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
    2020-10-15T05:51:22+00:00

    Same problem here, got my surface book in April (6 months 4 days ago) and opened it today to find a hairline crack on the upper left of the screen, the same place as everyone else's. The crack doesn't extend past the bezel. It had been housed on a soft surface, gently closed and handled with as much care as is possible. This is very clearly a design flaw, especially considering the large number of people on this thread and other online forums experiencing the same problem, and the fact that they've officially recognized the issue in the Surface Book 3. I'd love to know if anyone has been successful in getting any degree of support as my laptop is still under general warranty but this, of course, is not covered, so I'm out $600 simply because I chose to close my laptop after finishing class for the day. I also second the fears of this happening again- why should I believe that my $600 won't just be wasted on another screen that will crack just as easily?

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  2. Anonymous
    2020-10-20T03:33:21+00:00

    I have the same problem. Surface Book 3. Screen cracked  - no drops or nocks.

    Also get about 5 hrs battery life - not 17

    Cannot project to this computer from another , MS initially tried to resolve then just stopped trying and would not respond.

    Also get screen freeze regularly causing a forced reboot.

    Trying to get a refund on this 6 month old machine

    Screen crack was the last straw, a replacement would not console me due to concerns post COVID when this machine would be placed in my workbag.

    Mike

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  3. Anonymous
    2020-10-27T19:10:09+00:00

    Has anyone had any luck with Microsoft Support?  I am being told that this problem is limited to the Laptop 3 and that there is no known issue on the Book 2.  Worse, my hardware extended warranty does not cover it, even though it clearly has not been dropped. I could use some advice if anyone has some...

    Vicki

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  4. Anonymous
    2020-11-13T22:18:07+00:00

    Hey...  I have also experienced the same issue.  Here is copy of my summary to Microsoft:

    Surface Book 2 screen cracked (for NO reason I was able to ascertain - not dropped or physically impacted in any way) - crack visible close to hinge on left side.  Screen now has no picture/ no functionality however after hooking up device to a monitor/tv with an HDMI adapter I can confirm that all other aspects of the Surface Book 2 are functioning normally and the issue/problem is limited to the cracked screen.

    It is out of warranty and going to cost approx $700 USD...

    Sadly I have no good news or options.  Seems there are many folks experiencing this issue -  and MS offer no help or explanation.  To add insult to injury, I have now spent over an hour repeatedly trying to complete a repair request on MS website.  After several stages, just before final page and completing the order, website crashes and returns to start.

    Microsoft have closed all their stores following Covid and it took ages to find the contact telephone number listed here for MS support...  At this point, candidly not optimistic it will even work but please wish me luck.... 

    Seems even when one is reconciled to paying for the (spontaneously) damaged screen, fun has just begun...  This has been a horrible (and apparently far from unique or unusual) experience on an otherwise good product.

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  5. Anonymous
    2020-11-13T23:59:12+00:00

    Yours is the first report I've seen of the screen cracking near the hinge. It usually happens on the opposite side where the screen touches the base. Check your screen with a straight edge. If it's bulged it may have cracked because of the battery swelling. If that's the case you may be able to claim it under warranty.

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