Microsoft apologizes for frustrating Surface Book and Surface Pro 4 owners

Microsoft apologizes for frustrating Surface Book and Surface Pro 4 owners
On Friday, the Microsoft Surface Team posted "A Note to Our Customers" on the Microsoft Communities website. Written by Josh_F, the message apologized to those "who've had a less-than-perfect experience" with the Surface Book and the Surface Pro 4. The Surface team is "sorry for any frustration this has caused."

The message goes on to add that Microsoft has already sent out a number of updates via Windows Update, and is working on pushing out more in order to improve the user experience for both new Surface devices.  Earlier last month, an update was sent out to fix a problem that led the display to flicker on both models.

Another problem results in the Surface Book and Surface Pro 4 failing to achieve a deep enough sleep while in standby. As a result, users of both devices are shocked to discover that when they arrive at a destination after spending some time traveling, the battery on their Surface Book or Surface Pro 4 is nearly dead. Microsoft has said that a fix for the problem will be pushed out early next year.

In the meantime, Windows Central has posted a workaround. Use Cortana to search for Power Options, and click on the second choice for Control Panel. Click on 'Choose what closing the lid does.' Replace Sleep with Hibernate for both plugged in and battery. If using the Surface Pro 4 sans keyboard, make the same change to 'When I press the power button.' Hit Save Changes, and you should see a major improvement.

If that doesn't help, you need to make sure that you don't have your Surface Book or Surface Pro 4 set to never sleep. Right click on the battery icon and tap on Power Options. To the right of the "Balanced" power plan, click on 'Change plan settings.' Set the time you want the screen to go to sleep when it is not being used on battery, and when plugged in. Any time will be okay, just as long as you make sure that you don't have it set for 'Never.'

Until Microsoft sends out the update, these are viable solutions for your Surface Book and Surface Pro 4's sleeping problems.

source: Microsoft via WindowsCentral

Related phones

Surface Pro 4
  • Display 12.3" 2736 x 1824 pixels
  • Camera 8 MP / 5 MP front
  • Processor Intel Core-i7
  • Storage 1000 GB




Posts: 120; Member since: Sep 30, 2015

Lol I didn't see that one coming, actually I didn't even know of those issues

3. NoToFanboys

Posts: 3231; Member since: Oct 03, 2015

Wait for the haters, they'll give you more details.

44. techperson211

Posts: 1280; Member since: Feb 27, 2014

At least Microsoft is quick to admit this one. Not like fruity who always come up with excuses such as the customers fault.

2. Piyath_ale

Posts: 79; Member since: Nov 02, 2015


4. iusshpandeh

Posts: 250; Member since: Jul 23, 2014

I have SP4 i5 8 GB version, 4 days old, and battery life is better than my old SP3! I usually get ~6 hrs mixed usage!

5. Piyath_ale

Posts: 79; Member since: Nov 02, 2015

Nice move

6. bubbadoes

Posts: 1225; Member since: May 03, 2012

thats Windows for you!

32. 87186

Posts: 312; Member since: Aug 01, 2014

what? you mean issuing a statement and apologizing for a less than perfect experience? or the part where they didn't place blame on the user..?

8. joey_sfb

Posts: 6794; Member since: Mar 29, 2012

Pretty strange uncommon bug.

11. nctx77

Posts: 2540; Member since: Sep 03, 2013

This thing is way too expensive. If you're going to use this thing as a computer, the i5 version with keyboard is a must. That's almost $1600 with tax added. You might as well just buy a regular $600 Windows laptop and a iPad mini. The surface products just don't have the apps and are way overpriced for a Windows product.

13. bur60

Posts: 981; Member since: Jul 07, 2014

They are overpriced, so are Apple devices.. But apps? It runs full flexed windows.

15. nctx77

Posts: 2540; Member since: Sep 03, 2013

It doesn't matter if it runs full Windows apps if your using it as a tablet 90 percent of the time. And there lies the problem. It's not a great tablet. You only get 6~ hours of battery and minimal tablet apps. As I said above, you are better off getting a dedicated Windows laptop and an iPad mini while saving yourself $600 bucks.

16. combatmedic870

Posts: 986; Member since: Sep 02, 2015

Well nct... Your not the target audience for the surface book. People looking to replace their laptop with this, aren't looking at $600 laptops either way. They will more be looking at a mac book air.

18. bur60

Posts: 981; Member since: Jul 07, 2014

I think that you see yourself as the audience. The surface tabs are the opposite, a lot of people use it as a laptop. Windows itself works very good as a tablet os. Used it on my sp3., as a tablet that is.

21. elitewolverine

Posts: 5192; Member since: Oct 28, 2013

Full apps matter. This is not a limited 7in screen. at 13.5 inches, you can do tons with it. We use a 13in laptop all day (200 buck one) to do full sql type stuff on the fly

20. cripton805

Posts: 1485; Member since: Mar 18, 2012

It does both. Laptop and Tablet. But it's more oriented for professional use. Tablets are geared toward casual users that are not likely to spend that much on a "tablet" anyway. And it has bluetooth. You can use any keyboard, mouse, different stand and use it as a desktop if you wanted to. Take it on the go when you need to. I have a laptop / tablet hybrid for school with Windows 10 and I love it.

39. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

What? Are you blind? I paid $999 for three i5/4GB,128GB. And I paid $125 for the type cover on Amazon. I actually paid $997 on Amazon and Microsoft wanted $999. I used my free Prime 2 day shipping. I have no regrets. With tax I spent less than $1200. So you are wrong

41. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

Now I see you were taking about the Surface Book. $1600 still isn't bad for a device as power or more powerful when you use the dock.

14. jeroome86

Posts: 2314; Member since: Apr 12, 2012

Once I got a Air 2. Put the iPad 3 up. Month later said what the hell. I know it's dead so hit the home button and wow. 35 percent charge. Awesome.

17. ricardojcmc

Posts: 10; Member since: May 20, 2015


19. guest

Posts: 372; Member since: Jun 13, 2012

So what you are saying is that the ipad is great at doing nothing. I hear you. That's why I use my Cube i7 more now. Just checked and my ipad air still has 100% charge from the other day.

22. AlikMalix unregistered

I dont understand: So Apple apologizes for the maps, fixes it fast, and provides another option like Google Maps --- "Apple is a failure". MS apologizes for screwed up, provides a workaround that may not work, and promises something NEXT year ---- "good move Microsoft"? Why the double-standard?

23. elitewolverine

Posts: 5192; Member since: Oct 28, 2013

maps was hardly fixed took long enough that there was enough jokes to fly around. Not so much with the surface line. It has been barely a month...imagine that...just over a month.

26. AlikMalix unregistered

To be really honest, I, nor anyone I know (hundreds of people that own iPhones out here) had any problems with Apple Maps from beginning... it was people in Australia and what-have-you that had issues (and no common sense, obviously). And I blame Google for some of it - they were gonna start charging users for using Step-by-step navigation directions on Google Maps (but it's their software if they want to charge they could), But apple had to make their own apps really fast to avoid charges for its users - so that was pretty good on their behalf. On top of the fact that there was an alternative to Apple Maps right away... But you missed my points: 1. Apple DID apologize and haters are ridiculing Apple for it 2. MS DID apologize and everyone's are NOT ridiculing MS for it

29. roscuthiii

Posts: 2383; Member since: Jul 18, 2010

Well, Alik... it's kinda like this: People make much ado about Apple's sheep & haters, but really, the MS sheep and haters are on are a whole different level. For a while we all lost sight of that because of MS's lack of presence in mobile for a few years. Luckily, with Microsoft having some meaningful products back in the field we can all be reminded just how insane the MS love/hate camps really are. Just look how quickly it devolved into spiteful insults in the commentary above.

31. elitewolverine

Posts: 5192; Member since: Oct 28, 2013

Did you miss the last decade? MS is filled with ridicule on the web

36. Napalm_3nema

Posts: 2236; Member since: Jun 14, 2013

Yes, but MSFT was also the first prolific astroturfer on the web, so no sympathy there.

45. AlikMalix unregistered

I'm not talking about the web, because according to that most people on forums and around the web like apple... just talking to users here on PA...

57. elitewolverine

Posts: 5192; Member since: Oct 28, 2013

Do you miss the hate MS gets here as well? seriously almost every single post about any MS product has it, except maybe the surface because it is just so good.

35. 87186

Posts: 312; Member since: Aug 01, 2014

well considering Apple tends to place blame on the users and not their product...

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