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
    2020-03-24T17:02:21+00:00

    Hi Ruby Mae Ayliffe,

    Thank you for reaching out Microsoft Community. We're sorry for the inconvenience this may have caused.

     There are reports about a Surface Laptop 3 that a little crack on the screen begins to appear but this is still under investigation. However, for Surface Book 2, this is basically just the first time I heard of this that the screen gets broken even though it wasn't dropped unless if this was delivered damaged. 

    In this case, it's best to have it reported to where you have ordered this device because you mentioned that this was purchased not beyond 30 days yet. If this was ordered from our Microsoft Store online, kindly contact the number below for further assistance.

    Microsoft Store Sales and Customer Support:

    1-877-696-7786

    If this answers your question, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you still need assistance.

    Kind Regards,

    Crest_Z

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