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
    2021-02-05T13:45:26+00:00

    If you have the time I suggest calling Microsoft phone support and seeing what you can accomplish. From reading what others have to say it's not promising but it doesn't hurt to try.

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  2. Anonymous
    2021-02-15T00:15:15+00:00

    I have exactly the same issue, a hairline crack starting from top left and going down to the bottom. This is also without any cause, if I had of dropped it I would not have problem, but I have not.

    To make it worse, the unit is a replacement of a Surface book 2 that had a bulging screen caused by the battery swelling. This was replaced under warranty.

    I spoke with MS support and although the unit is still under warranty, as everyone has found, they do not cover cracks on screen. I was presented with the option of sending the unit in and they would swap over for AUS $900, I suggested this was unacceptable. A second option was to send the unit in and they would review.... not a great suggestion as it would mean being without a computer for several week! 

    Having read all of instances of a similar problem and no resolution from MS, has given me no confidence in the product, I will most likely get rid of the unit and go back to Apple.

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  3. Anonymous
    2021-02-21T02:51:56+00:00

    Yep. Mine too! My 1 year old SB2 screen cracked when during covid it never left the house as I was working from home. I have the surface dock and twin monitors.

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  4. Anonymous
    2021-02-25T01:40:24+00:00

    I had the same issue I woke up one morning and opened my laptop to find a hairline crack all the way across the screen. I contacted microsoft about it, I thought since it was a no fault incident they'd help me, but since it was out of warranty the best they could offer was a 600 dollar repair which I can't afford.

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  5. Anonymous
    2021-03-03T13:40:34+00:00

    Did this issue ever get resolved for you? I woke up yesterday morning to find a crack on the upper left-hand side of my screen. My surface never leaves my house, it is well cared for, has never been dropped or even so much as touched harshly. I've got a 2009 MacBook pro that has been used by all of my children and has been on the road traveling with me and it's still working beautifully. This is kind of making me regret leaving Apple. :/

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