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
    2021-05-14T11:15:31+00:00

    Mine is a 15'' Book 3 not accepting that i have to pay or accept a refurb for something under 6 months old and not my fault

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  2. Anonymous
    2021-05-14T11:05:45+00:00

    One of our work devices that is used on a desk all day on a dock.

    The user swears black and blue he has no idea how it cracked itself,

    I'm curious if everyone's devices are the 13 inch models ?

    the crack has grown alot over the last 3 months, support basically told me it's physical damage, I find it hard to believe, and why is it just the glass that's broken and not the LCD on everyone here !!

    Problem is the device screen glass touches the chassis, so it's very possible to damage it even without any force.. 

    Very bad design, and they will refuse to fix it, happy to charge you $950 though.

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  3. Anonymous
    2021-04-12T15:41:42+00:00

    I have the same issue.  The thing's been sitting on a desk... and one morning--  the screen was mysteriously cracked in the upper right hand corner.

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  4. Anonymous
    2021-04-07T14:44:02+00:00

    Same exact issue. Opened it up one day and it was cracked. For a 3k laptop, I cannot believe that such a thing would happen. I was such a big fan of the SurfaceBook and was switched over from Apple but this is a deal-breaker so I'll be going back to Apple or someone else after this fragile computer dies. And the audacity to charge $700 for a repair. You just lost a customer microsoft.

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  5. Anonymous
    2021-03-23T10:30:17+00:00

    Same issue with my SB2... I put a screen protector on and it can't be seen. Not the perfect solution, of course, but I thought it would do as MS are no help. HOWEVER, I now have an issue with Battery 2 not charging (after the Windows 10 update)... but that's ok as it's still under warranty, right? Nope... if I want MS to solve the battery problem (caused by a fault, not by damage or wear) then first they want me to pay for the screen to be "repaired" for £600... they won't do anything about the battery unless I pay for the screen. I loved this machine, it was a lot of money... but it has now become a desktop because the main battery doesn't charge...

    Not great Microsoft...

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