Screen Cracked Without Being Used: Surface Book 2

Mine is only a few weeks old and I keep it very nice, put up safe, and in a soft bag when traveling.  I am not paying to have mine fixed.  If MS doesn't recognize this and recall / replace these then the Surface brand is dead.  I have nearly every Surface device in my home, my kids use Surface, my wife, and I go and get the latest greatest for work and it just breaks for no reason.  I'm pretty upset about it honestly.  However; I do think MS will pull itself together, realize the mistake, and fix it for us.  At least I'm hoping they will.  Replacing this screen, right now, is pointless because I have no doubt it will happen again.

I will never buy another Microsoft product. My screen cracked without dropping.  Closed my laptop before bed and woke up with it cracked.  I purchased it through best buy and paid for their 3 yr protection plan but are saying its a minimum of a month to repair the screen.  When speaking to Microsoft they won't do the right thing an honor the best buy warranty.  I truly cannot be without my work laptop for a month.

This exact same things happened to me. I originally brought in a surface book model 1 because the battery behind the screen started expanding, pushing out the LCD.  They replaced it with a BRAND NEW surface book 2 in store because the like model replacement wasnt available. I didnt have the unit 72 hour before i woke up one morning to a crack which started from the upper left side and had made its way down to the far right, middle of the glass. I didnt expect the store to replace it again so i called MS support. They basically blamed me for damage and said i needed to pay $600 because i could have potentially mishandled the device.

Same thing happened to me. I bought mine in March as well. I just realized there is now a crack through the screen 6 months later. I cant believe it. I have never dropped it or hit it on anything. Best Buy told me they cant help me. And you cant get ahold of windows anymore. Either get someone in India who says they cant help. Or you call and they tell you to go online and it sends me right back to someone in india who cant help.

Did you resolve this issue? What would you recommend I do?

Here also. I do use my laptop at home, on the coach, in my bed and on my desk. And sometimes I take it to work in my backpack (in a backpack designed for laptops, without any access stuff in it, battery life is long enough). 

Two days ago, when I closed my device and picked it up, I heard it cracking. Or, that is what I know know the sound was, as I only reopened my Surface Book 2 the next morning, to find out that the crack went over all my screen, and a little bit is ready to fall out. I did not use excessive force, I picked it up as I have done many times. Paid 2600 Euros for the device in March, so less then 7 months ago. The radiation point of the crack in in the top bevel near where the indentation of the lower board is made, as explained already in many of the comments above. 

Still, although several have asked, I haven't read any positive comment on Microsoft responding as it should be. On top, if this is an issue that already happened with Surface Book 2, why does it also happen with Surface Book 3? They should be aware of it. 

Asking topdollar (or topeuro in my case) for a product, makes me replying that I want top customer care, which is clearly not.

Now, I think I was maybe better off by bying a Panzer Glass in the beginning. But hey, why would one like to buy something if the product specifies it is a sturdy device made for creative people on the go. I have added a Panzer Glass today, and ofcourse, one cannot get all the airbubbles away from under it because of the cracks.... 

My major issue is, how will this affect the device in the near future. To safeguard it, I cannot take it with me again when I go to work, nor when I travel for work (which maybe will not happen often this year or next year due to the corona crisis). 

But what I read hear, makes me angry on Microsoft. Not a single reply that they 

Replacement of the screen layer costs as much a medium priced computer. So even in their repairs, they ask topdollar, and then again, the issue won't be solved, as clearly, this is a design fault.

All the best