Surface Book 3 Screen Crack / Other Issues

Anonymous
2020-12-27T18:39:19+00:00

I've seen Microsoft admitting to issues with the screen cracking on the Surface Laptop 3 (which I own, but have not had that glass crack) but Surface Support claims the Surface Book 3 is free of this issue.

I have the Surface Book 3 13.5" i7 with 32 GB of RAM and 1 TB SSD purchased from Microsoft in August with the extended warranty.  I've had nothing but issues with this device since purchase.  (I've also got the Go, Laptop 3, Pro 7 and all the peripherals to go with them.)  To top off blue screen errors, issues reading SD cards, random restarts, sleep of death issues, and hours of troubleshooting including re-imaging the system multiple times, a crack / fracture appeared on the screen overnight when the SB3 was sitting on my desk (sometime between 2 am - 6 am) in a shut office with no pets, kids, or even a fan running.  There is no impact point or other visible cause just a crack in the glass along the bezel running from the speaker cutout on the left to the right mic cutout. 

Any one else having issues with the glass on the Surface Book 3?  I've noticed this devices runs really hot (and read lots of complaints about it), could the glass crack because of the heating / cooling cycles?  Is 32 GB and an i7 just too much for this small frame?

I talked a friend into purchasing a SB3 at the exact same time (they rode on the UPS truck together!) and they are not experiencing any of the same issues I've had.  Did I get the only dud?

Surface | Surface Book | Display and screen

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  1. Anonymous
    2021-07-18T01:37:29+00:00

    Same issue on my Surface Laptop 3 bought less than 6 months ago!

    So pissed!

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  2. Anonymous
    2021-06-24T11:34:15+00:00

    For sure not the only dud!

    I had a total nightmare with mine - MSFT won't do anything for me - is there not a way we can get together a make a fuss about this - it is totally out of order that you pay ~$5,000 USD for a piece of gear and it just breaks and they charge you to (not even fix it) but replace it with a refurb "of similar spec" -

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  3. Anonymous
    2021-06-24T10:46:05+00:00

    I now have this case being looked in the UK but there are long delays using resolution services . i will keep everyone up to date but wouldn't be surprised if I am not requested to supply expensive expert reports etc..  Again a refurb model is against the requirement to replace if a repair cant be made.

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  4. Anonymous
    2021-06-24T10:45:18+00:00

    Totally agree! Outrageous!

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  5. Anonymous
    2021-06-24T10:35:53+00:00

    After an initial deny, I escalated my case and posted to this forum (as well as German Law).

    I'm not willing to pay 700€ , just so that the same thing occurs again with the new device. I don't even have this money.

    Even if I would be guaranteed that the same thing will not occur, I didn't cause this crack so why should I pay??

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