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5 posts

Wannabe Geek


# 177849 16-Aug-2015 12:29
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Hi Everyone,

Long time forum reader, first time poster! 

Exactly two weeks ago I purchase a Surface 3 tablet. The Surface 3 was to meet my requirements of a computer that is capable of acting as a laptop/desktop when required but could be used as a tablet. Based on the advertising (and countless reviews/benchmarks) my expectations were 8-9 hours of web browsing in Tablet mode (in 8.1 that means running IE Metro) and 5-6 running windows 8.1 in desktop with word/excel (as an example). I unfortunately didn't have that experience. 

When browsing the web, on 45% brightness I would be lucky to get 4-5 hours. This browsing didn't include video playback and was done in IE Metro with the keyboard detached. Running a browser (IE metro) and word or excel would give me 3-4 hours battery. 

I tried upgrading to Windows 10 to see if that would improve things, but it made it a lot worse. Running Battery Monitor by Passmark would show my surface during browsing consuming 6-7Wh.

I tried returning it to JB HiFi today sadly they didn't believe me, even though we did a test using Windows 8.1 with only 2 tabs in the Metro Browser at 45% brightness with BattMon showing 4 hr battery life from full charge. 

Is this normal? I understand Windows 10 may have driver issues and be buggy, but 8.1 is a mature OS and based on the advertising I should expect better results. If this is the norm then the Surface doesn't meet my requirements as I do need great battery life. 

Thanks for reading!

Jon 

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gzt

10862 posts

Uber Geek


  # 1367422 16-Aug-2015 14:07
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A) JB agree with you that a 4-5 hour battery life is below expectations?
B), but they do not agree that your machine only gets 4-5 hour?

They are obligated to take that machine in and test it to see if there is an issue. It is strange they did not.


gzt

10862 posts

Uber Geek


  # 1367425 16-Aug-2015 14:10
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With your browsing did you actually run it until you got a shutdown warning?

BTW - Welcome to Geekzone!

 
 
 
 




5 posts

Wannabe Geek


  # 1367426 16-Aug-2015 14:13
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gzt: A) JB agree with you that a 4-5 hour battery life is below expectations?
B), but they do not agree that your machine only gets 4-5 hour?

They are obligated to take that machine in and test it to see if there is an issue. It is strange they did not.



Hi, thank you for your reply!

The guy said I had to send it to Microsoft for testing. From my experience in retail (and this is going back to my student days at EBgames ~2009), we used to take back faulty product and simply give the customer a replacement if it was within the first 30 days. Outside of that time frame the customer had to deal with the manufacturer. 

In the end I agreed to send it back to Microsoft via JB for testing.





5 posts

Wannabe Geek


  # 1367449 16-Aug-2015 14:29
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gzt: With your browsing did you actually run it until you got a shutdown warning?

BTW - Welcome to Geekzone!


Thank you :)

Yes, ran it down to 5%.

929 posts

Ultimate Geek
Inactive user


  # 1367489 16-Aug-2015 15:23
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I wonder what the obf (out of box failure) is on Microsoft products I would have assumed it would be 14-30 days for replacement as apposed to repair.



5 posts

Wannabe Geek


  # 1367658 16-Aug-2015 21:48
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Stan: I wonder what the obf (out of box failure) is on Microsoft products I would have assumed it would be 14-30 days for replacement as apposed to repair.


My thoughts exactly. I am hoping a Microsoft rep surfs these forums. But from my experience at EBgames, Microsoft does provide a 30 day replacement period.

And I gave them a demonstration in the shop. I won't be shopping at JB again that's for sure.



gzt

10862 posts

Uber Geek


  # 1367664 16-Aug-2015 22:03
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How long did they advise for turnaround?

 
 
 
 


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Trusted

  # 1367670 16-Aug-2015 22:50
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I've had my Surface 3 for about 3 months now.  Typical battery consumption when browsing the web with IE Metro version, Facebook app, using Mail app is about 10% per hour.  When using Desktop mode with Firefox it is a bit more but still no more than 15%.  Meaning I get 10 hours with Metro apps or about 7 hours in Desktop mode.  This is with keyboard plugged in along with 128GB Micro SD card, 50% display brightness and Bluetooth active.

Sounds like there is definitely something wrong with your Surface so I hope Microsoft will sort it out quickly for you.





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Microsoft

  # 1367715 17-Aug-2015 08:07
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you can access Surface support on 0800 800 004 or myservice.surface.com

you can initiate a swap out from there

if you had bought from a Commercial reseller like Acquire, Cyclone, Datacom, Insight, Laptop Company, PB Tech, Spark Digital as well as having access to the Pro Windows license you can get the 64/4 model but also get advanced exchange (you get sent new one and you have 30 days to send faulty device back)

I'm not sure what the JB Hifi policies are, but if you're not getting anywhere yell out and I can let their account manager know



5 posts

Wannabe Geek


  # 1367726 17-Aug-2015 08:46
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nathan: you can access Surface support on 0800 800 004 or myservice.surface.com

you can initiate a swap out from there

if you had bought from a Commercial reseller like Acquire, Cyclone, Datacom, Insight, Laptop Company, PB Tech, Spark Digital as well as having access to the Pro Windows license you can get the 64/4 model but also get advanced exchange (you get sent new one and you have 30 days to send faulty device back)

I'm not sure what the JB Hifi policies are, but if you're not getting anywhere yell out and I can let their account manager know


Hi Nathan,

Thank you for taking the time to reply.

JB currently have the my Surface and are going to contact Microsoft. Do you think I should contact the 0800 number now or wait? Thanks for your help.

It's a great device battery issues aside. 

 

Jon 

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