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
    2021-07-18T04:16:06+00:00

    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

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  2. Anonymous
    2021-08-02T16:58:12+00:00

    Hi Ruby thank you for these videos the exact thing you described happened to me. Ironically my warranty expired a year ago to the day it cracked. I literally had my laptop flat on my desk and when I went to open it the next morning there was a hairline crack from the bottom left to the middle of the top right. I am worried about the crack spreading. I am a full time student and can't really afford to send my laptop in for more than a week as I use it every day. These videos made me feel like I wasn't crazy. I have had my laptop since 2018 when I started college and I am so bumbed about this cracked running across my screen.

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  3. Anonymous
    2021-09-09T20:24:21+00:00

    Same thing just happened with my screen. Surface book 3

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  4. Anonymous
    2021-10-03T00:17:12+00:00

    hello all, i have the same issue. Surface book 3 had huge cracks when i opened it. Its 6 months old and literally sits on my desk all the time. What's wrong with his device. Microsoft please fix.

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  5. Anonymous
    2021-10-03T01:40:03+00:00

    Same here. Woke up to find a hairline crack going from the little speaker on the left hand side across the top of the screen on my <1 year old Surface Book 3. Hugely disappointing design flaw.

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