I received a phone call from a client the other day. She complained that the USB mouse she was using with her laptop had stopped working. I went through the normal series of diagnostic questions:
- Did you remove it and plug it back in?
- Did you shut down Windows and restart your laptop?
- Did you try it in another USB port?
She replied “yes” to all of these questions. She also told me that the transceiver – the part that actually plugs into the laptop – had gotten extremely hot.
That surprised me, because I would not expect the transceiver to get very hot. Nevertheless, I believed that it was defective and had died. I suggested that if she was going to Staples any time soon, she could pick up a new one. A quick look at their web site confirmed this was not an inexpensive purchase; replacing this mouse would cost $39.99 plus tax.
Obviously undeterred by this set back, my client did what most people would not. She called Microsoft! She spoke with a customer service representative who acknowledged the problem and offered a free replacement. When she called me back later in the day, extremely pleased with her exploits, I was quite surprised.
At that point, I took some time to research the issue with more care, and it is quite prevalent. The mouse works for a while, the transceiver becomes extremely hot, the circuits inside melt, and the wireless mouse no longer works. While Microsoft has not issued a recall for this product, it has established a policy of free replacements for which it provides a three-year warranty.
So, if you happen to have a Microsoft Wireless Mobile Mouse 4000 (Model D5D-00001) and it stops working, you don’t have to call me. You can call Microsoft at 800-933-4750, and don’t worry; this call center is located in Canada. Have your mouse handy when you call them. They will need the Product ID (PID) from the bottom.
Did this information help you? Please let me know!