Surface Book 3 Cracked Screen

After endless talks to third party people, even over payable telephone support and tweets to the german microsoft-team I decided to repair for 650 Euro and to sell this piece of … After nearly 20 years I bought a macbook pro and will not return to microsoft. As a good-bye I left a rant in the middle of a c-level discussion on Linkedin. That was a quite effective reach and everybody from MS staff hopefully understood, that earning with high-end users will need high-end-support.. If I were a U.S. citizen, I would have gone straight for a lawsuit because the laws there are much more consumer-friendly.

Same exact issue. Top left corner from speaker to on/off button. Just noticed it yesterday. There is zero cushioning for the top corners when closing the screen. I should have seen it coming.

Seriously disappointing

Same issue with my Surface Book 3. I noticed the crack a couple of days ago. It is a hairline crack running from the top to the upper left of the screen. It has never been dropped or violently slammed shut. It hardly ever runs hot since I use it mostly for research and writing. Most of the time it is hooked to an external monitor via the surface dock 2. My Surface Book 3 is 1 1/2 years old and I bought it because I thought the design and concept was great. At first, I couldn't use it properly for weeks because the screen started flickering after a short time. Apparently there was a problem between the internal and the external graphics driver. This was at least fixed with updates. Again, there was no comment from Microsoft. Now, I should pay almost 600€ for a production flaw?! Within the warranty period?! Ah come on!

I can only support all negative comments about the support of Microsoft wrt a crack in screen. After saving for a beautiful Surface Book for school purposes, a crack in the screen appeared from top right to the cam. Just 6 months old and they refuse to repair under warranty.

How small can a big organisation be when it comes to support. Selling big at one end and nit picking at the other end. No wonder billions of profit are made.

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.

The very first screen crack on my Surface Book 3 happened 6 months after i brought it, then found a couple more cracks 2 months later (in a completely different area of the screen (NOT a branch of the first crack). I love Microsoft products and had 3 surface pros before upgrading to s.book. Unfortunately, it seems that even loyal customers are being treated in a disrespectful manner, as Microsoft deny to take responsibility for the addressed issue that happened to many of us with S.B 3. And perhaps, Microsoft chooses to respond to our mutual complaint as an opportunity to make even more $$$. Shame on you Microsoft, i thought you are better than that! apparently, Mic' put it customer service/satisfaction in the bottom of their priority list.

The google results for "Surface Book 3 cracked screen" , are based on endless complaints from other customers which had same mysterious problem as we do. It seems that many of us (the "googlers") are questioning Microsoft for it s.b. 3 screen as a manufacturer defect.  so like many others here, i also believe that it is a manufacturer defect.  So, what is going on with Microsoft for asking us the customers to pay $600?! Do they find it as an unexplained ‘act of god’ or a coincidence?! Why are we asked to pay for the fault of the brand's manufacturer error? (note: the only solution Microsoft offered to the addressed issue is: paying $600, then mailing them (to Microsoft) my cracked screen s.book, and once they receive the defective product,  only then they'll mail me a ("new") refurbished s.book. if that all sounds lovely, the process will take approx  8 days from the time they receive the defective p.c.) a great shot for Microsoft, again!

So, how can we make Microsoft wake up and take responsibility? Any suggestions?

Take care and best wishes to all!

I think Microsoft has set up a free exchange program for the Surface Laptop 3 ( I think it was the Laptop 3, not absolutly sure). I don't know how it came about that they rate cracked displays on this device as a warranty case. Perhaps a precedent is needed and someone would have to file a serious appeal. Unfortunately, I do not have any legal expenses insurance in this regard and I do not know to what extent a positive outcome would automatically lead to Micosoft assessing the situation in Europe in the same way like in the USA.

So disappointed, I used apple for years and the service was ace, I had several notebooks with "staingate" and the display got exchanged for free even without warranty.