Screen Cracked Without Being Used: Surface Book 2

As an update on my issue with a hairline crack to the screen that I am 100% sure was not caused by anything I did. As seen with many comments, the position with Microsoft ONLINE is to offer to replace the screen at a high cost, implying that you caused the damage.

I ended up taking my Surface book into the only physical Microsoft store in Australia. I have to say, speaking face to face with a MicroSoft person was excellent and they agreed the issue was a product issue, as they had seen this before. The store was brilliant and they REPLACED the laptop. I expressed my displeasure with the ONLINE people. I can't speak highly enough of the store people. Hope this may assist some of you. Good luck

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...

My screen cracked on the top right after a few week getting my Surface Book 2 and got the "damage, no warranty" response. Now I got new a long hairline crack down the left side of my screen. Will be interesting to follow this thread and see if there will be a massive lawsuit against MS. It's obviously a design flaw and they should replace the screens without charge.

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.

I have had the same issue on my SB3 i7 13.5", 16GB RAM, 256GB, noticed it this morning. Crack runs from between the camera and microphone to the bottom of the screen. Device has never been mishandled and has never been dropped, but it does tend to run hot. Very disappointed!