is being charged that the battery still could explode on its own.
On July 2 I spoke to [REDACTED] a manager at Microsoft who repeatedly stated it is Microsoft’s policy to collect $450 before the shipping box would be sent. She also told me she could not overnight a box to me so I could ship the device before leaving on the roadtrip. Microsoft also would not give me any information so I could use its preferred carrier and ship the device to them on my own. I was told it is against policy for a customer to ship the device to Microsoft. Microsoft was NOT willing to come up with any shipping alternatives other than to delay my trip and wait for the box to be sent to me in 7-10 days OR to dispose of the unsafe device myself (which would prevent me from receiving a replacement or exchange device (for a fee) due to the battery being a fire hazard. I honestly believe Microsoft wants to deter exchanges at the detriment of its clients.
I’m including all of this information because I am flabbergasted that even though Microsoft agrees the battery is a safety concern that Microsoft doesn’t seem to care about doing what it can to provide me with the necessary shipping materials to quickly get the failed battery out of a consumer’s hands and into their possession as quickly as possible.
P.S., unable to upload photos of the damaged device because the borrowed laptop I’m using now is VERY old and doesn’t have something needed to get the “Add Files” feature on another page to work. I did send photos to Microsoft of the damage display due to the swollen battery on June 18th.
- Model
- Surface Pro 4
- Serial number
- 060968655153
- Bought from
- Microsoft Store, Florida
- Bought
- Jun 7, 2017
- Where
- Richmond, Virginia: Home/
Apartment/ Condominium - Who was involved
- Age 46, Female
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 27, 2020, sent to the company Jul 24, 2020, published by CPSC Aug 7, 2020
The product, in the report: Microsoft Surface Book 2 - 13.5” Display / 1TB SSD / Intel Core i7
My Microsoft surfacebook 2 laptop computer was being charged at my desk overnight. I noticed that the point where the charger connects to the computer had begun to melt and and had burnt. I reached out to Microsoft, but they claimed it was caused by dirt without actually inspecting the product. They refused to look at, let alone repair/replace the defective product. I am concerned because it is clearly a fire hazard.
- Model
- Surface Book 2
- UPC
- surface_book_1832
- Serial number
- 012485175257
- Bought from
- Microsoft Store, California
- Bought
- Mar 3, 2018
- Where
- New York, New York: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 20, 2020, sent to the company Jul 15, 2020, published by CPSC Jul 29, 2020
The product, in the report: Original Microsoft Surface Book
Microsoft Surface book purchased 2016. Noticed today the top portion, the screen, which contains a lithium ion battery is significantly swollen. The laptop will no longer close.
Microsoft acknowledges this as a safety issue but refuses to do any corrective action other than charging a replacement fee which is as much as a new laptop.
- Model
- Surface Book 1
- Serial number
- 016361454757
- Bought from
- Microsoft
- Where
- Unspecified: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 8, 2020, sent to the company Jul 13, 2020, published by CPSC Jul 27, 2020
The product, in the report: Microsoft Surface 4 Pro laptop/tablet computer 256GB memory, serial #050680255253 Model Surface Pro 4 i7 256 GB
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]
- Model
- Surface Pro 4 i7 256 GB
- Serial number
- 050680255253
- Bought from
- Best Buy (I think)
- Bought
- May 1, 2016, about then
- Where
- Eden Prairie, Minnesota: Home/
Apartment/ Condominium - Who was involved
- Age 72, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 4, 2020, sent to the company Jul 13, 2020, published by CPSC Jul 27, 2020
The product, in the report: Microsoft Surface Pro 4, serial 012904561853
Microsoft Surface Pro 4 battery is bulging and very hot. The battery has bulged so much the screen has separated from the device. I contacted Microsoft for help and they told me the device was dangerous and could explode or cause fire, but they would not help and only offered to sell me a new one.
- Model
- Surface Pro 4
- Serial number
- 012904561853
- Where
- Unspecified: Industrial
- Who was involved
- Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 4, 2020, sent to the company Jul 13, 2020, published by CPSC Jul 27, 2020
The product, in the report: Microsoft Surface Pro 4, intel Core 5, 4 GB memory, 128 GB solid state drive
My Microsoft Surface Pro 4, purchased on March 12, 2017, began showing an orange-ish blotch on the lower left side of the screen in early to mid-May 2020. The computer also became very hot to the touch. I searched Microsoft Support and found multiple postings about this problem, all stating that the battery was swollen. I followed the steps indicated by users and confirmed the same battery swelling; Microsoft itself stated that the battery could not be replaced or repaired and recommended that the entire unit be replaced.
I use the MSP 4 daily, as my primary computer.
My local computer repair center stated that they do not work on Microsoft products.
What alarmed me was a November 5, 2017 posting on the Microsoft Support pages, from volunteer moderator [REDACTED]: “this sounds like the battery is expanding. and you should not use your Surface.”
This 2.5 year discussion is found at [REDACTED]
I also followed some instructions found on the same Support pages, accessed the “Surface Unified Extensible Firmware Interface (UEFI) and got the following message, again one that alarmed me: “If the orange splotch is present on the UEFI screen, it’s a hardware issue and device needs replacing.” Of course, the orange splotch was still present.
I am concerned: (1) that Microsoft has known about this dangerous problem - a swollen battery in a computer - for over 2.5 years, and only asks consumers to pay even more money for a refurbished product that most likely will end up in the same dangerous condition; and (2) that my personal safety is at risk due to Microsoft’s cavalier attitude - “you have a dangerous problem? Send us more money.”
My problem unit: Microsoft Surface Pro 4, intel Core 5, 4 GB memory, 128 GB solid state drive.
Bottom line: I have a computer with a swelling battery that could explode at any time, and which leads to the computer being extremely hot to the touch. That is NOT consumer product safety.
- Model
- Surface Pro 4
- Serial number
- 020541265253
- Bought from
- Costco
- Bought
- Mar 12, 2017
- Where
- Albuquerque, New Mexico: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made May 25, 2020, sent to the company Jun 30, 2020, published by CPSC Jul 15, 2020
The product, in the report: Surface Pro 4 m3 Device name:[REDACTED]
The battery on my Microsoft Surface Pro 4 has expanded and separated the screen from the body. This problem was reported to Microsoft and a case was opened ([REDACTED]), There is a purple & yellow glow on the bottom right side of the screen. MSFT said that it is out of warranty even though this is a serious safety issue as the battery can explode anytime. They advised me to unplug the tablet when working on it, this is not possible as the battery wouldn’t charge. Microsoft offered to replace the Surface Pro for $450 plus taxes which is not acceptable. This is not a warranty issue but an issue of a defective, sub-standard product made in China... Microsoft should be taking action as there are many complaints and understand that approximately 40% of this product has this issue. They must either replace this laptop or fix it without any charges.
- Model
- Microsoft Surface Pro 4 m3
- Serial number
- 041499154053
- Bought
- Apr 15, 2016
- Where
- Plano, Texas: Home/
Apartment/ Condominium - Who was involved
- Age 57, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made May 2, 2020, sent to the company May 18, 2020, published by CPSC Jun 2, 2020
The product, in the report: Microsoft Surface Book
Microsoft is apparently aware of a known issue with the original Surface Book where, after a number of years, the battery in the clipboard (screen unit that houses processor and most computing parts) begins swelling. My particular unit indicated this is happening a few days ago. The battery has swollen to the point that it has separated the screen from its bezel (i.e., the battery is pushing the screen from its mount). This is a huge safety issue as a swelling battery can explode or catch fire. Microsoft has not alerted owners of these devices to this issue and only offers repair at $599. These units should be recalled and repaired immediately. Microsoft lists “lifted or bulging screens” in the drop-down lists for issues about this system but does not explain that the issue is caused by the battery swelling. When I contacted Microsoft Support, the representative explained that the unit could not be shipped in this condition because of the level of hazard presented by the battery.
This issue can cause serious bodily harm if the battery explodes.
- Model
- Surface Book (1703/
1705) - UPC
- 889842015652
- Serial number
- 195759654254
- Bought from
- Microsoft Store
- Bought
- Nov 15, 2015, about then
- Where
- Cedar Hill, Texas: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Apr 30, 2020, sent to the company May 8, 2020, published by CPSC May 22, 2020
The product, in the report: Internal battery for the Microsoft Surface Pro 4 computer.
My Microsoft Surface Pro 4 started showing a light brownish/yellowish tinge on the left side of the screen in mid-March 2020. Believing it had something to do with the Surface Pen which is magnetically mounted in approximately the same area, I removed the pen. I noticed the screen issue getting worse over the next couple of weeks, and then noticed the screen itself beginning to bulge from its fame as well as increased heat while the computer was on.
I started looking for a solution on the Microsoft Support site to see if anyone else had sought input for the problem. It turns out that a number of people have posted in the Microsoft Community pages regarding a bulging battery. Same model, same issues, with a concern about overheating and possible battery explosion. It seems various offers have been made by Microsoft, none of which really address what appears to be a design/production issue. They offer either a refurbed model, or an upgraded model, often for a fee of several hundred dollars, although it seems a few people have not had to pay anything for a replacement.
In my case, I called their support team, and was offered a similar model for $450. I responded that I didn’t think I wanted to give them more money for a unit which may eventually have the same issues. (I’ve since chosen to purchase a different computer from another company.)
My Surface unit was used approximately every other day and on weekends as my personal computer. It was not an everyday work computer, so never saw continued heavy usage.
Here’s a link to the Microsoft Community where the Surface Pro 4 battery discussion has been taking place: https://answers.microsoft.com/en-us/surface/forum/surfpro4-surfdrivers/microsoft-surface-pro-4-battery-bulgingsafety/cca7387e-ae9a-464f-b0e9-a9f947d3c768?page=1
And another: https://answers.microsoft.com/en-us/surface/forum/all/microsoft-surface-pro-4-battery-bulgingsafety/0709082c-443a-463a-b811-dfbe9169957d
I reported this issue on 04/17 or 18, Microsoft Surface Support Service Request #[REDACTED]. Microsoft closed the service request on 04/23.
My Surface Pro 4 was purchased on 05/18/16. The warranty expired 08/16/2017.
Complete information on the unit: Microsoft Surface Pro 4 - 246GB / Intel Core i5-6300U CPU @ 2.40GHz 2.50GHz Installed RAM 8.00 GB Device ID 1FEAE422-CCD3-43BE-A28D-A43D5D6C1E41 Product ID 00330-62863-15359-AAOEM System Type 64-bit operating system, x64-based processor Pen and touch support with 10 touch points
- Model
- Surface Pro 4
- Serial number
- 033222261553
- Bought from
- Microsoft Corporation
- Bought
- May 18, 2016
- Where
- San Clemente, California: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Apr 8, 2020, sent to the company Apr 17, 2020, published by CPSC May 1, 2020
The product, in the report: Microsoft Surface Book (1st generation), serial number 012019161257
Fire hazard. Battery bulged in Microsoft Surface book. This is the second one in 4 years. Microsoft exchanged the first one under warranty, after sending me a special fire-retardant box to ship it back to them by ground, 2 years ago. The replacement recently experienced the same condition. Microsoft mentioned a recall and was going to send me an exchange unit, but reneged and would only offer a similar vintage computer for a $600 fee, with 90 days warranty. Microsoft Surface Book serial number 012019161257.
- Model
- Surface Book
- Serial number
- 012019161257
- Bought from
- Microsoft
- Bought
- Jul 5, 2018
- Where
- Livonia, Michigan: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Apr 7, 2020, sent to the company Apr 15, 2020, published by CPSC Apr 29, 2020
The product, in the report: Microsoft Surface Pro 3
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 issue. He said I could call the 800 642 7676 number and ask them to escalate the issue to Level 2 or ask to talk to a manager to see if they could give me a better offer than the store. He said they could offer me a[REDACTED] for $600, it would be refurbished and only have a 90 day warranty. Refurbished might just be a return or cracked screen but it would be refurbished by a MSFT approved service.
Another Example in the Microsoft forum: I took mine into the Microsoft Store where I bought it two years ago. The tech looked at it, said, “You’ve got burn-in, huh?” and immediately went in back for a replacement. When she detached the screen from the keyboard and put it down, I noticed it didn’t lie flat, and the screen was bulging. She said the battery was expanding, and it was imperative to replace it - it could be dangerous. She transferred everything she could to the new computer, took the old one and didn’t charge me anything. (I still have to deal with reinstalling all my programs, but at least the machine isn’t about to explode!)
- Model
- Microsoft Surface Pro 3
- Serial number
- 036860552053
- Bought from
- Microsoft Store Baybrrok Mall
- Bought
- Jul 15, 2015
- Where
- Pearland, Texas: Unspecified
- Who was involved
- Age 51, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jan 26, 2020, sent to the company Mar 3, 2020, published by CPSC Mar 17, 2020
The product, in the report: Microsoft Surface Book Model 009255754657 UPC 889842051124
I have the Microsoft Surface Book and there are yellow tints surrounding the left top and right sides of the screen. The screen has a bulge and was taken to the Microsoft Store. The battery is expanding which is causing the bulge and can explode at any moment. They told me that the computer is hazardous and will not replace or refund the product. The laptop can cause injuries and that I am not to use it. Others that had the same product was issued a free replacement and they have refused to do so with me
- Model
- Surface Book, 1703, 1705
- UPC
- 889842051124
- Serial number
- 009255754657
- Bought from
- microsoft.com, Washington
- Bought
- Oct 19, 2015
- Where
- Houston, Texas: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Aug 23, 2019, sent to the company Sep 3, 2019, published by CPSC Sep 17, 2019
The product, in the report: Microsoft Surface Book Computer
We were using a Microsoft Surface Book (model number 1703, serial Number 009526654457 purchased Dec 16, 2015 for 1699.99) when we noticed a bulging on both sides of the screen. Online research indicated that the problem was a bulging battery inside the tablet portion of the computer. We contacted Microsoft. We spoke to Microsoft reps [REDACTED]. Microsoft acknowledged the problem, stating that it was a battery issue and that they were working with the battery manufacturer to fix the problem.
The advised us to stop using the device immediately because a potential fire and explosion danger. They also offered to exchange our unit for a remanufactured one with a 90 day warranty for their standard $599. fee.
Microsoft has apparently known about this serious issue for quite a while but has chosen to not do the responsible thing and notify affected owners of the danger and offer to repair or replace the device without charging an unreasonable fee. The computer was shipped with a defective battery. It has posed a serious safety hazard for its users from the beginning. Microsoft needs to take full responsibility for the problem. It should recall the devices with the defective batteries and repair or replace them without additional charges to the purchasers.
- Model
- 1703
- Serial number
- 009526654457
- Bought from
- CostCo, Virginia
- Bought
- Dec 16, 2015
- Where
- Franklin, Virginia: Home/
Apartment/ Condominium - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft Surface, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
Hurt, no treatment Made Aug 16, 2019, sent to the company Aug 23, 2019, published by CPSC Sep 9, 2019
The product, in the report: Surface Pro 4 Serial number: 023156461253 Purchase date 7/2016
A Microsoft Surface Pro 4, purchased in July/16, recently started to overheat when charging. The over heating was so server that the user obtained injury. As a result of the over heating, the device’s battery swelled to the point where it pushed the screen out. A quick Google search shows this to be a common issue with the Surface Pro, and in some reported cases, the battery reportedly exploded.
In speaking to Microsoft, they acknowledge that this product does have a defective battery and will only recall those devices sold within 3 years of the initial warranty.
Considering the potential injury factor, let a lone the explosion factor, MS should be required to recall all devices that show this issue to be current.
- Serial number
- 023156461253
- Bought from
- Verizon, New Jersey
- Bought
- Jul 11, 2016
- Where
- Englewood Cliffs, New Jersey: Industrial
- Who was involved
- Age 62, Male
- The reporter’s relation to them
- My Friend /
Neighbor / Co-worker - As this report names them
- Brand Microsoft Surface Pro 4, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, No First Aid or Medical Attention Received
-
No one hurt Made Aug 1, 2019, sent to the company Aug 26, 2019, published by CPSC Sep 10, 2019
The product, in the report: Surface book 13.5 First gen 128gb i5
My surface book battery has become swollen due to over heating cause by product design. I have offered out of replacement exchange for $599, which way too much. Replacement laptop will only come with 90 days warranty. I have replaced my laptop before and the overheating is present in the new device.
The manager is telling me to stop using my laptop, which is not possible since I need for work , I am real estate agent. I dont have $599 that kind of money available. MS has not offered any other solution and no way of dispose if dangerous laptop.
- Model
- Surface book
- Serial number
- 017297271957
- Bought from
- Microsoft store
- Bought
- Nov 1, 2015, about then
- Where
- Houston, Texas: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jul 1, 2019, sent to the company Jul 30, 2019, published by CPSC Aug 13, 2019
The product, in the report: Microsoft Surface Book Laptop (1st Generation)
I had a Surface Book laptop (1st generation) which was purchased direct from Microsoft in December 2016. About 14 months later, the screen started bulging out, and after doing some research I determined that the problem was that the battery (which is located behind the screen) was swollen, pushing on the back of the screen and causing it to bulge out. I contacted Microsoft and they replaced the computer in July 2017 with a refurbished unit. Then, on the refurbished unit, the SAME EXACT ISSUE occurred, once again, after about 14 months of use. I once again contacted Microsoft and elevated the claim to a manager. The manager contacted Microsoft HQ requesting permission to replace my computer again, and was denied. However, they said they could give me another refurbished unit at a cost of $599. I am less concerned about the cost issue. However, I am very concerned with the potential explosion and fire hazard, which this issue is causing me, as well the dangers which defective Surface Books are posing to other consumers who are suffering from the same problem.
I have done a great deal of research on this topic. There are MANY, MANY stories on various message boards and web sites of people suffering with the same bulging battery issue. Consumers have had mixed results as to whether Microsoft would replace their defective bulging battery laptops free of cost.
Microsoft’s 1st generation Surface Books obviously have a defective battery and/or charge controller issue. Now I am left with a computer which is an unsafe fire/explosion hazard. Shame on you Microsoft!
- Model
- Surface Book
- Bought from
- Microsoft Store, Florida
- Bought
- Dec 1, 2016, about then
- Where
- Boynton Beach, Florida: Home/
Apartment/ Condominium - Who was involved
- Age 47, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Jun 27, 2019, sent to the company Jul 23, 2019, published by CPSC Aug 6, 2019
The product, in the report: portable laptop computer/tablet
I purchased a Microsoft Surface Book from an online retailer. about 3 months ago i started noticing a yellow tint on the screen. i took it to a Microsoft store and was told “sorry about your luck” I started researching possible causes and ran across a Microsoft community blog that had several consumers having the same issues. it has been getting worse . the computer screen is now expanding during use and i think it may explode since this is where the lithium batteries are.
- Model
- Microsoft Surface Book
- Serial number
- 2E731CB3-6DD1-428A-17084D57D41C
- Bought from
- Ebay
- Bought
- Mar 31, 2019, about then
- Where
- Tampa, Florida: Other Public Property/
Office - Who was involved
- Unknown
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
Hurt, care not known Made Aug 1, 2018, sent to the company Aug 14, 2018, published by CPSC Aug 28, 2018
The product, in the report: keyboard
When the consumer removed the plastic wrapper from the keyboard, there was an immediate and very strong chemical smell that caused his eyes to itch and a scratchy throat and burning of nostrils.
The consumer placed the product in a well ventilated area for several days but the smell still affects him when he uses the product. It is not as bad as it was initially. No medical treatment was required.
(08/01/2018)The consumer contacted the firm who advised him to send the product back to them.
The consumer still has the product.
- Model
- Surface TypeCover
- Serial number
- 017345181854
- Bought from
- Costco.com
- Bought
- Jul 18, 2018
- Where
- Danville, California: Home/
Apartment/ Condominium - Who was involved
- Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, Level of care not known
-
First aid Made Feb 23, 2018, sent to the company Mar 5, 2018, published by CPSC Mar 19, 2018
The product, in the report: microsoft surface 3 tablet pc (10.8-Inch, 64 GB, Intel Atom, Windows 10)
On February 13th, I had my surface 3 tablet plugged into the outlet on my kitchen counter inside of the leather flip top style case. The Surface was on but in sleep mode with the device being powered by the a/c cord. I took the device off the a/c power cord and noticed right away it was very warm, even through the case. Thinking it was nothing more than electrical warmth I then flipped open the case and tried to pull the device out of the case and when I did the device was burning hot. I was shocked and in a fair amount of pain on my fingers and the palm of my hand. I dropped the device as a result of the burns on my hand. I have since taken photographs of the burns on my hand as well as the damage that the Surface experienced as well. Thankfully I got home when I did because there is no doubt in my mind that this would have caught on fire shortly after this time. This was burning hot and even left visible burn marks on my hand where I had a grip momentarily. Now the device does not even seen to be operating and I am distraught over this whole ordeal. I will be contacting microsoft and I will how they would like to proceed on this. Hopefully someone else’s surface does not catch fire like I believe mine would have. I hope they are at least going to repair my device, or I will have gotten burned twice now; First by the device and then burned out of nearly $800.
- Model
- Microsoft Surface 3
- UPC
- #unknown
- Serial number
- #unknown
- Bought from
- microsoft
- Bought
- Feb 1, 2016, about then
- Where
- jamestown, New York: Home/
Apartment/ Condominium - Who was involved
- Age 30, Unspecified
- The reporter’s relation to them
- Self
- As this report names them
- Brand microsoft Surface 3, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, First Aid Received by Non-Medical Professional
-
No one hurt Made Dec 26, 2017, sent to the company Mar 21, 2018, published by CPSC Apr 5, 2018
The product, in the report: Microsoft Surface Book (laptop)
On Friday, December 8th 2017 at ~ 5:40 PM Eastern Standard Time my daughter, who was working on a college paper, screamed to me that her Microsoft Surface Book was smoking and sparking. I ran into the room and immediately unplugged it. Upon a closer look, I could see where the power supply wires were frayed and the Surface had a burn mark.
This was extremely concerning as my daughter narrowly escaped being burned (the Surface was in her lap when the unit started smoking and burning) or when unattended the Surface Book could have caught my house on fire. Note: The Surface Book was purchased in 2017 and is only 7 months old.
This does not appear to be an isolated incident because if you go on Microsoft’s website under Microsoft Store - [ https://www.microsoft.com/en-us/store/d/surface-book-power-supply-unit/920j5rj42kd6?activetab=pivot%3areviewstab#ratings-reviews ] there are numerous reviews about this specific power supply with frayed wires. Further, there is even a history of faulty power supplies with a similar product as Microsoft issued a recall for the Surface Pro power supplies in 2016.
I truly believe my family dodged a bullet here in terms of my daughter not getting burned and/or my house being set on fire. I think the pictures are pretty telling as to the danger these power supplies pose.
I am reporting this product because a) there is clearly a defect in the power supply as evidenced by the multiple reported occurrences b) I would hope you agree there is a safety issue and begin to take appropriate action so as to mitigate any additional fire hazards or tragedies for other families.
Of noteworthiness: Microsoft refuses to replace this unit with a new one and wants to give me a unit that was already defective and refurbished. I am currently disputing their position given the unit was only 7 months old (under a one year warranty) and how close we came to avoiding a real tragedy.
- Model
- Surface Book
- Serial number
- 001695771357
- Bought from
- Direct from Microsoft, Washington
- Bought
- Apr 12, 2017
- Where
- Green Harbor, Massachusetts: Home/
Apartment/ Condominium - Who was involved
- Age 22, Female
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Feb 7, 2017, sent to the company Mar 23, 2017, published by CPSC Apr 6, 2017
The product, in the report: Microsoft Surface Pro 3 tablet 128 GB 17
My product is a Microsoft Surface Table, purchased around June 2015. The problem with this product is it will get hot after only being on for a short time. The heat can be so hot you can not touch the back of the tablet. As software upgrades are pushed out to this device, the device will heat up even quicker. Sometimes the table will shut off on it own and sometime it will just stay hot and you can hear the fan running. I reported the issue to Microsoft while the device was under warranty but because their is a small nick on the edge of the table they would not repair the device and refused to address the heat issue. I would like to use the tablet but I’m afraid it will catch on fire. In my research of this product and on one of Microsoft’s forums, I found several post where other owners of this make and model have reported having the same heating problems. I sent Microsoft this information to make them aware that on their on user forum site there is an issue with this “lot” of tablets.
- Model
- 1631
- UPC
- 8 85370 95022 9
- Serial number
- 006675452253
- Bought from
- Best Buy, Louisiana
- Bought
- Jul 31, 2015
- Where
- New Orleans, Louisiana: Home/
Apartment/ Condominium - Who was involved
- Age 57, Female
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft Surface Pro3, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Sep 30, 2016, sent to the company Oct 11, 2016, published by CPSC Nov 1, 2016
The product, in the report: Xbox One wireless remote
My seven-year-old son was playing on the Xbox with my 13 year old son. They both had wireless remote. My 13 year old son started to smell smoke. He then noticed that my seven-year-old remote what is the source of the smell. I took the remote from him. The center of the remote was so hot that it had started to melt the plastic. My son could have been hurt had he touched the middle of it
- Where
- Unspecified: Unspecified
- Who was involved
- Age 7, Male
- The reporter’s relation to them
- Unspecified
- As this report names them
- made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
First aid Made Jun 21, 2016, sent to the company Jun 29, 2016, published by CPSC Jul 14, 2016
The product, in the report: Microsoft Surface Book Laptop/Tablet Computer, tablet with a detachable hard keyboard unit and a scalloped hinge.
I was using my Microsoft Surface Book while sitting on the floor on the evening of June 21st, 2016. I was wearing shorts, such that the hinge of the laptop was in contact with the skin just above my knees. I opened the laptop normally to use it. When I did, the open space between the slats on the hinge pulled skin on my thigh in, then tore the skin away. There were three visible lines of damaged skin on my right thigh, and one on my left.
- Model
- Surface Book M/
N 1703, 1705 - UPC
- 89842 01551
- Serial number
- 011119154757
- Bought from
- Best Buy Palisades Mall
- Bought
- Jun 1, 2016
- Where
- Nyack, New York: Home/
Apartment/ Condominium - Who was involved
- Age 23, Female
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, First Aid Received by Non-Medical Professional
-
Hurt, no treatment Made Apr 6, 2016, sent to the company Apr 14, 2016, published by CPSC Apr 28, 2016
The product, in the report: Microsoft Wireless Mouse
I have a Microsoft Wireless Mouse which uses 1 AA battery to operate. I purchased a package of 6 [REDACTED] Alkaline AA batteries less than a month ago and installed one in my computer mouse. In less than a week, the mouse stopped working. I replaced the battery with a second one from the same package, which advertises that the batteries are guaranteed for 10 years. Expiration date on this package is December, 2025. Again, within a week, the mouse stopped working. I opened the battery compartment and literally burned my fingers when I touched the battery to remove it. I got it out with a plastic screwdriver, and noticed that the case of the mouse was already warped from the heat. I placed the battery on a table because it was so hot, and it took it over 30 minutes to cool to a temperature when I could touch it. This is very frightening to me as we use [REDACTED] batteries in many, many devices in our house!
- Where
- Mount Pleasant, South Carolina: Home/
Apartment/ Condominium - Who was involved
- Age 66, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, No First Aid or Medical Attention Received
-
No one hurt Made Aug 18, 2015, sent to the company Aug 25, 2015, published by CPSC Sep 9, 2015
The product, in the report: Windows 10 software
Windows 10 was just released as a free upgrade on July 28th, 2015. After the upgrade my laptop is getting burning hot. Other users are reporting the same problem. One user measured the heat on the bottom of 248 F !! And there are reports of the outer plastic case of the laptop melting. This is a FIRE Hazard that needs immediate attention of Microsoft.
- Where
- Waterford, Connecticut: Home/
Apartment/ Condominium - Who was involved
- Age 64, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
Hurt, no treatment Made Jul 22, 2015, sent to the company Jul 30, 2015, published by CPSC Aug 13, 2015
The product, in the report: Microsoft Band - https://www.microsoft.com/microsoft-band/en-us
On December 25, 2014 I received a Microsoft Band, which is an “smart band” that also works as a fitness monitor. I wore the band on and off beginning in the new year, and had irritation/bruising on my wrist. By April the discomfort had become too much and I found myself removing the band to relieve the burning irritation. Upon removing and then inspecting the band I found that the metal surround the heartrate sensor had become discolored (almost corrosive) and had multiple pimples throughout the metal that were not there originally. I contacted Microsoft support and they stated that they had no experience with this issue, so I had sent them photographs of the product. I was surprised they had “no knowledge” of this, since there is a forum with pictures similar to my product found here, http://forums.windowscentral.com/microsoft-band/339559-microsoft-band-after-3-months-everyday-use.html . I was sent another Microsoft band to replace this first flawed model, which arrived shortly after I sent the original in on approximately April 23, 2015. By May 15, 2015 my replacement band had begun to pimple (pockmark, bubble, whatever you want to call it) on the same heartrate sensor metal. This occurred within approximately 2 1/2 weeks of use. On May 16, 2015 a service case was opened, I was told to “return the product because it is only going to get worse,” so I did as directed and returned the Microsoft Band for the second time. Shortly after returning that band I received my replacement (band #3). I wore this band sporadically for approximately 2 weeks before the first pimple appeared and sensitivity and irritation began to occur on my wrist. I contacted customer support, they requested photographs, which I sent on June 17. I was again told that this is very uncommon, but that they will send me a replacement band and extend my warranty an additional ninety days and also offer me a streaming music service for 3 months to xbox music (whoop-dee-do). So, I will be returning this third flawed band, all for the same heartrate monitor, pimpleling/irritation problem, and will move onto my fourth band as they are not offering me any alternative. I hope that you will look into this $200 product and find that more than just myself are experiencing this issue and the product will be recalled.
- Model
- Microsoft Band (Large)
- UPC
- I Don’t Know
- Serial number
- 005817744549 (one of the three)
- Bought from
- Microsoft Store
- Where
- Eldersburg, Maryland: Home/
Apartment/ Condominium - Who was involved
- Age 35, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, No First Aid or Medical Attention Received
-
No one hurt Made Jun 25, 2015, sent to the company Jul 6, 2015, published by CPSC Jul 20, 2015
The product, in the report: Microsoft Surface Pro, Tablet size Computer
Power cord to computer sparked and caught on fire
- Model
- Surface Pro 128GB
- Serial number
- 003341331053
- Bought from
- Microsoft
- Bought
- Sep 25, 2013
- Where
- Vancouver, Washington: Other Public Property/
Office - Who was involved
- Unknown
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
First aid Made Mar 11, 2015, sent to the company Mar 19, 2015, published by CPSC Apr 9, 2015
The product, in the report: Microsoft Windows RT Surface 2 Tablet, the tablet’s stand can easily flip close causing injury of the palm or fingers.
Last month, the Windows RT Surface 2 Tablet was on the table, with the back stand flip open. My 2 year old grabbed the tablet and the back stand suddenly flipped closed and pinched the inside skin of her palm, injuring her, almost peeling the skin of her palm.
Another 3 more incidents occured, different occasions, when my palm got pinched while using the tablet. The back stand can easily flipped closed.
It needs to have a more secure back stand that won’t just easily close. It is dangerous and could cause injury especially the tiny hands of children.
- Model
- Windows RT Surface 2
- Bought from
- microsoftstore.com
- Bought
- Nov 27, 2014, about then
- Where
- Las Vegas, Nevada: Home/
Apartment/ Condominium - Who was involved
- Age 2, Female
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft Windows RT Surface 2 64GB, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, First Aid Received by Non-Medical Professional
-
No one hurt Made Sep 23, 2013, sent to the company Oct 17, 2013, published by CPSC Oct 31, 2013
The product, in the report: Xbox 360 Power Supply
I purchased a replacement power supply from Xbox on September 19, 2013 for my son’s Xbox 360 console for $37.45. We received the replacement product today, September 23, 2013. My son plugged the new power supply into a wall outlet and to the device. The power supply began to burn in his hand and fell apart. He was not injured nor was any property damaged. I called Xbox customer support to report the incident. They will not replace or investigate the incident without charging me an additional $75.00.
- Model
- A10-120N1A
- Serial number
- 0C21I180871137
- Bought from
- Microsoft, Washington
- Bought
- Sep 19, 2013
- Where
- Clifton, New Jersey: Home/
Apartment/ Condominium - Who was involved
- Male
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
No one hurt Made Apr 24, 2012, sent to the company May 2, 2012, published by CPSC May 16, 2012
The product, in the report: Microsoft Xbox 360
My xbox 360 malfunctioned and I nearly burned myself after trying to get my disk. I tried to bring this up to them and they said there was nothing they could do and that I should not use it. The have failed to see how dangerous this product is. I spent hours online with them then spent more time on the phone with them. No help to fix this unsafe product that was sold to me.
- Model
- Xbox 360
- Where
- Anthem, Arizona: Home/
Apartment/ Condominium - Who was involved
- Age 18, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
First aid Made Jan 13, 2012, sent to the company Feb 29, 2012, published by CPSC Mar 14, 2012
The product, in the report: Wireless mouse
Consumer stated that she had turned on the computer and the wireless mouse was not working so she requested her 12 year old daughter to exchange it for another, however, when the child tried to remove the transceiver from the laptop, it was so hot it burnt her thumb and index finger (left) causing blisters. No medical attention was needed.
12/2011 Consumer contacted the manufacturer and was advised that they were aware of the problem and would replace the mouse.
Consumer is concerned that there has been numerous reports online about the safety hazard of this mouse yet nothing has been done to remove it from the market by the manufacturer.
- Model
- 6000
- Serial number
- 0139700692584ec
- Bought from
- Best buy, Connecticut
- Bought
- Jan 6, 2011, about then
- Where
- Southington, Connecticut: Home/
Apartment/ Condominium - Who was involved
- Age 12, Female
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft wireless mouse 6000, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, First Aid Received by Non-Medical Professional
-
No one hurt Made Dec 27, 2011, sent to the company Jan 6, 2012, published by CPSC Jan 23, 2012
The product, in the report: Wireless mobile mouse 4000 with nano receiver
I received this email from the attorney Generals office here in Iowa today I did call Microsoft today and they are shipping a new one, but from research they are all still unsafe and the new one will most likely burn also.
Our office has received and reviewed your inquiry. From the information which you provided, it seems your inquiry would be more appropriately handled by the Consumer Product Safety Commission in Washington, DC 20207. Their e-mail address is info@cpsc.gov
Thank you for writing our office.
-----Original Message----- From: [REDACTED] [mailto:[REDACTED]] Sent: Monday, December 26, 2011 5:02 PM To: AG CONSUMER Subject: AG Office Consumer Complaint Form
Below is the result of your feedback form. It was submitted by ([REDACTED]) on Monday, December 26, 2011 at 17:01:40 ------------------------------------------------------------------------ ---
name: [REDACTED]
address: [REDACTED]
city: Cedar Falls
state: IA
zipcode: 50613
homephone: [REDACTED]
age: 53
product: Microsoft Wireless Mobile mouse 4000
newused: New
datepurch: 12/2011
amtpurch: 13.95
amtpaid: 18.00
howpay: credit card
contbus: No
contatty: No
resolvefair: A product recall should be done
comments: I installed the nano receiver adapter into laptop and it totally got very hot and then failed. I am calling Microsoft tomorrow and see if I get anywhere as far as replacement. This item got as hot as a 25 watt light bulb and could easily melt or cause a fire. I did a web search and found hundreds of complaints on Microsoft forum Websites and other for the exact same reason.I am not sweating the amount paid but reading so many other complaints with no remedy from Microsoft other than shipping the same defective part out just to have it do the same thing. Very unsafe. I was mainly worried about frying my Daughters new laptop we gave her this Christmas. here are the part # X821325-011 PID # 02062-523-0913877-11004
NANO RECEIVER MODEL 1384 PART# 006WWC0123
submit: Send in the complaint
------------------------------------------------------------------------ ---
HTTP_USER_AGENT: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:8.0.1) Gecko/20100101 Firefox/8.0.1
Below is just one link to a website where many other users have had the same possible fire issue
http://answers.microsoft.com/en-us/windows/forum/windows_7-hardware/microsoft-wireless-mobile-mouse-4000-nano/5113d93f-d7ed-49ea-8206-cfedb539a9a3?page=1
- Model
- wireless mobile mouse 4000/
MODEL 1384/ - Bought from
- internet
- Bought
- Dec 11, 2011, about then
- Where
- Cedar Falls, Iowa: Home/
Apartment/ Condominium - Who was involved
- Unspecified
- The reporter’s relation to them
- Unspecified
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Incident, No Injury
-
First aid Made Nov 18, 2011, sent to the company Nov 29, 2011, published by CPSC Dec 13, 2011
The product, in the report: Microsoft Wireless Mobile Mouse (nanotransmitter)
My index finger and thumb sustained a blistering burn when removing a mouse nanotransceiver from a laptop computer USB port. The incident started when the mouse appeared to stop working (screen cursor was suddenly unresponsive to mouse movements). While troubleshooting, initially, I checked and the battery in the mouse was good (blue light on underside of mouse was also illuminated). Then (my next troubleshooting step), when I went to pull the nanotransceiver out of the laptop to switch USB ports, I was burned. It appears the nanotransceiver may be defective causing an overheat condition if left in a laptop USB port when the mouse stops working. Mouse is a Microsoft Wireless Mobile Mouse 4000 model 1383, approximately 1 year old. P/N is X821325-001 PID is 02062-623-7824815-00949. FCC ID is C3K1383
- Model
- 1383
- Serial number
- X821325
- Bought from
- Best Buy, Florida
- Bought
- Jan 26, 2010
- Where
- Las Vegas, Nevada: Home/
Apartment/ Condominium - Who was involved
- Age 36, Male
- The reporter’s relation to them
- Self
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, First Aid Received by Non-Medical Professional
-
Hurt, no treatment Made Oct 24, 2011, sent to the company Oct 31, 2011, published by CPSC Nov 15, 2011
The product, in the report: Wired computer mouse. optical, blue, microsoft.
I came in to find my 11 month old daughter choking with a wired computer mouse around her neck. Any wire or rope with a weight at the end is a serious choking hazard as it functions just like a bola, which is a primitive weapon used to entangle prey. The mouse was securely pluged into the back of the PC, brought up through a hole in the desk. My daughter had pulled it off, allowing it to dangle, and in playing with it got it wrapped and knotted around her neck. She is okay, but only because I acted quickly. Newer mice have LED lights on them to indicate on usage or styling and that just attracts kids to play with them.
In my opinion wired computer mouses should be required to have a plug at the mouse end so that the mouse would come unplugged from the cord in this situation, preventing it functioning like a bola.
- Serial number
- x0872983
- Where
- East Lansing, Michigan: Home/
Apartment/ Condominium - Who was involved
- Age 0, Female
- The reporter’s relation to them
- My Child
- As this report names them
- Brand Microsoft, made or sold by Microsoft Corporation
- How badly, in CPSC’s words
- Injury, No First Aid or Medical Attention Received
CPSC’s disclaimer
Disclaimer: CPSC does not guarantee the accuracy, completeness, or adequacy of the contents of the Publicly Available Consumer Product Safety Information Database on SaferProducts.gov, particularly with respect to information submitted by people outside of CPSC.
Word for word, from the disclaimer in CPSC’s export.
Sources
Sources
-
U.S. Consumer Product Safety Commission, SaferProducts.gov public database export.
Released Oct 25, 2026 and checked Oct 25, 2026. Updated daily. Public domain (U.S. Government work). CPSC asks to be credited, and that no endorsement be implied.
Reports of harm are from the U.S. Consumer Product Safety Commission (CPSC), on SaferProducts.gov. CPSC does not endorse Hearth Record.