Microsoft Partners Unconcerned By Surface Pro Power Cable Recall

Microsoft will recall several power cables of its older Surface Pro models due to overheating concerns, the Redmond, Wash.-based company confirmed to CRN Wednesday.

While some Microsoft partners have heard from customers about problems with the Surface Pro power cables, they told CRN that they are not concerned and are pleased with Microsoft's measures in spearheading the recall.

"We have actually had a client that has had troubles with their power supply recently and have seen the concerns that Microsoft speaks of in the recall," said Robby Hill, president and CEO of HillSouth, a Florence, S.C.-based Microsoft partner. "I think it speaks to how difficult entering the hardware market can be, and I applaud Microsoft for doing this voluntarily and not as part of some lawsuit or government regulation."

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According to Microsoft, the power cord recall will impact cables from models that were sold in the U.S. before March 2015, including the Surface Pro, Surface Pro 2 and Surface Pro 3. This does not include the Surface Pro 4, which was released in late October.

A Microsoft spokesperson told CRN that the recall is global and that a "very small proportion" of users have complained of issues with their accessories.

"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," the spokesperson said in an email.

Jay Gordon, vice president of sales at Plano, Texas-based Microsoft partner Enterprise Mobile, said that with highly portable devices like the Surface Pro tablets, it is crucial for customers to have a durable power cable.

"We applaud Microsoft for being proactive in the replacement of power cables that may have an overheating issue. It is … important for Microsoft and all OEMs to manufacture power cables that are capable of being wrapped tightly and bent for devices, such as the Surface, that are designed for portability," said Gordon. "Most consumers tightly wrap the cable around the power block and place it into their bag for transport which, in some cases, is resulting in unexpected cable wear and compromise that is likely causing the potential issue."

Michael Goldstein, president and CEO of LAN Infotech, a Fort Lauderdale, Fla.-based Surface Pro reseller, said he has not received any complaints from customers about the power cables. "I don't see it as a big deal. … I have a Surface Pro 2 and 3 which I use all the time and have not faced this problem," he said.

Details of how customers can obtain a free replacement cable will be released "shortly," according to the Microsoft spokesperson.