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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
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.
Hi, I had the same issue with my surface book 3 of U$D 2600 I realized 5 days after receiving it. I was lucky they refunded my money, but after that I tried to talk with the support service and they didn’t explain anything, they were expecting me to buy another one without expecting this would happen again
Microsoft is bullying their customers into paying out of pocket for the repair. I got the same reply as you. If you are under warranty, they tell you physical damage is not covered by it and if you are out of warranty then they use that against you. They keep repeating that they havent heard of the issue even after I showed them the link to this thread as well as countless youtube videos. They refuse to acknowledge their product designs are flawed. I will never buy another Microsoft computer again. Spent almost $3000 for a product that breaks on its own only to have Microsoft say they don't do repairs, they only replace. $650 plus tax for the replacement or enjoy your Surface Cracked. My advice is to just be careful with your surface book and use it until the screen gives out. Then get a laptop from a company that actually cares about their customers.
Hi all
Same issue here. Screen is cracked on the left top corner site. Surface Book 2 , which is used on the desk for a few months. No mechanical damage. Support says that mayby cat run over it. I dont't have pets or childern ;) Also they say that they hear about this issue first time ?
I have also old surface pro which also had issues with screen but then few years back Microsoft fixed it without any costs.
But now I will think twice to buy anything from Microsoft :/
Same issue! This has now happened to 2 screens, I have had many laptops over the years and never has this been a problem. My replacement screen has now done exactly the same thing. Not cool Microsoft come up with a fix and support the people and businesses that use your product. I will be going back to Mac. I will be going to consumer affairs with this and letting everyone I know about your customer service and products.
Yup. I went and got one. Also got a ps5 instead of xbox x. Im done with microsoft. **** products. **** service
