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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  2. Anonymous
    2021-12-20T01:37:26+00:00

    Hi,

    I have just gone through the process of replacing my Surface Book2 - I think for the second (or third) time due to screen cracking.

    I think I would the reconditioned replacement supplied by Microsoft around a month, and have been SO careful given I know this seems to be an issue.

    Opened it up this morning, and there is a crack running from the right hand top corner down to the bottom of the screen - about a 1/3rd of the way in.

    This is absolutely ridiculous. You spend in excess of $AUD 3.5k and you get something that is really not fit for purpose.

    I am about to contact Microsoft ye again.....

    :( Words fail me.

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  3. Anonymous
    2021-12-02T21:03:08+00:00

    They are criminals.

    I spent 2000 Euro for unusable ****, where a screen repair would supposedly cost thousands itself, but why even repair it, cause it would happen straight again.

    Useless garbage, they have scammed us all.

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  4. Anonymous
    2021-12-02T20:52:56+00:00

    I have the exact same issue. Although I didn't even use my Surface Book 2 and had it covered by a case there was suddenly a crack running across the screen. I take very good care of my devices, so the crack is definitely not self-inflicted or accidental damage. I contacted Microsoft's customer service but allegedly they never heard of the issue and so they will not replace the screen under my warranty. This is ridiculous and a huge disappointment. I will never buy a Surface product again.

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  5. Anonymous
    2021-11-28T20:34:02+00:00

    I had the same issue after 3 months, very dissapointed in the service delivered by Microsoft. They said it is the first time they heard of this issue with the Surface Book 2, which is ridiculous after reading this forum… Now my Surface Book stopped charging, and can not use it anymore. Would never buy again due to the customer service.

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