Screen Cracked Without Being Used: Surface Book 2

Anonymous
2020-03-24T13:02:49+00:00

Hi Community

I've just opened up my 3 week old surface book 2 and found a crack in the glass from the upper left hand side across to the bottom right hand side of the screen. I am baffled and horrified as to how this could have happened!! I used the laptop yesterday, as both a laptop and a tablet. No crack. Closed it carefully and put it in a sleeve and left flat on the table. Opened up today and find a significant crack! I'm at a loss for words and explanation as to how this could happen. It was not used or touched by anyone/thing. The crack is only visible from an angle and does not interfere with the display.

Has this happened to anyone else' surface product? Should I put tempered glass on the screen? So worried that more cracks will appear. I was planning to purchase a surface pen today. Now I'm concerned that the pen will add further damage the screen. Is there any explanation for how the screen can crack without use?

Thanks for any insight.

Ruby

Surface | Surface Book | Display and screen

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  1. Anonymous
    2021-10-03T00:17:12+00:00

    hello all, i have the same issue. Surface book 3 had huge cracks when i opened it. Its 6 months old and literally sits on my desk all the time. What's wrong with his device. Microsoft please fix.

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  2. Anonymous
    2021-09-09T20:24:21+00:00

    Same thing just happened with my screen. Surface book 3

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  3. Anonymous
    2021-08-02T16:58:12+00:00

    Hi Ruby thank you for these videos the exact thing you described happened to me. Ironically my warranty expired a year ago to the day it cracked. I literally had my laptop flat on my desk and when I went to open it the next morning there was a hairline crack from the bottom left to the middle of the top right. I am worried about the crack spreading. I am a full time student and can't really afford to send my laptop in for more than a week as I use it every day. These videos made me feel like I wasn't crazy. I have had my laptop since 2018 when I started college and I am so bumbed about this cracked running across my screen.

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  4. Anonymous
    2021-07-18T02:44:38+00:00

    Has anyone had any luck with a resolution for this problem?

    Back in 2017, I was pacing my back to travel. I picked up my *less than 1 week old* surface book that hasn’t left my room, nor my desk. I heard and felt it crack in my hands. I opened it, horrified to find a huge crack right across the screen.

    Microsoft basically implied that I was lying and kept repeating the same bull response that physical damage isn’t covered under warranty. I tried reasoning with them for weeks but I became exhausted of hearing the same useless, unsympathetic replies.

    Recently I’ve been looking at purchasing a new surface, but remembering this experience, I‘m going to pick up a Mac. I haven’t heard of their screens randomly cracking...

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  5. Anonymous
    2021-06-03T16:30:30+00:00

    I've got the same problem... but it just keeps getting worse. I've got a crack that now spans the top of my screen and a crack that spans in an arc across the center. I doubt there is anyone as conscious and careful with electronic devices as myself. My computer has never been dropped or mishandled. It is treated like the expensive device that it is. I mostly use it in my bed, where it is placed on a bedside table when not in use. I can count on one hand the number of times this laptop has left my home. I am the only person that uses it so I can attest to the fact that it has NEVER been mishandled. This is a design flaw and from what I can tell Microsoft refuses to admit it, let alone make it good. I am a single mother who relies on photography to earn $$, I use this laptop to edit my photos. I am not in a place to purchase a new one and I don't want to spend money on fixing or replacing a screen that is only going to break again.

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