Safety Policies/Procedures - Microsoft Surface Laptop 3 Removal Manual

Safety Policies/Procedures

Microsoft's field product safety program team is referred to as the Rapid Response Team (RRT). All device issues that
may be safety related should be managed per the following instructions.
As a quick guide, any Microsoft Surface device that visually exhibits any of the following symptoms shall be
immediately removed from the replacement process and delivered to your Variance Manager or IT Support
Professional for notification to Microsoft RRT:
1. Any burned or melted components, traces or plastic parts on the outside of the device, or which otherwise
exhibits heat damage, including charring seen in charging ports; and/or
2. Any burned or melted components, traces or plastic parts on the inside of the device, or which otherwise
exhibits heat damage; and/or
3. Any accessories exhibiting melting or heat damage that are included with the Microsoft device, such as
power supplies, keyboards, mice, cables, charging connectors, etc.
4. Any devices that exhibit a case that has separated apart or opened for reasons other than customer abuse
(e.g., impact damage from dropping, evidence of tampering, separation caused by a malfunctioning battery).
5. Any other finding that may constitute a safety hazard to the customer, such as sharp edges on plastics.
The Variance Manager or IT Support Professional must send an email with pictures showing the damage to
MSSafety@microsoft.com
· The model and serial number of the affected Microsoft Surface device and/or accessory(ies).
· The SR (Service Request) Number that the device was received under.
· A brief description of the damage found.
· Clear photographs depicting the symptoms observed.
The Variance Manager or IT Support Specialist must await instructions from Microsoft Product Safety RRT for the
affected unit before continuing with activities or returning the device to the end user.
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within 24 hours of device receipt. Your email should include:
X22-19688-01