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.

0 comments

111 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-10-03T00:18:56+00:00

    I had the same crack on my surface book 3

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-09-29T23:31:31+00:00

    I have the same issue. SB3 15" 1TB i7 bought for over $3500 at JBHiFi in Australia. One day a hairline crack appeared from top to bottom midway across the screen. Took it back to the store where they accepted it for assessment by Microsoft. When I got home I looked up the case online to discover the store person had selected 'Yes' for the customer misuse field. I don't think they knew I could see that.

    Waiting for a response.

    Anyone else in Australia considering legal action? If my Surface is not repaired under warranty I'm keen to take them on.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2021-09-27T20:03:51+00:00

    The same thing happened to me today, I've spent 2h30 on the phone with them, they are not acknowledging the problem, saying it's not a thing with Microsoft Surface Book 3, only with Surface laptop 3. I told them to simply check their Microsoft Community forums, youtube and reddit and that they'd find hundreds of people with the same complaint. Again, repeated it's not a thing with SB3. I would have to pay close to 1000 CAD to have it repaired. It's a small tear very close to the webcam, but now I have hairline tears all over the screen.

    I quoted them their warranty: Microsoft warrants that the Microsoft Product will not malfunction due to a defect in materials or workmanship under Normal Use Conditions but they say it's not a defect. Unbelievable.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2021-09-17T02:07:39+00:00

    Exactly the same thing happened to me. I purchased the SB3 6 months ago. It stays on my desk, it hasn't been knocked or dropped. One morning, I opened it and noticed a hairline fracture directly to the left of the camera. Microsoft support refused to acknowledge this as a design flaw, told me it wasn't covered by warranty. Completely unacceptable.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2021-08-27T06:41:36+00:00

    Could have been my picture... I have basically the same crack in my screen, yesterday I mentioned another one from top center to half way the screen to the left.

    Microsoft really needs to do something regarding all these issues, this is not the 'premium support' for such a premium device (with premium price).

    Was this answer helpful?

    0 comments