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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
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
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
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
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?
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?
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.
