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
    2023-03-06T13:05:44+00:00

    Same issue. Had mine for 2 years, no drops, always treated it well, suddenly, after letting it stand on a table overnigth, this morning a huge hairline crack along the screen.

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  2. Anonymous
    2020-08-19T20:43:01+00:00

    I received a Surface Book 3 from my work. It has been sitting on my desk for the most part. One night I shut it and the next morning when it was opened there was a hair line crack in the screen. I was informed by Customer service that even though this is happening in warranty and not from any abuse that it isn't covered under warranty and would cost me 650 to fix it. I find this ridiculous as seen on this help channel it isn't an isolated issue.

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  3. Anonymous
    2020-08-18T21:28:18+00:00

    Same with Surface Book 3  365 days old and it developed a crack, with absolutely no wrong doing.

    MS wants me to pay 800 CAD in order to get it fixed. Unbelievable. Be aware!

    As you can see no, absolutely no 'impact point' as the Agent was claiming after I submitted the pictures.

    And to top it off  a couple of weeks later developed a hairline crack right side:

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  4. Anonymous
    2020-03-27T20:55:55+00:00

    Hi  Ruby Mae Ayliffe,

    Sorry for the delayed response. I thank you for the information and the link you shared.

    As much as I would like to have it replaced for you but processing  a replacement is something Microsoft Community can't do. So this is the reason why I'd like you to contact surface support to have it reported and have it replaced. Since this was purchased not beyond 30 days yet and the best channel who can assist you is our Microsoft Store and Sales Support.

    Microsoft Store Sales and Customer Support:

    1-877-696-7786

    If this answers your question, please feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if there's anything else that needs to be addressed.

    Note: Replacement can't be processed in the Community. So please don't hesitate to contact the point of sale for further assistance. They're the one who can assist further in getting it return for refund or have it replaced with a brand new one.

    Kind Regards,

    Crest_Z

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  5. Anonymous
    2020-03-24T17:02:21+00:00

    Hi Ruby Mae Ayliffe,

    Thank you for reaching out Microsoft Community. We're sorry for the inconvenience this may have caused.

     There are reports about a Surface Laptop 3 that a little crack on the screen begins to appear but this is still under investigation. However, for Surface Book 2, this is basically just the first time I heard of this that the screen gets broken even though it wasn't dropped unless if this was delivered damaged. 

    In this case, it's best to have it reported to where you have ordered this device because you mentioned that this was purchased not beyond 30 days yet. If this was ordered from our Microsoft Store online, kindly contact the number below for further assistance.

    Microsoft Store Sales and Customer Support:

    1-877-696-7786

    If this answers your question, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you still need assistance.

    Kind Regards,

    Crest_Z

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