Hey Microsoft!!! Fix your Surface Book before it dies!

[AbsoluteZerow]

I appreciate the positive response, I really do!
So far, its been working wonderfully and I am more than elated. I've had one blue screen but it was my own fault. I was watching a vid on the Windows 10 Netflix app and I detached the screen with the intention of flipping it around while watching shows in bed. This resulted in a blue screen. I'm assuming this was due to a video already and me trying to detach it? Either or, this is the only problem I've encountered. In contrast to my initial experience 3-4 months ago, this is night and day BETTER.

 

[zerospace-net]

I appreciate the positive response, I really do!
So far, its been working wonderfully and I am more than elated. I've had one blue screen but it was my own fault. I was watching a vid on the Windows 10 Netflix app and I detached the screen with the intention of flipping it around while watching shows in bed. This resulted in a blue screen. I'm assuming this was due to a video already and me trying to detach it? Either or, this is the only problem I've encountered. In contrast to my initial experience 3-4 months ago, this is night and day BETTER.

Glad to hear your experience is better now than it was. It makes me consider wiping my SB and starting over, since my experience currently is night and day WORSE than my day 1 experience. *sigh*

 

[Dush Ku]

Got mine at the end of October. Just this morning is the first time it's turned on and gotten hot while supposedly asleep. It's totally up to date.
What is going on...

 

[AbsoluteZerow]

Just reporting back. 17 days now with the new Surface Book and I haven't had any issues. It's been working flawlessly. No battery drain that I can notice, battery life seems great. No flickering, no display crashing, no track pad issues, its been a great experience so far.

 

[zerospace-net]

Just reporting back. 17 days now with the new Surface Book and I haven't had any issues. It's been working flawlessly. No battery drain that I can notice, battery life seems great. No flickering, no display crashing, no track pad issues, its been a great experience so far.

Glad your experience has improved... mine, however, is 180 degrees the other way at this point. My SB is a complete piece of useless crap that won't sleep right, hibernation causes the camera not to work & detaching to become slow (and the detach application to not know that the clipboard is detached), among other issues.

 

[baydude]

I would still keep both USB Recovery Image and Win10 ISO handy just in case...

 

[zerospace-net]

I would still keep both USB Recovery Image and Win10 ISO handy just in case...

Indeed. I keep thinking about doing a clean install on mine just to see if that helps with the issues.

 

[Randall Bateman]

512GB SSD, 16GB RAM, i7, nvidia SB bought February. Working OK, with the typical glitches noted by others (drivers, no sleep mode, etc.) but still ok after March driver updates.

Now with 0% battery I can't unplug it without it shutting off. 0% battery not charging for Battery 1, while Battery 2 is 100% not charging.
Called, spent hours with Microsoft support going through software fixes. I found a battery report and showed the battery has less than half of normal capacity. They send me a replacement, which had dirt (I'm not kidding) on the outside and lint on screen and keyboard and couldn't login because of 'Administrator lock' on the replacement computer.

Is there a site that tracks the numbers of defective computers that are produced (similar to Tesla order tracking sites)? I'd be happy to enter my production date, serial number and see how many are duds. Can't rely on the typical sources (engadget, PCmag, etc.) which seem to be advertising outlets to sell more systems with shallow reviews of shiny features, no in depth or long term assessment of reliability. Seems this would be very useful for those of us tired of playing the roulette game of buying new systems. Some of us just need it to work.

 

[BryanMahendra]

Wow, at a top end model too; and I thought the sleep issue is corrected at the April update. @Randall Bateman, may I ask what is the Battery 1 and 2 (which) one is the tablet and which is base? I just wanted to know what part is replace-able on warranty (or was it all of it).

If there is such website for defected Surfaces, that'll be great for analysis. I think there is a complaint box on Windows 10 but no public eye could see it.

If anybody else could jump in to help my question, that'll be great too.

 

[1nick]

I personally think there should be a lawsuit. I purchased mine with great excitement the day after the release and spent over $2000. There were problems immediately, but like a dope, I trusted Microsoft when I called in. They kept saying there would be a fix, so I did not return it. I kept thinking, this is their flagship device, they would not drop the ball on it, it would be suicide. Boy was I wrong. They promised me clear past the time I could return it. Then they had the nerve to say I could send it in for a refurbished device. I was boiling! Over 2 grand for a referb! Microsoft had to have known about all these problems before release and they released it anyway. They did not fix their problems and will not stand behind their products. I personally think we should all get together and let them eat their false product. If a car manufacturer sells a defective car they have a recall or get sued. This is not petty cash for a lot of us. This is not a cheep computer by any standard, and they have a LOT of our cash in their pocket. They get to keep it and simply say, here is a referb with troubles for your troubles. Thanks Microsoft, you are quality!

 

[TwoZule]

I finally relented and and exchanged my book. It fixed my battery life and most issues with the exception of the camera and track-pad. The camera appears to have been fixed on one of the last updates. Now I only have track-pad issues. Tap and double tap only intermittently only works on the left side. It will track around the whole pad just not register taping. I had the same issue with my last one so I don't think its hardware. Sometimes I can triple tap and it brings it back.
This is my last remaining frustration. (other than I should have read that there was not USB on the tablet)

Am I alone on the track pad issues?

 

[zerospace-net]

I finally relented and and exchanged my book. It fixed my battery life and most issues with the exception of the camera and track-pad. The camera appears to have been fixed on one of the last updates. Now I only have track-pad issues. Tap and double tap only intermittently only works on the left side. It will track around the whole pad just not register taping. I had the same issue with my last one so I don't think its hardware. Sometimes I can triple tap and it brings it back.
This is my last remaining frustration. (other than I should have read that there was not USB on the tablet)

Am I alone on the track pad issues?

I hardly ever use the track pad, so I honestly wouldn't know if I have this problem or not. I prefer the touchscreen to the trackpad most of the time ...

 

[spasell]

I personally think there should be a lawsuit. I purchased mine with great excitement the day after the release and spent over $2000. There were problems immediately, but like a dope, I trusted Microsoft when I called in. They kept saying there would be a fix, so I did not return it. I kept thinking, this is their flagship device, they would not drop the ball on it, it would be suicide. Boy was I wrong. They promised me clear past the time I could return it. Then they had the nerve to say I could send it in for a refurbished device. I was boiling! Over 2 grand for a referb! Microsoft had to have known about all these problems before release and they released it anyway. They did not fix their problems and will not stand behind their products. I personally think we should all get together and let them eat their false product. If a car manufacturer sells a defective car they have a recall or get sued. This is not petty cash for a lot of us. This is not a cheep computer by any standard, and they have a LOT of our cash in their pocket. They get to keep it and simply say, here is a referb with troubles for your troubles. Thanks Microsoft, you are quality!

100% agree with this.

My issue is that when I move the screen back and forth, the keyboard is unresponsive for 10-15 seconds. I have cleaned the connectors, tried everything. NO FIX

Tired of this BS

 

[zerospace-net]

I personally think there should be a lawsuit. I purchased mine with great excitement the day after the release and spent over $2000. There were problems immediately, but like a dope, I trusted Microsoft when I called in. They kept saying there would be a fix, so I did not return it. I kept thinking, this is their flagship device, they would not drop the ball on it, it would be suicide. Boy was I wrong. They promised me clear past the time I could return it. Then they had the nerve to say I could send it in for a refurbished device. I was boiling! Over 2 grand for a referb! Microsoft had to have known about all these problems before release and they released it anyway. They did not fix their problems and will not stand behind their products. I personally think we should all get together and let them eat their false product. If a car manufacturer sells a defective car they have a recall or get sued. This is not petty cash for a lot of us. This is not a cheep computer by any standard, and they have a LOT of our cash in their pocket. They get to keep it and simply say, here is a referb with troubles for your troubles. Thanks Microsoft, you are quality!

You had me until you got angry about them sending refurbs as replacements... this is standard industry practice. Period. MS is NOT the only one who does this (Samsung, Apple, etc all do as well). However, if you want a new replacement, take your device to an MS store. If they have them, they'll exchange your defective device with a new one.

 

[lewinr]

My issue is that when I move the screen back and forth, the keyboard is unresponsive for 10-15 seconds. I have cleaned the connectors, tried everything.

same problem here. and as I tend to use the SB on the go in trains and cars, the screen ends up wobbling alot and it is very frustrating.

 

[ytrewq]

I personally think there should be a lawsuit. I purchased mine with great excitement the day after the release and spent over $2000. There were problems immediately, but like a dope, I trusted Microsoft when I called in. They kept saying there would be a fix, so I did not return it. I kept thinking, this is their flagship device, they would not drop the ball on it, it would be suicide. Boy was I wrong. They promised me clear past the time I could return it. Then they had the nerve to say I could send it in for a refurbished device. I was boiling! Over 2 grand for a referb! Microsoft had to have known about all these problems before release and they released it anyway. They did not fix their problems and will not stand behind their products. I personally think we should all get together and let them eat their false product. If a car manufacturer sells a defective car they have a recall or get sued. This is not petty cash for a lot of us. This is not a cheep computer by any standard, and they have a LOT of our cash in their pocket. They get to keep it and simply say, here is a referb with troubles for your troubles. Thanks Microsoft, you are quality!

If they offered you another unit (a refurb, as is the industry custom), and you refused, then you have only yourself to blame for whatever problems you had from that point forward.

Mine has been working flawlessly since the last updates. So it is not true that there is something inherently wrong with the device.

 

[zerospace-net]

If they offered you another unit (a refurb, as is the industry custom), and you refused, then you have only yourself to blame for whatever problems you had from that point forward.

Mine has been working flawlessly since the last updates. So it is not true that there is something inherently wrong with the device.

Generally, I 100% agree with this. Although, I find it interesting that the only device I have issues with post-Windows & driver updates is the Surface Book (and not any of my other Win10 machines). SB definitely still has driver issues that need to be addressed, but as of now, they no longer severely impact device usage (hooray!). The lone exception may be the sleep shut down bug which for me, still happens occasionally, but now much much less frequently than before. I'm now actually very pleased with the Surface Book overall, and can finally say that I would tentatively recommend it to others if they already have an interest in the device.

 

[orlbuckeye]

I had my Surface book stolen and recovered. I was given a check for what I paid for it from the father of the guy that stole it. When recovered it woulndn't start up and the guy said he poured water on it because he thought it might have a tracking component. I went to the MS store and purchased the new one (it was 150.00 off) and I took the the damaged one with me just to see what they said the tech looked at it and said there is no signs of water damage and told me to create a case at MS and they should replace it. I created a case and they sent me a shipping label in email. I shipped it to Texas and friday last week I got an email that it was inspected and a replacement will be processed and shipped. I don't think they even open them up. I received the shipped one Wednesday.

 

[zerospace-net]

I had my Surface book stolen and recovered. I was given a check for what I paid for it from the father of the guy that stole it. When recovered it woulndn't start up and the guy said he poured water on it because he thought it might have a tracking component. I went to the MS store and purchased the new one (it was 150.00 off) and I took the the damaged one with me just to see what they said the tech looked at it and said there is no signs of water damage and told me to create a case at MS and they should replace it. I created a case and they sent me a shipping label in email. I shipped it to Texas and friday last week I got an email that it was inspected and a replacement will be processed and shipped. I don't think they even open them up. I received the shipped one Wednesday.

Wow... that's one heck of a story (and amazing that they replaced it, woo!). I'm curious how the replacement one is doing? Quirkier than your original? Same?

 

[DrunkasaurusRex]

I had my Surface book stolen and recovered. I was given a check for what I paid for it from the father of the guy that stole it. When recovered it woulndn't start up and the guy said he poured water on it because he thought it might have a tracking component. I went to the MS store and purchased the new one (it was 150.00 off) and I took the the damaged one with me just to see what they said the tech looked at it and said there is no signs of water damage and told me to create a case at MS and they should replace it. I created a case and they sent me a shipping label in email. I shipped it to Texas and friday last week I got an email that it was inspected and a replacement will be processed and shipped. I don't think they even open them up. I received the shipped one Wednesday.

I know this will sound weird but your story is fascinating to me! How did you find out that it was stolen and under what circumstances? And how did you contact the dad? Why did the son admit to pouring water on it and why was the father so quick to write a check instead of pressing charges? I'm seriously just asking, I'm not questioning your story. I've had extensive experience with drug addicts and know of many similar stories. Something very similar happened to my 1st gen iPhone.