01-01-2015 03:29 PM
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  1. rysliv's Avatar
    Ever since I got my surface pro 3, the day it was released, I've faced numerous issues. Pen issues, Wifi, type cover problems. And now, more recently, the screen. Of course, updates have fixed most of my problems, but there is just one thing that you can't easily fix, hardware issues. My surface came slightly warped, so the device actually caves inward slightly at the top. Now, the edges of the screen glow a faint green, and the left portion of my display is hindered with an annoying band of discolored pixels, colored a light orange on what is supposed to be a white.

    I don't know what is happening, but my surface is slowly degrading in quality, and now I am actually starting to regret that I even bought this $1300 tablet.
    12-10-2014 02:03 AM
  2. Laura Knotek's Avatar
    Have you contacted Microsoft and requested a repair or replacement?
    ven07, Pete and jmshub like this.
    12-10-2014 02:04 AM
  3. Pete's Avatar
    Yes, if there's a hardware issue, then get it sorted out through warranty; that's what it's there for. With any luck, a replacement device might have slightly updated chips that could resolve other issues.
    12-10-2014 02:07 AM
  4. RichardBurt's Avatar
    My surface came slightly warped, so the device actually caves inward slightly at the top. Now, the edges of the screen glow a faint green, and the left portion of my display is hindered with an annoying band of discolored pixels, colored a light orange on what is supposed to be a white.
    When you say the Surface "came slightly warped" do you mean it was like that when you bought it or it has warped *since* then? The warping will be the cause of the screen discolouration that you are seeing.
    12-10-2014 02:20 AM
  5. rysliv's Avatar
    When you say the Surface "came slightly warped" do you mean it was like that when you bought it or it has warped *since* then? The warping will be the cause of the screen discolouration that you are seeing.
    I didn't notice it at first, but my surface did indeed come out of the box warped. I first noticed it when I saw the glass at the top of the device (near the front camera) wasn't flush with the magnesium chassis like the remaining three sides of the device were. I do occasionally carry it around, but I doubt that this warping could be a result of my own usage, I never put it under any physical strain that might cause bending.

    I am certainly interested in sending it in, but I am not very clear of how the whole process works.
    Laura Knotek likes this.
    12-10-2014 02:35 AM
  6. Pete's Avatar
    I am certainly interested in sending it in, but I am not very clear of how the whole process works.
    Go here

    Contact Microsoft Answer Desk for Surface

    (you may need to change the region for your own location)

    Probably a good idea to have a web chat with a support guy who will then point you at the relevant resources and procedure for a return.
    ven07, banger696 and Laura Knotek like this.
    12-10-2014 03:08 AM
  7. Adam_ation's Avatar
    Get a replacement, i used the warranty service thing on their website, they pay for postage and all you need to do is wrap it up well (not in its original box and without the pen/powerbrick), didn't have to speak to anyone and had a brand new surface infront of me within a week of sending my original SP3 back. Overall i found the process extremely simple and second to none - Adam
    jmshub, Jazmac, banger696 and 1 others like this.
    12-10-2014 06:38 AM
  8. rysliv's Avatar
    I'm just a bit concerned whether it will pass the inspection stage once it gets to Microsoft. The screen is being affected by this curving at the top of the device, but the curve is only slightly noticeable, it becomes more noticeable when you place a straight edge across the top or vertically across the back side. I just don't know what happens if your device is sent in and doesn't pass. I guess I'm worrying too much.
    12-10-2014 01:23 PM
  9. Adam_ation's Avatar
    The device i sent back worked flawlessly, the screen was also flawless but the glass on the screen bulged out at the top about 1mm causing the front cam to be off centre from the cutout hole in the black bezel as seen here... img_4182.jpg

    As above they replaced it without question. I think if it doesn't pass for a free repair you have to reinburse them the delivery charge and get your unit back or pay both the delivery charge and repair fee and get a new unit back - Adam
    ven07, kekos and xandros9 like this.
    12-10-2014 01:35 PM
  10. rysliv's Avatar
    The device i sent back worked flawlessly, the screen was also flawless but the glass on the screen bulged out at the top about 1mm causing the front cam to be off centre from the cutout hole in the black bezel as seen here... Click image for larger version. 

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    As above they replaced it without question. I think if it doesn't pass for a free repair you have to reinburse them the delivery charge and get your unit back or pay both the delivery charge and repair fee and get a new unit back - Adam
    Mine looks exactly like that, but I've also noticed this:
    capture.jpg
    wp_20141210_002.jpg
    Last edited by rysliv; 12-10-2014 at 04:39 PM.
    12-10-2014 04:29 PM
  11. tapehead's Avatar
    My only question is why you didn't replace it when you realized upon opening the box that the thing was messed up. Maybe the shiny-new-toy high got you to overlook it, but now Microsoft might have cause to say that you did it since you've been living with it for so long.
    Laura Knotek likes this.
    12-11-2014 02:01 AM
  12. Adam_ation's Avatar
    Click image for larger version. 

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    That looks a bit worse than mine did, you have the exact same problem as mine did and im guessing its something to do with the glue. Providing you have not got any obvious drop damage on the corners they will replace it no doubt!. Mine also had a slight bow on the back much less than yours but i didnt even mention that as i felt it didnt really warrant a replacement.

    To convince you even more, they even replaced mine and I had bought mine in the USA, taken it back home to the UK and sent in the service request over a month after i had bought the product. I also didn't notice until some time down the road into owning the device - Adam
    banger696 likes this.
    12-11-2014 07:26 AM
  13. rysliv's Avatar
    My only question is why you didn't replace it when you realized upon opening the box that the thing was messed up. Maybe the shiny-new-toy high got you to overlook it, but now Microsoft might have cause to say that you did it since you've been living with it for so long.

    Well, its something that I didn't notice first off, I was too excited to turn the thing on than to inspect its physical condition. I am sending mine in with hope of a replacement device. I do wish that I had noticed it earlier and sent it in. There isn't really any damage to corners or anything that could suggest that I caused this. I dont think this could've been a result of carrying it in a bag, the bottom of the device is perfectly straight, the top is totally the opposite.
    12-11-2014 09:40 AM
  14. rysliv's Avatar
    Becoming a bit concerned since my surface has a tiny scratch on the back of it as well, and I might just get the same damn device back.
    12-11-2014 01:39 PM
  15. SPS828's Avatar
    I think they all come warped because I've had two SP3s (one original, and one replaced) and they both were warped at the top.

    Posted via the Windows Phone Central App for Android
    12-11-2014 01:53 PM
  16. Mahdi Ghiasi's Avatar
    Actually, it seems that the plastic part on the top of SP3 is not flat. It's a bit curved.

    In surfaceforums, many people had this, and it might be by design. not defect.

    However, anything other than that is not normal and you should ask for replacement. Especially if the metal body or the screen is curved.
    12-11-2014 02:11 PM
  17. rysliv's Avatar
    I don't think they are all warped, I've seen some that aren't, I've heard that machining the metal as thin as it is can cause it to buckle (warp or bend).
    12-11-2014 02:29 PM
  18. Adam_ation's Avatar
    Who gives a damn hoot about any of the warping! your fricken screen is hanging off a good 1.5mm at the top! send it back - Adam
    rysliv and kekos like this.
    12-11-2014 02:43 PM
  19. Pablo Sormi's Avatar
    I looked at mine after Your post...
    Mine screen is a 1mm of the body in one point at the top of the screen also.
    Maybe it is because of the heat....the glue wears off?
    12-12-2014 03:20 AM
  20. rysliv's Avatar
    I looked at mine after Your post...
    Mine screen is a 1mm of the body in one point at the top of the screen also.
    Maybe it is because of the heat....the glue wears off?

    Quite possible, but it was just getting a lot worse over time for me.
    12-12-2014 03:23 AM
  21. Cage Ata's Avatar
    Huh the surface bends... Did you happen to keep it in your pocket?
    12-12-2014 03:47 AM
  22. Boss Fight's Avatar
    I looked at mine after Your post...
    Mine screen is a 1mm of the body in one point at the top of the screen also.
    Maybe it is because of the heat....the glue wears off?
    I doubt its the heat. I put mine under heavy load for semi-long periods (Adobe Premiere and Photoshop open at the same time + rendering) sometimes I game on it. The fan is at full blast and I've had zero issues with glue melting. I bought at launch.
    12-13-2014 04:38 PM
  23. spasell's Avatar
    WOW..Guess I am NOT going crazy after all.

    I had my SP3 closed but with the back facing up at me. I had my hand on the back and was rubbing it across the back to clean it when I noticed this "unevenness" or Warped back to it. I never noticed it before, but I do now. If you have it open with the keyboard cover, the warping for mine is on the back upper right side. Ripples when you move your hand down it.

    Now, I have many issues with mine, but not anything to do with the screen. My original device had yellow banding on the left side. Replaced it and went away.

    I just think the thing that really is terrible is that we pay $1300 for this device. I was fully willing to pay that price, and over time, I have come to regret my decision.

    I was going to sign off on a PO to order 28 of these for our field sales people but pulled back on it and let them keep their Mac's for now. Just don't trust these and I don't want to lose credibility with my staff.
    12-17-2014 10:31 AM
  24. jlzimmerman's Avatar
    WOW..Guess I am NOT going crazy after all.

    I had my SP3 closed but with the back facing up at me. I had my hand on the back and was rubbing it across the back to clean it when I noticed this "unevenness" or Warped back to it. I never noticed it before, but I do now. If you have it open with the keyboard cover, the warping for mine is on the back upper right side. Ripples when you move your hand down it.

    Now, I have many issues with mine, but not anything to do with the screen. My original device had yellow banding on the left side. Replaced it and went away.

    I just think the thing that really is terrible is that we pay $1300 for this device. I was fully willing to pay that price, and over time, I have come to regret my decision.

    I was going to sign off on a PO to order 28 of these for our field sales people but pulled back on it and let them keep their Mac's for now. Just don't trust these and I don't want to lose credibility with my staff.
    Have you notified MS or made a claim? You should if you have not. Your message may also carry more weight considering your authority to purchase more, or rather the authority to deny an order based on your experience with the product.
    12-17-2014 10:45 AM
  25. spasell's Avatar
    Have you notified MS or made a claim? You should if you have not. Your message may also carry more weight considering your authority to purchase more, or rather the authority to deny an order based on your experience with the product.
    Unfortunately I do not trust that if I return this one I will get a working SP3 or one that doesn't have additional issues. All I have is the warped back, and the screen is fine. Not sure if warped relates to software issues but I highly doubt it.

    And if they were to take it back, it would be my second time doing so, and at this point, if I have to do it a 3rd time I wouldn't recommend it to my company at all.

    If I, in my current company, provide my customer with a product that needed to be returned, we'd get the benefit of the doubt the FIRST time. But multiple times? You lose credibility. MS lost credibility with me and I don't want the same thing to happen to my employees.
    12-17-2014 11:00 AM
38 12

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