Creating the best products and experiences for our customers is our top priority. We have heard your feedback and after careful examination, have determined that a small percentage of Surface Pro 4 devices are exhibiting what we refer to as a "scramble." Note that this issue cannot be addressed with a firmware or driver update. To support customers affected by this specific symptom, we will replace eligible Surface Pro 4 devices for a total of three years from the date of purchase, free of charge, for scramble issues only. This offer does not change or impact any warranty on the product.
What is a "scramble"?
If your Surface Pro 4 is exhibiting a scramble, here's the type of thing you'll see:
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The Surface display image on the screen appears to shift either horizontally or vertically very quickly. It may seem fuzzy and there may be overlapping image duplication.
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The duplicate images can also appear static and combined or interlaced.
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Touching the screen may temporarily mitigate the issues described above.
Confirmation of a scramble and replacement process
First, ensure that you have installed all the latest Surface and Windows Updates. Surface and Windows updates are designed to keep your device running in an optimal state. If the scrambling persists on the screen with all current updates installed, please see if your Surface is elegible for replacement. The agent will ask you some questions and walk you through some steps to confirm that your Surface 4 Pro is exhibiting a scramble. These steps may include the following:
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Go to Windows > Power > Shutdown.
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Once the device is shut down, press and hold the volume up button, and single press the power button.
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The device will boot to the Surface logo, and you should see spinning dots. After the Surface logo, the device should boot to UEFI.
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If you still see the scramble when the device boots to UEFI, this confirms that your device is exhibiting a scramble. If you don't see the scramble when the device boots to UEFI, the symptom is not a scramble.
Once an agent has helped you verify that your device is exhibiting a scramble and is eligible for replacement, you'll need to prepare your Surface for service. We'll ship you a replacement device as soon as we receive your existing device. Typically, it will take 6-8 business days for you to receive an exchange device from the date that you ship your current device back to us.
How can I tell if my Surface is eligible for replacement?
The eligibility period on eligible Surface Pro 4 devices for the scramble symptom is three years from the date of purchase.
Check your warranty status online by visiting https://support.microsoft.com/devices, signing in with your Microsoft account, and selecting your device. If you haven’t registered your device, select Register new device.
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If your device is still in-warranty, you may create a service order online at https://support.microsoft.com/devices
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If your device is out-of-warranty but within 3 years of the date of purchase, please complete the Surface Pro 4 replacement request form to work with a Surface Support Advocate.
Additional Information
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Only Surface Pro 4 devices, of any configuration, are covered under this program.
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This offer is specifically about the symptom of “screen scramble,” though it may be referred to as “flicker.” We define flicker as a different set of symptoms.
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This offer is extended to both consumers and commercial customers.
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This program does not apply to devices damage caused by:
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use with products not sold or licensed by Microsoft
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any external cause (for example, by being dropped, exposed to liquid, or used with inadequate ventilation)
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a repair done by anyone other than Microsoft or an authorized retailer or reseller.
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The extension of a free replacement is applicable only for the Surface Pro 4 devices that are experiencing a scrambled screen as appropriately qualified by the agents. If the device is not qualified for replacement and /or for other repair needs, customers will continue to receive service under their existing Limited Warranty support or Microsoft Complete.
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Microsoft provides replacement devices which are refurbished to the defined quality standards.
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Customers who have already paid an out-of-warranty fee to repair a scrambled screen issue will be offered a refund and should contact Customer Support for validation.
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For customers in Australia or New Zealand: This warranty is given in addition to other rights and remedies you may have under law that cannot be excluded, including your consumer guarantee rights and remedies under the Australian Consumer Law or NZ Consumer Guarantees Act. Nothing here limits or changes those rights and remedies. To learn more about your rights under the Australian Consumer Law, please review the information at https://aka.ms/acl.
