Screen Cracked Without Being Used: Surface Book 2

Dear Crest_Z

Thank you for your response. The laptop/screen was not dropped, knocked or even used. It was closed gently and when I opened it up the next day it has a substantial crack across the screen. I find it very hard to believe that this is the first you are hearing of it, as the links below list hundreds of users who have experienced the exact same issue. Please do view these links and comments. 

https://www.reddit.com/r/Surface/comments/7wcwi9/surface_book_2_screen_crack/ Comments list many users with same cracked screen fault.

https://www.youtube.com/watch?v=_GWq-9md6BY Comments list many users with similar experience.

https://www.surfaceforums.net/threads/screen-cracked.18920/

https://www.youtube.com/watch?v=HiKUwl_iLDI Comments list many users with same problem.

Microsoft needs to acknowledge that this device has a major issue. We, the users, have all paid premium price for a laptop that was advertised as high-end... Meant to be a sturdy workhorse. However in my case, as in many others, there is absolutely no reason (nothing that we could have done differently) that the glass cracked. Please acknowledge this because we are not making it up.

My tech support plan expires on 28 March 2020 (Manufacturer warranty in tact until end 2020) so this needs to be resolved timeously. I called Microsoft support today and waited on hold for about 80 minutes. I still have not been helped.

Absolutely agree with the customer. I have the same issue. I use my surfacebook at home and it sits on my desk. I close it before going to sleep. Out of nowhere the screen cracked. It sounds absolutely ridiculous that this is the first time they heard about this issue...

Hi 

I have had exactly the same issue.  I purchased my Surface Book 2 laptop approx 3 months ago, and use the laptop in a desk with a docking station.  

Closing the PC on the desk and then coming back to re-open it, I have found really small hairline crack in the screen.  There seem to be 2 cracks originating near the camera, which would be the pressure point where I open the screen with my thumb.

I have laptops for work for over 15 years as an auditor, opening and closing regularly each day and have never damaged a screen in this way.  

The current response from Microsoft is that physical damage is not covered by the warranty.  They have also stated that this is not known issue and they have not been made aware of previous cases.  Based on this thread and various posts online this appears to be factually incorrect.

Can anyone who managed to resolve this with Microsoft please let me know?

Thanks,

Joe

Same issue here, big hairline crack along the length of the screen for no reason at all.

Hi Support,

I totally agree with the user, my Surface Book2 has  crack in the top left corner also. This is not expected with a laptop that costs close to $5k 

How can this be replaced / resolved please/

Kind Regards

Matt C..