Surface Book 3 Cracked Screen

Anonymous
2020-09-30T22:51:29+00:00

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.

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  1. Anonymous
    2021-04-12T21:07:00+00:00

    Seid ihr zwei schon weiter gekommen?

    Ich habe versucht, das Interesse des Verbraucherschutzes zu wecken, werde dort aber nur auf eine juristische Beratung vertröstet.

    Die arrogante Haltung von MS darf man nicht akzeptieren.

    Beste Grüße,

    Daniel

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  2. Anonymous
    2021-04-13T01:12:46+00:00

    Hi,

    A similar issue happened to me yesterday. I was on a Zoom meeting, shut the lid of my SB3 and then come back 20 minutes later to fix a semi circle crack around the black area of the web cam and then a vertical crack the entire way down the screen. They said that the only explanation is that I caused it and that they would charge me $953AUD to get it repaired. I am in the middle of a University semester and can't go without a laptop for 4-8 weeks which is the time frame that they quoted to get it examined.

    Interested to hear if you or anyone else manages to get a free replacement or refund from Microsoft as it seems as though this issue is affecting a lot more people

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  3. Anonymous
    2021-04-13T12:46:20+00:00

    No luck here. I called several people and no matter who I talked to they couldn’t help me. It’s obvious there is a design flaw due to the amount of people making this same claim. I don’t know what to do. The cost of a lawyer is way more than $700 so it looks like I’m using a crappy screen until I can afford another MacBook. Shame on me for believing Microsoft was worth a shot.

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  4. Anonymous
    2021-04-17T15:19:11+00:00

    Same issue. Never dropped, on a docking station the majority of the time. Microsoft acted like they never heard of the issue. Said that the issue/defect was confined to the Surface Laptop 3 and is not an issue with any of their other products. Told the representative that a simple search shows that this is a much more widespread issue. I was told that for $600+ more dollars they could swap out my laptop with another Surface Book 3. I'm looking at initiating arbitration with Microsoft and am curious to find out if anyone else has.

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  5. Anonymous
    2021-04-19T02:23:00+00:00

    I don’t know of anything. I am sitting debating what to do. I can’t stomach paying them $600+ So I’ll probably just deal with a **** screen. Mine is extra destroyed now. That tiny crack must have weakened my screen because it’s now shattered from normal use in my backpack. I can’t even use my pen in its current state. I hope they wake up before I just sell for a huge loss and find anything else.

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