09-15-2017 10:57 AM
38 12
  1. netwirejohn's Avatar
    It ended up being a refurbished unit that they gave me. I wasn't too happy about that either since I was forcing that the device be a new unit. I also noticed the same behavior when shutting it down they keyboard stays lit for about 30 seconds if you press a key. I'm uncertain however if it makes any difference as I haven't tested it.
    02-26-2017 08:28 PM
  2. netwirejohn's Avatar
    I just wanted to give an update. So after I received the refurbished replacement device, it also exhibited the same issues. After fighting with Microsoft they claimed that the replacement they gave me was also defective, even though they ensured me that the devices they send out are tested and flashed with the latest drivers and firmware. Any case I requested multiple times to speak with their escalations team which failed to reach out to me and they were insisting to have the device replaced again. I told them I wanted them to replace it at the store since I did not want to wait over a week again for a replacement. Finally got to the store today and they've swapped it with a brand new one after fighting them about giving me a refurbished unit again.

    Hopefully I get to test this again and see what happens. If it happens again I'm convinced its firmware/hardware related.
    03-03-2017 07:52 PM
  3. netwirejohn's Avatar
    So the keyboard backlight after shutdown is due to Fast Boot being enabled. It appears that before the Surface Book shuts down it puts the Surface Book in a quasi-hybrid hibernation mode, which causes the backlight on the keyboard to stay active for a while before completely shutting down. Turning off Fast Boot which I originally thought would help fix the issue, sadly did not. I contacted Microsoft Support again to please have them escalate my issue to a Team Lead as this is the 3rd replacement with the same problem.


    Clearly you can see the discharge in the snippet of the report. The windows battery meter shows 96% for battery #1 .

    Last edited by netwirejohn; 03-05-2017 at 05:38 PM.
    03-05-2017 03:52 PM
  4. netwirejohn's Avatar
    So wanted to provide another update. My latest test has the 3/8/17 firmware applied. I've separate the keyboard base from the tablet/clipboard and it's been observed that the battery loss is in the tablet/clipboard itself. The keyboard base stayed at 100%. The clipboard was at 97%. My support case has also been escalated with Microsoft.
    03-10-2017 09:06 AM
  5. netwirejohn's Avatar
    I'm surprised no one has chimed in about this issue. I've been getting nonsense info from Microsoft support and basically giving me no recourse. I'm demanding for a refund or a different model that works. This Microsoft support case has been opened for close to a month without resolution.
    03-17-2017 07:41 PM
  6. netwirejohn's Avatar
    I wanted to provide an update as to where we stand. I overnighted my documentation which included a Notice of Dispute and letter of my experience and finally got a call back from Global Escalations on 3/24. They are currently ordering a device to their Redmond, WA headquarters for testing and will provide me an update as to where we stand. The problem still continues with a 2-4% loss every 24 hours.
    03-28-2017 04:39 PM
  7. Dush Ku's Avatar
    I remember at first launch battery was an issue. Then early the next year they came out with an update that really helped things and most of the year the battery was great. I noticed after an update last Oct 2016 that the battery started draining more. Anyone else experience that time frame?
    03-28-2017 09:02 PM
  8. netwirejohn's Avatar
    So the last update from global escalations was that the test unit they used also exhibited the same issue. Their tech team is not certain why it drains the battery, however because it is within specification of loss (they told me it had to be 10% or more) they will not look into the issue. The escalations rep did say he was going to send me the unit he was working with to decide if the one I have or his is any better but I think the results will be the same regardless. He will follow up with me but also will speak to his management team as to if I don't decide to keep either of them what would be the next step.
    04-07-2017 03:39 PM
  9. netwirejohn's Avatar
    So finally returned the Surface Book back in the mail and went to the physical store to get my Microsoft Complete refunded. All in all this was the worse experience I've had with hardware especially with Microsoft. I think I'll be sticking to OEM hardware than Microsoft's devices moving forward.
    04-19-2017 01:13 PM
  10. Dush Ku's Avatar
    this is especially frustrating just after the Surface Laptop reveal said if you put it in sleep it will not drain one bit of battery.
    05-09-2017 08:00 PM
  11. torbach1's Avatar
    So finally returned the Surface Book back in the mail and went to the physical store to get my Microsoft Complete refunded. All in all this was the worse experience I've had with hardware especially with Microsoft. I think I'll be sticking to OEM hardware than Microsoft's devices moving forward.
    I'm seeing similar issues, and numerous others. I got my Surface Book 2nd hand and it has a Best Buy Geek Squad warranty. I'm taking it in today to have it looked at, but they said it would be at least 2 weeks. Not sure how I'm supposed to leave my machine with them for 2 weeks. Overall, very disappointed with the Surface Book. Everyone raves about it being the best Windows laptop around. If this is the best, that's a sad statement.

    FWIW, I've also had significant bluetooth issues with the Surface Bluetooth keyboard, and Surface Bluetooth Arc Mouse. I've resolved those, but not through support. I did that after spending about 6 hours trying to figure out what could be causing the issues, when support calls to both MS and Geek Squad couldn't resolve the issues.
    05-16-2017 01:45 PM
  12. miraidave's Avatar
    I wanted to bump this thread because I am having the same issues with my Surface Book and am considering using my Microsoft Complete warranty for a replacement. However, according to netwirejohn, he's had his Surface Book replaced 3 times with the same issue. I was wondering if this was a common occurrence or a design flaw with the powered latch. Before trying to send my SB in, I figured I would ask if anyone else, beside the couple that has responded to this thread, has this issue.
    07-31-2017 11:38 AM
  13. orlbuckeye's Avatar
    I've had 2 Surface Book and never had a problem with either.
    09-15-2017 10:57 AM
38 12

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