Microsoft is replacing some Surface Pro 4 units that failed following firmware update

Microsoft is replacing some Surface Pro 4 units that failed following firmware update
July 26th is a date that some Surface Pro 4 owners will never forget. For on that date, a firmware update disseminated by Microsoft froze the touchscreen on a number of Surface Pro 4 tablets. The initial complaint, lodged on a Microsoft community web page, complains that while functions related to the keyboard and pad do work, allowing the user to scroll and zoom, there is no reaction on the screen to a touch.

Other problems mentioned in the post include the inability to turn on the device except with a very long press on the power button, restarts that take much longer than they used to, expanding use of the tablet's fan, and more. Microsoft said back in August, and reiterated in September, that it was actively investigating the situation. There were over 600 responses to the initial complaint.

But now it appears that some Surface Pro 4 users have been able to get replacements for their tablets, even if the warranty has expired. It is suggested that if you need to speak to Microsoft about this issue, ask for a manager on the first call and once you are connected with one, mention the Microsoft community web page that we previously alluded to. In addition, it will probably help if you tell the manager about the posts from other Surface Pro 4 owners who received a replacement unit from the company. Two of these can be found here and here.

Remember that this issue with the Surface Pro 4's touchscreen is related to an update that Microsoft sent. Even if you gave up and spent out of a pocket for a new tablet, it might be worth the time to give the company a call.

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



1. dmdzordilla

Posts: 60; Member since: Jul 31, 2018

How about if i got it pre-owned without the receipt

2. Jrod99

Posts: 778; Member since: Jan 15, 2016

How does a Surface Go compare to a iPad ? Air 2 that is.

3. buccob

Posts: 2980; Member since: Jun 19, 2012

different type of use.... In my opinion any type of Surface device in its current state are mediocre tablets... But they are great laptops. When I say "mediocre" I mean that they cannot compete with an iPad when it comes to playing games, using the whole interface as an only touch software. However it all depends on how you intend to use it... I am absolutely fine using my Surface Book for what it is (a laptop that can turn into a tablet for short moments to do specific tasks)... As a laptop, my Surface Book is the best device I have ever owned (even with its quirks, mostly related to Windows 10)... As a tablet, it allows me to watch Netflix, YouTube, local Movies, comfortably in my bed... it is also great for drawing, sketching and illustrating in general... And I also love reading articles vertically with its 3:2 aspect ratio that I would never trade for 16:9 or 16:10. I also had a Surface Pro 3 for a year before giving it to my mother... and while she is an illustrator (pen and paper that is) she mostly use it as a laptop. She also has an iPad Air for tablet comfort (better battery life and touch apps). The kickstand is phenomenal, it is definitely something that should be standard with every tablet. In conclusion, it really depends on what you are going to do with it and how you use your devices... I am an engineer that needs a powerful laptop and only occasionally a tablet, and I love converging devices..... On the other hand, my mom loves her iPad and I bet she wouldn't mind having a "normal" laptop as well... but she got the Surface Pro 3 from me because I thought she might use the drawing abilities... At the end of the day, she still needs a computer besides having her iPad, sadly they are really not laptop replacement still.

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