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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.
I have just had the exact same issue.
When contacting support, the person was extremely rude and did not care at all - In his opinion I must be lying when I explained that the crack happened for no reason. He expressed that Microsoft is a big company and if this was an issue the product was having they would have acknowledged it.
I would be interested in knowing if anyone has had success in escalating this issue.
My screen just cracked in pretty much the same place, looks like it started on the right hand side of the volume rocker and ends just past the first hole punch in the screen (guessing a mic). Stays in the black bezel portion of the screen with a small
amount of displacement. Didn't drop and no visible marks on the frame.
Adding in this happened to my Surface Book 2. Same pattern as everyone else. After using it as intended for years, with no drops, no stepping on, no sitting on, nothing but closing the screen normally and transporting it in a bag with a laptop sleeve, it has developed a hairline crack at the top-left.
Microsoft needs to do the right thing and acknowledge this seemingly inevitable result as a design flaw, as they did with the Surface Laptop 3's screen crack issue.
Same exact issue. Opened it up one day and it was cracked. For a 3k laptop, I cannot believe that such a thing would happen. I was such a big fan of the SurfaceBook and was switched over from Apple but this is a deal-breaker so I'll be going back to Apple or someone else after this fragile computer dies. And the audacity to charge $700 for a repair. You just lost a customer microsoft.
I have had my Surface Book 2 for a couple of years. It never leaves my house i use it most as a laptop. I closed the lid and sat it on a table earlier today when I picked it up it sounded like the screen cracked when I opened the lid it had cracked in the upper left corner. I did nothing different than I have always done. Makes no sense to me. No dirt no rocks no reason for this to happen. Is there anything that can be done to fix this?
Dennis
