My Surface Book 3 screen cracked yesterday after having it for 4 months. The crack runs al the way from the lower left corner up to the microphone to the left of the webcam. Nothing hit, bumped, or otherwise collided with it to cause this crack. I carried it in the laptop bag to and from the car. It was gently laid on the seat next to me. Now Microsoft wants to charge me $600 plus shipping and time lost without the device so they can send me a refurbished one.
Surface Book 3 Cracked Screen
My 3 month old Surface Book 3 has developed a small crack in the screen.
The crack is about 2cm long , at the top of the screen in the center above the webcam.
It is an upside down semi circle shape.
Microsoft Support have already told me it will not be covered under warranty.
Surface | Surface Book | Display and screen
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.
111 answers
Sort by: Most helpful
-
Anonymous
2021-06-23T13:18:08+00:00 -
Anonymous
2021-05-30T17:08:07+00:00 I have had the same issue on my SB3 i7 13.5", 16GB RAM, 256GB, noticed it this morning. There is an arched crack at the camera and another running vertically from between the camera and microphone to the bottom of the screen. Device has never been mishandled and has never been dropped. Very disappointed, will be formally reporting for sure.
-
Anonymous
2021-05-12T21:03:54+00:00 A hairline crack appeared on my surface book 3 screen yesterday, this laptop is kept in my home office and is rarely moved or even shut. I paid for extended warranty / accidental damage and it is being collected tomorrow for a repair. I'm glad I had the warranty, but I feel it lets Microsoft off the hook for a product which has issues with the screen as well documented on this thread. I am looking to upgrade in a few months and was looking at the new range of surface books but now I'm not so sure, maybe it's time to cross over to the 'Dark Side'...i.e Apple
-
Anonymous
2021-04-19T15:15:23+00:00 Life forced me to pay MS and exchange mine. It costs 2800 PLN (roughly around 615 € at the moment) in Poland. The only positive thing is that it lasted 4 working days:
- 1st day I backed up my data and restored my SB to the factory state. It's needed because they do not repair, they exchange, so you won't get yours back.
- 2nd day I filled in the service order (through the MS website) and paid the bill. They sent me a label to print out and put on the package. Then I found the local UPS parcel shop and left it over there - free of charge (I mean I paid 2800 PLN already...).
- 3rd day the package left the parcel shop and was delivered to MS distribution center in Poland. At the moment it has reached its destination a new item was created on my MS account to inform me that there's a new package for me which is just about to leave The Netherlands where they seem to have the distribution center for Europe.
- 4th day - the "new" SB arrived.
So in my case at least the "repair" went without issues. Anyhow I cannot say I recommend. It just shouldn't happen. Not for this purchase price.
-
Anonymous
2021-04-19T14:54:03+00:00 Have you had any success?