This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Yesterday, after only two weeks of use, the touch Surface Pro 3 screen refused. I don't know what to do because refusal happened owing to emergence of a crack on glass. However I don't consider emergence of a crack as a consequence of misuse of the device.
Chronicle of events following. The device normally worked in a tablet mode about half an hour in the morning, then requested installation of updatings after which obligatory reset was required. All this time I actively used the Internet browser in a mode of the tablet, any deviations in operation of the screen didn't notice.
After reset it was difficult for me to enter into system (I enter according to the image on the screen), movements of fingers or not at once caused reaction on the screen, or didn't cause it at all. Repeated reset didn't solve this problem, however at the time of the reset I noticed on absolutely black screen as it seemed to me first a hair. In attempt to shake a hair (then it was no more than 2-3 cm long) it appeared that it is a screen microcrack.
The most awful began further, the crack began by itself grow and quickly to increase in length. In 2-3 minutes it already borrowed 2/3 on height of the screen and the touch screen ceased to work. Still in a few minutes the crack crossed all screen.
Now the device very badly works only in a laptop mode (with the connected keyboard). Bad work is caused by that constantly the screen independently imitates pressing (on the screen it is visible as a trace from a short touch) that leads to independent opening of appendices, etc.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Hello Cirho,
I'm sorry to hear that your screen cracked when you were picking it up. I'll answer your question.
You should reach out to our Assisted Support team to discuss your options for replacing your device. They can answer any and all questions you may have regarding warranty. You can contact them here.
Let us know if you have any other questions or issues.
Best Wishes,
Zack_T
Hi BoBikOX,
Thank you very much for your post regarding the crack on the screen of the Surface Pro 3. I saw the picture of the screen - I'm very sorry that this happened, and I completely understand your frustration caused by the crack, as the device now only works, badly, in a laptop mode.
Have you reached out to the Surface support team yet? If not, I'd highly suggest you do so as soon as possible. It is best to contact them regarding physical damage on the device.
Again, thank you for your post, and best of luck!
apjmd,
Thanks for taking the time and providing us with an update on the outcome of the situation you've experienced.
We're glad to hear everything is now resolved for you.
there aren't any authorized repair places. Microsoft does not repair, they replace. others with cracked screens have not been able to obtain warranty replacements but some have been able to get a refurb exchange at some cost to them. Contact support https://www.microsoft.com/surface/en-us/support/contact-us
On Sat, 19 Sep 2015 21:04:24 +0000, AP_870 wrote:
>> I know I can try to get a refund from the seller, but I'd rather get a replacement or something instead.
what seller on Amazon?
You REALLY need to get a refund. Besides the fact that it was an Enterprise
device, it probably isn't eligible for in warranty replacement and the cost out
of warranty is probably more than you paid for it. Microsoft does NOT repair,
ever. They only replace. and sometimes the replacements are pretty bad.
If you REALLY want a refurb
http://www.microsoftstore.com/store/msusa/en_US/list/Refurbished/categoryID.69403300
__________________________________________________________________________________________________
Barb
Windows Experience MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
On Sat, 18 Jul 2015 04:38:29 +0000, tuck229 wrote:
>>Bottom right corner crackled glass and very faint hairline crack that stretches out a few inches. My wife had it in her purse today, which was knocked off wherever she had it setting. I contacted support and was quoted $320-400 to replace the screen .
>>
>>
>>
>>At first, I thought the tablet was working normally minus touchscreen responsiveness. Now, I notice it doing weird things, like the mouse jumping to the top of the screen randomly or a browser window resizing itself for no reason or .web browser switching to a different open tab. Now I'm wondering if I am better off not sending it in for repair, or can this weird stuff be the result of screen damage? I don't have $ to be tossing away. Honestly, the damage is so minimal I was using the tablet 5-10 minutes before seeing it and figuring out that was the issue. The kicker is I was just about to exchange for a replacement under warranty because it had developed the yellow line on the screen.
First, Microsoft does not repair, they will exchange or a refurbished tablet
(and it may not be a good one).
Second, yes, a cracked screen could impact the touch circuitry and cause touch
events like you describe.
Third, you should exchange it (even if you have to exchange several times to get
a good working tablet).
Sorry about the negativity on the exchange process, but reading the experiences
here, it's best to completely check any replacement you receive.
__________________________________________________________________________________________________
Barb
Windows Experience MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
When you send in for warranty exchange or repair, you would receive a refurb replacement. You would not get your broken SP back with a new screen.
Hello IbrahimHadi,
Sorry to hear that. Please reach out to supportfor assistance.
On Tue, 17 Mar 2015 02:45:11 +0000, RebecaMatos wrote:
>>How can I possibly fix it in Brazil? I am quite disappointed that Microsoft does not offer support in my country.
Unfortunately, this is the risk of buying in a supported location for use in a
non supported location. You might be able to find a friend or relative in a
supported location who can handle the exchange for you.
__________________________________________________________________________________________________
Barb
Windows Entertainment and Connected Home MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
On Mon, 19 Jan 2015 03:35:31 +0000, PS123C wrote:
>>um the thing is i broke my surface pro 3 LCD and I don't know what to do right now... and i was wondering how much will it cost to repair it?
Contact support at http://www.microsoft.com/surface/en-us/support/contact-us
__________________________________________________________________________________________________
Barb
Windows Entertainment and Connected Home MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
On Wed, 31 Dec 2014 08:25:24 +0000, angelicachao wrote:
>>I fell off the stairs, and my surface dropped. I didn't notice the cracks until around 3 o'clock in the afternoon.
>>
>>The bottom right part of my screen cracked into pieces, the left part of my screen is still responding, but the other side is not even responding when I use the mouse.
>>
>> I don't know what to do. How much will the repairing cost, and is this kind of accident is in the warranty?
no, this is not covered under warranty.
in most cases that I've heard, rather than repair, the unit is replaced for
damage like this. I don't know how much this will cost, but it is not cheap.
is an interesting thread that talks about the cost for the older original
Surface Pro.
You need to contact http://www.microsoft.com/surface/support/contact-us/
__________________________________________________________________________________________________
Barb
Windows Entertainment and Connected Home MVP
My Blog - http://digitalmediaphile.com/
Please mark as answered if this answers your question
Hi Phùng Quang Anh,
Thank you very much for reaching out to the Surface Community! I am sorry to hear that the screen of your replacement device is broken. I would like to guide you to the appropriate support team.
Since this is a physical issue (broken screen), please contact Assisted Support. They will be able to further assist you and answer your question regarding the cost of getting the device replaced.
Best of luck to you, and thanks again for taking the time to contact the Community.
Hello d.oSB
Thanks for reaching out to us. Sorry to hear that your Surface Pro 3 screen was broken on the way to Singapore.
As of this time, Surface Pro 3 is not available for purchase in Singapore, though it will be soon. Do know that Support follow availability. You can reach out to Support, but they will likely not be able to assist you directly until launch occurs locally. You can reach them Here or Here.
Best regards
Before I get to my story Ill start by saying I am severally pissed off with Microsoft's service right now. The people I talk to and chat with are as nice as can be but that is their job. Its who ever is making the decisions are their service facilities I have issues with. On to the story.
So I get my awesome Surface Pro 3 in mid April this year, love it, was everything I wanted and wished it could be. Fast forward to earlier this month. My wife I and take the kids to Orlando to bring them to Universal Studios. We head into the park for the day while leaving my Surface behind in its case, in perfect shape and no issues. Spend the day in the park, get in the car and hop on the highway to head home. I open up my Surface to the shock of seeing my screen was cracked from the top, left of the camera down to the bottom, I was not a happy muggle. It was like someone had ripped my heart out, I was that devastated. I have treated it with so much care, never dropped it or banged it or anything so I was beyond shocked to see that. Contacting support was my next step.
Contacted Surface, gentleman I spoke with was understanding and said that because it was caused from something I didn't do they would warranty it out. Sent me service request number, shipped it out and waited patiently for its return.
Boy was I shocked when that moment finally arrived. I open up the packaged to find the broken one I sent it along with a later pretty much stating it was caused by something I had done and they were not going to fix it as well as voided the warranty. This is completely not true and im honestly upset because they are not trying to pawn this off on me. But that wasnt the end of it.
Not only did they send me back the original one I sent in to get fixed, they send it back in worse shape than when I sent it in. I turn it on to find the image on the screen bounce around sporadically like it was hopped up on sugar, not cool. It finally stopped and that is when I noticed the touch function started having issues on the right side of the screen (after I saw the crack the touch function worked on the right side but not the left). But that is not all. I look my Surface over and notice the back of it looked like someone had rubbed it over sandpaper. It has been scratched up beyond belief and was dirty. I was disgusted and furious at that point.
Contacted support twice yesterday and now am waiting to hear a response but fear I will have to send it back only to get it back again with a letter telling me they will not fix it even though I the issues it is having are caused but something I didnt do. Here are pictures. I also have video of it acting all crazy as well.
Link to the video
https://www.flickr.com/gp/sperdutophotos/9XZCu6
