Nightmare Surface Pro 4 - Phantom touch

Three months ago, I bought a Microsoft Surface Pro 4 from Amazon, a brand new Surface Pro 4.

After buying this Surface Pro 4, my job have been being effected a lot, and I think Microsoft should stop selling this kind of terrible laptop/tablet, recall all Surface Pro 4 they had sold, and they should test their products more carefully before sell it.

My first Surface Pro 4 got dead touchscreen issue after a few week. The touch function didnt work totally after that, and I had to use it as a laptop. I tried many ways to resolved the problem, but it did not work, even reset to the factory mode.

The battery of the device then stopped working too (plug-in, not charging), and it immediately turns off when I unplug the charge cable.

I had contacted Microsoft Support Team in the USA, they asked me to return my SP4, then they would sent me a replacement. I had to spend 120USD for two-way shipping (Vietnam - USA), because they sent me a free shipping FeDex label use for US domestic only, and I'm living in Vietnam.

I have just received the new Surface Pro 4 yesterday. But I'm very dissappointed, this second SP4 is a another faulty device, it has "phantom" touch problem. This happened right after I started the device for the first time, it's automatically touch the screen by itself every few minutes, at the same place (about 4cm on the right of the screen center). I have to disable touch drivers if I want to use this device.

Yesterday, I contacted to Microsoft Support Team again, they tried to remote control my device, used some tool to fix it, but it's not work. They asked me to reset the device. I did, but the issue still occurs. I can't understand that why they did not check the quality of this replacement before sending. I'm sorry to say that Microsoft is trying to defraud me.

They have no any solution for my case, so they asked me to contact Microsoft Support Team in Singapore for a replacement again.

This morning, I contacted Microsoft Support Team in Singapore. Singapore Team told me that they could not send me a replacement because I'm living in Vietnam. They asked me to give them an address in Singapore that they can send a new replacement, or I have to fly to Singapore. Oh my God!!! Of course I denied, I dont want to spend any cent for this nightmare device!!! That's enough.

Singapore Team gave me another solution, that I must send my device to US again, then they will refund, but they told me they were not sure how much I would receive.

After talking with Singapore Team, I contact to US Team again (just 1 hour ago), but USA Team denied to process any refunds (even Singapore Team promised), the only solution they offer that is I have to return this nightmare device to US again!!!!!!!!!!!!!!!!

AAAAAAA.... Crazy!!!!!!

Be aware if you are thinking about buying a Microsoft Surface. Take my experience as a costly lession.

Please, anybody here know how to resolve the phantom touch issue? (((( I dont want to spend another 120USD to send this nightmare device to the US again.

 

"Be aware if you are thinking about buying a Microsoft Surface. Take my experience as a costly lession."

Be aware that ANY technical item can become a problem. We have a whole load of Surface devices where I work and, touch wood, they've been pretty damn good. I wish you well in your endeavour to find a solution. There are millions of people that are happy with their Surface Pro device so please, as you've experienced problems, it won't be the same for everyone else.


P.s. A machine that's straight out of the box NEEDS to be updated with all Windows Updates.

 

Phantom touches issue is very common in this product, you can search it. Thousands are crying out there. No ANY technical item can be the cause, because it happen when I use in my room or oudoor, with or without type cover.

 

If you dont believe, you should see this page: https://answers.microsoft.com/en-us...me-place/2174f41f-8fe1-4a57-ac56-ca198c567192

 

Then return it for a refund. Move on with life perhaps?

 

I'd try a hard reset after applying latest updates. If it persists, maybe you can ask for a replacement or refund. I know, I sound like a tech support guy doing a diagnostic, but sometimes a HR can resolve firmware and SW issues.

 

The posts you are referring to are mostly from 2015. The Phantom clicks were an early issue that was resoloved by a firmware update I believe. The current Pro 4s are mature devices with very few systemic problems.