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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.
Same with Surface Book 3 365 days old and it developed a crack, with absolutely no wrong doing.
MS wants me to pay 800 CAD in order to get it fixed. Unbelievable. Be aware!
As you can see no, absolutely no 'impact point' as the Agent was claiming after I submitted the pictures.
And to top it off a couple of weeks later developed a hairline crack right side:
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
My screen just cracked in pretty much the same place, looks like it started on the right hand side of the volume rocker and ends just past the first hole punch in the screen (guessing a mic). Stays in the black bezel portion of the screen with a small
amount of displacement. Didn't drop and no visible marks on the frame.
I have just had the exact same issue.
When contacting support, the person was extremely rude and did not care at all - In his opinion I must be lying when I explained that the crack happened for no reason. He expressed that Microsoft is a big company and if this was an issue the product was having they would have acknowledged it.
I would be interested in knowing if anyone has had success in escalating this issue.
Same issue here, big hairline crack along the length of the screen for no reason at all.
