Surface Book 3 Screen Crack / Other Issues

I have the exact same model, with the exact same string of problems (BSODs, random screen shutoffs...). What brought me to this post was a similar hairline crack appearing overnight at the top of my screen from the microphone hole (I think? There's one on each side of the camera sensors) over the bottom of the camera to the top of the screen. Microsoft already replaced my device once for a pixel stuck on green (hours of time lost to service requests and then backing up and re-imaging the new device, but thankful they did it). As a Microsoft surface line enthusiast (a rare hold-out in the computer science academic community dominated by Apple products), I am so disappointed with these issues for a $2500 device.

I am getting ready to reach out to Microsoft support (their default answer through the web-based support claim is it's your fault, you must have dropped it, so give us $600 to fix a problem that will probably randomly appear again) and will update my post once hearing from them.

I felt compelled to let you know you are not alone and to start building a record of these issues on Microsoft's own pages. I wish I would have done more research before dropping the most money I've ever spent on a laptop:

https://www.reddit.com/r/Surface/comments/hptg18/surface\_book\_3\_quirks\_and\_issues/

https://www.notebookcheck.net/Some-Surface-Book-users-complain-of-screen-defects-in-response-to-normal-use-and-that-Microsoft-is-all-but-ignoring-them.489274.0.html

https://www.reddit.com/r/Surface/comments/imf6b1/surface\_book\_3\_random\_screen\_crack/

UPDATE: After talking to MS support via the phone, forking up $600 was my only resolution... I am utterly disappointed with that answer as I have no more time or money to give to Microsoft... holding my breath that more people file claims and they admit this widespread issue.

Oh man.  Thanks for the comment.  I think by posting and forcing the issues more and more into the light maybe SOMEDAY Microsoft will believe that the a crack spontaneously appeared because there is no impact point / no physical damage / any type of scratch on the device.

As an update to my saga, I had the accidental protection so Microsoft only charged me whatever small fee to replace the SB3 with a refurbished unit (even though I had the service record of all the problems and was already authorized a return because of all the other issues).  I was promised on multiple occasions the device would come "cleaned."  Well, all the powershell and python scripts that existed on the laptop when I received say that was a lie. 

I contacted Microsoft (on my open ticket) and asked if they would like to be provided the data that was present on the laptop when I received it so they could further investigate the failure in their process.  I did not get any type of response.  I guess this means they don't care and this information / scripts can be considered public?

That being said, anyone receiving a Microsoft replacement, you may want to take the time to do a complete wipe and make sure the device is cleared after all from my experience it would be possible to get something that has a root kit installed on it.

I just wish the customer service wasn't so bad.  I've got 5 Surface laptops and this is my first experience with their customer service and it was just really bad.

SB3 here also hairline crack over night - it had not been moved - sitting on desk for weeks without closing the display over.

What needs to be done to get MS to take notice and acknowledge there is an issue here?

THe same thing happened to my Surface book 3 - The screen spontanously cracked after about 1 week., from the top right corner  to the lower left.  

I send several requests to customer support, but they claimed it caused by physical damage to the screen (Im pretty sure it was not..)

So I've given up talking to customer service, and Ill just wait till they admit it like the surface laptop last year.. With so many reports of cracked screens, they have no other choice.

Hi Jessica, I posted this on another thread last Tuesday, March 3rd.

Yep, my SurfaceBook 3 has mysteriously done the same today - hasn't been taken anywhere or subjected to any stresses, but it now has a 2-3 cm arc hairline crack on the black bezel between the volume button and the front camera.

I have not yet approached Microsoft about this. This is a GBP£2,500 machine that has been extremely well cared for since I got it last summer. If this was my fault or an isolated thing, then fair enough. But it seems to be fairly common, and I would like some action on it while under warranty.

I'll let you know how I get on.

Steve in Glasgow