Channelnomics Europe reports that Microsoft will publicly issue a statement on the recall on Friday. After discovering that hundreds of thousands of power cords shipped with its premium range of thousand-dollar tablets could cause a fire, the company will be urging customers to order a free replacement and dispose of their original unit as soon as possible.
The chargers shipped with all Surface Pro, Surface Pro 2 and Surface Pro 3 models sold before July 15, 2015. The Windows RT-based Surface and Surface 2 are not believed to be affected and neither is the more recent Surface 3, a lower-end version of the tablet aimed more at consumers.
Microsoft has discovered that the adapters can overheat if tightly packed for a long period of time, such as when stowed in a laptop bag or travelling case. Winding the cord tightly, twisting it and pinching it causes damage that could create excessive heat and pose a fire hazard.
Microsoft confirmed it will be recalling the adapters. It told Channelnomics: “As a result of damage caused by AC power cords being wound too tightly, twisted or pinched over an extended period of time, a very small proportion of Surface Pro customers have reported issues with their AC power cord. We will be releasing details of how customers can obtain a free replacement cable shortly.”
The company has not commented on the exact nature of the “issues” experienced by customers. There have been no widespread media reports of the Surface Pro bursting into flames while charging but posts on Microsoft’s support forums indicate some users have had trouble with the adapter.
One owner of a Surface Pro 2 claimed the power brick began sparking and smelling “like burnt dust” after the tablet was plugged into charge. Sparks began to fly from the wire, leaving it visibly burned when unplugged from the wall.
Replies to the post suggest other customers have had similar problems. Some attributed the cause to a power cord that has been weakened by bending in August 2014, well over a year ago.
Several users note that the charger failed to operate correctly in the days before it caught fire. Surface Pro owners having difficulty charging their tablet would be well advised to cease using it entirely until Microsoft starts accepting requests for replacement chargers.
The company is reportedly building a website that will let customers order a new charger under the recall scheme. It’s likely the process will be entirely automated as it is with other Surface support services on the Microsoft website. Having a Surface Pro device linked to a Microsoft account should be enough to get a new power cord shipped out.
The issue puts a black mark on Microsoft’s otherwise successful Surface Pro. Although the recall does not affect the latest Surface Pro 4, its predecessor, the Pro 3, has been credited as the device responsible for turning around the company’s flagging hardware department. Microsoft is expected to start contacting owners of the Surface Pro, Surface Pro 2 and Surface Pro 3 within the next few days.
