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
    2021-12-02T21:03:08+00:00

    They are criminals.

    I spent 2000 Euro for unusable ****, where a screen repair would supposedly cost thousands itself, but why even repair it, cause it would happen straight again.

    Useless garbage, they have scammed us all.

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  2. Anonymous
    2021-11-28T20:34:02+00:00

    I had the same issue after 3 months, very dissapointed in the service delivered by Microsoft. They said it is the first time they heard of this issue with the Surface Book 2, which is ridiculous after reading this forum… Now my Surface Book stopped charging, and can not use it anymore. Would never buy again due to the customer service.

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  3. Anonymous
    2021-11-20T12:03:01+00:00

    Same here, bought a Surface Book 2 refurbished and after 8 weeks a crack in the glass from top to bottom appeared from nowhere one morning when I opened it.

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  4. 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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  5. 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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