As a global leader in the software industry, Microsoft’s hardware products are also attracting consumer attention. Recently, Microsoft tablet product Surface Pro 4 users reported to Consumer Reports that their Surface Pro 4 appeared screen flickering, jitter and other problems, even after upgrading the operating system and the corresponding drivers, the screen failure still exists.
In fact, Consumer Reports found that similar problems occurred in addition to the Surface Pro 4, there are other products in the Surface family. In May 2018, Microsoft officially issued a free switch for the Surface Pro 4. However, when some consumers say they want to replace their Surface Pro 4 for free, they find it going through a twist or turn.
On the consumer response, “Consumer Report” called Microsoft’s customer service phone, customer service staff said that has been in contact with the relevant users to carry out free exchange work. Consumer Reports also sent an interview letter to Microsoft (China) Co., Ltd., but received no response as of the time of writing.
Screen flickerj jitter affects normal use
The Surface Pro series has a long history of problems with screen flicker and jitter.
In May 2017, Mr. Zhang spent more than 6,000 yuan on a Surface Pro 4 tablet at the JD.com Mall. According to Mr. Zhang, the tablet was initially used when it noticed flickering and jittering on the screen. “It’s mainly that the screen will be streaked, and then the screen will flash and it will shake, and it will feel like there are a few layers of screen on the screen.” “
Mr. Zhang’s Surface Pro 4 screen flickers, shakes, ghosts and other issues
Mr Zhang said he initially thought he was using it inappropriately, causing the tablet to warm up and affect the screen’s operation. Later, Mr. Zhang discovered that even when used only for a short period of time and low frequency, the screen flickered, and even if the latest operating system and drivers were installed, the problem of flashing screen remained unresolved.
At the beginning of this year, the problem of screen flicker ingested was compounded by the increased use of tablet spending. Mr. Zhang said: “Now as long as the power on often see flash screen, eyes are very difficult, simply can not use normally.” “
Unusually, Mr. Wang also wanted to show to Consumer Reports that his Surface Pro 4 also had a problem with a flashing screen. Mr Wang, who bought his Surface Pro 4 in 2016, said: “This tablet is rarely used in the same way as i used it, and recently because of the outbreak, i workfrom from home, use it more frequently, and the problem with flash screen is serious.” “
Similar to Mr. Zhang’s Surface Pro 4, Mr. Wang’s tablet also flashes the screen, accompanied by stripes and screen jitter. “Although computers are still available, long flashscreens do affect work, ” says Mr Wang. “
During the interview, other anonymous Surface Pro 4 users told Consumer Reports that their tablets also had problems with screen flickering and jitter, which had affected their day-to-day work and life.
Surface Pro 4 users report flickering, ghosting issues on screen
In fact, in addition to the Surface Pro 4, as early as 2018, other products in Microsoft’s Surface line were also exposed by users to product quality problems such as screen flickering. On the petition platform, there is a collective complaint containing 64 joint posts, the main content of the Surface series has screen flicker and jitter, battery drum pack, unable to charge, Microsoft after-sales service repair and free replacement responsibility and other issues.
Group complaints about Microsoft Surface products on the complaint platform
Microsoft officials admit quality problems with products
Microsoft officials have responded to a large number of user complaints.
In May 2018, Microsoft posted a solution to the Surface Pro 4 screen flicker problem on its official website. The announcement noted that the issue of screen flickering and jitter “cannot be resolved by firmware or driver updates” and that Microsoft will replace the product free of charge for Surface Pro 4 users with three years from the date of purchase, and that products that exceed the three-year purchase period and beyond the warranty period will need to be repaired at their own expense.
Microsoft’s official website announces surface Pro 4 free change
In response to the announcement, Surface Pro 4 users told Consumer News that they had never been notified of the free change announcement. Mr Zhang said: “I was in the flash screen problem has been very serious, I found the Internet search only to see this announcement.” “
Therefore, in line with the change policy Mr. Zhang contacted Microsoft customer service staff for free change, but whether it is the online Microsoft service network, or call Microsoft’s 400 customer service phone, Mr. Zhang has repeatedly hit the wall. “The staff of the offline network said to make customer service calls to change the machine, I made customer service calls many times and no one answered. “
On the other hand, since the purchase time has been more than 3 years, Mr. Wang became one of the users in the announcement to pay for the maintenance at his own expense. “This is a pervasive quality problem, and Microsoft should recall products, not that some people can switch planes for free, and others have to pay for them out of their own pockets.” Mr. Wang told Consumer News.
In fact, in the event that neither the firmware nor the driver swashes, Microsoft officials have in effect acknowledged, through the above announcement, that there is a quality issue with the Surface Pro 4 screen, but the announcement did not change the machine free of charge for all Surface Pro 4 users who experienced a problem. There was also no mention of other Surface product users experiencing similar problems. In addition to this announcement, Microsoft has not issued a recall announcement in the Chinese market, which will inevitably cause consumers to question.
According to official information, the Surface Pro 4 was released in October 2015. Users who have made a successful free change said the replacement Surface Pro 4 was using another vendor’s screen and that the issue of screen flicker and jitter was resolved. As a result, some consumers have speculated that the splash screen problem may be caused by a quality issue with the product son from the screen vendor. The new Surface Pro, which went on sale two years after the Surface Pro was launched, has also been replaced by a screen vendor.
The screen vendor for the new Surface Pro has been replaced compared to the Surface Pro 4
As of this time, Microsoft’s official marketplace is still officially certified renovation surface Pro 4 is on sale, with prices ranging from $4,048 to $10,979.
Microsoft’s official mall still has a refurbished Surface Pro 4 on sale
On Microsoft user complaints, “Consumer Reports” dialed Microsoft’s 400 customer service phone, customer service staff said that has begun to contact Mr. Zhang and other related users to deal with free change. In addition, to learn more about why Surface products appear screen flicker and jitter, Microsoft will recall the problem products and other issues, Consumer Reports sent an interview letter to Microsoft (China) Co., Ltd., but as of the time of writing did not receive any response.
Guo Xiaoming, a former court judge and well-known legal blogger, told Consumer Reports that if the flash screen failure is indeed a quality problem for the product itself, microsoft should provide a “three-pack” service in accordance with the relevant laws. In addition, according to the “mini-computer commodity repair and replacement of the return liability provisions” related provisions, the validity of the three-pack from the date of the invoice, the laptop three-pack valid for “the whole machine for 1 year, the main parts for 2 years”, Microsoft set up three years of free exchange time essentially in line with the law.
Guo Xiaoming pointed out that, unlike car recall, China’s current laws and regulations for computer product recall is not perfect, and the general product recall is premised on defects and endangering the safety of people and property, in this case, Microsoft in accordance with Chinese law recall products are not large possibilities and operational, Consumers can continue to communicate with Microsoft to resolve the issue.