Microsoft has finally launched an official replacement program for its Surface Pro 4 users. The company also acknowledged that there the issue of screen flickering issue that has been plaguing some users “cannot be addressed with a firmware or driver update”. According to the official announcement post on Microsoft Support website, the company added that users with eligible Surface Pro 4 can apply for replacement “for up to three years from the date of purchase”. Microsoft added that it will provide a refurbished Surface Pro 4 or equivalent device in exchange and this extends to both the retail consumers as well as corporate customers.
The company pointed out that before applying for the replacement, users should ensure that all the latest Windows Updates are applied on the Surface Pro 4 device. If the issue persists after all the updates have been installed, then the affected customers can contact Microsoft Support. Then a support agent will determine if the device is eligible for replacement, after which the user needs to prepare their Surface Pro 4 for service.
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The preparation includes syncing and backing up all files and removing all accessories attached to the device. Microsoft will ship the replacement device as soon as it receives the existing device. The company points out that the replacement process will take about 5-8 business days which means about 1-1.5 weeks. The support page adds that this program does not include any devices with external damage or where the repair has been done by a third party.
Microsoft has also announced a refund program for users who have already paid to get their screen repaired. These users can contact Customer Support to apply for the refund. This issue is well documented as The Verge reported adding that some users even tried to put their devices in a freezer to temporarily fix the issue.