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Should surface AC adapters be recalled?

Anonymous
2023-05-09T17:33:31+00:00

The acrid smell of burning plastic woke me up; it took a few seconds to register my time/space bearing after which I started unplugging everything…

The power adapter was plugged in but not connected to any device, i.e. it was not charging anything. The magnetic tip that connects to the laptop melted and deformed. Also the carpet underneath was burnt and discolored.

This is beyond a defective product. Whatever caused it is dangerous and life threatening and Microsoft should issue a recall.

Is there a way to contact Microsoft by email, chat, or phone call? When I tried online support, all I got was a service order to replace the adapter for about $100.

Anyone with similar experience?

EDIT: Removed personally identifiable information (PII) from post.

Surface | Surface Book | Power and battery

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2023-05-09T19:30:34+00:00

    Hi mike varsh,

    Thank you for reaching Microsoft Community. We're sorry to know about what happen with your Surface power supply. We take this type of concern very seriously.

    Kindly reach out our live support team to get further assistance immediately. You may reach them following the instructions below.

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-05-10T03:16:15+00:00

    Thanks Lavenia. I was finally able to chat with a support rep. unfortunately she wasn't much help. She says since my laptop is out of warranty, I just have to purchase a new adapter. She claims the adapter is not defective because it worked during the warranty period. It doesn't make sense to me because the issue did not arise as a result of wear and tear or usage. It is obvious the product is faulty. And I found a few more posts with exactly the same issue with almost identical pictures of melted charger connector.

    I expected better service from microsoft....

    2 people found this answer helpful.
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  3. Anonymous
    2023-05-22T20:11:22+00:00

    I am truly sorry for the delay in responding to this thread. And also, for the negative interaction you experienced with our assisted team. Although I wish I could help, any hardware issues are taken care of by them. We can offer you troubleshooting advice here in the community, but we are unable to provide support for any product replacements or recalls.

    I want to express my deepest apologies for any inconvenience this has given you.

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