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
    2021-08-27T11:40:39+00:00

    Update: the SB3 is on it's way to microsoft, I added some detailed pictures of the screen and sides, no signs of impact or rough treatment of the device, I'll keep you guys up to date.

    ImageImageImageImage

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  2. Anonymous
    2021-07-02T13:49:53+00:00

    Same issue. I bought the device on release (just over a year ago). Have kept it very well protected, and it has never suffered any accidental damage. Then a crack randomly appeared within the last few weeks.

    Contacted support, was told by multiple support agents that they have been getting many of these complaints. They "escalated" the support ticket. Then I was informed that the escalation team determined that this is not a known issue, so they will not provide any further support.

    I've gone ahead and sent a formal notice of dispute with Microsoft and will pursue arbitration if they do not resolve the issue. This seems like the exact same problem the Surface Laptop 3 had/has, but I'm guessing Microsoft has not been as pressured to recognize it because the Book 3 is a lower volume device, so there are fewer overall complaints.

    Extremely disappointed with Microsoft's handling of this issue. This will almost certainly be my last Surface device unless they change their tune soon.

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  3. Anonymous
    2021-04-15T07:11:30+00:00

    @Microsoft

    I presume you are monitoring this :

    Given the number of cases, can you make a formal statement for all those customers with spontaneously cracked SB3 screens?

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  4. Anonymous
    2021-03-21T14:52:01+00:00

    Hi everyone,

    my surface book 3 shut down because of overheating. I was running a stan model via Rstudio. CPU was about 50 %. After shutting down via bluescreen and win32kbase.sys error I saw a temperature sign and then a few moments after I heard a cracking noise. I didn´t even touched the display. At first i didn´t know what happened but then saw two cracks ranging from the area where the camera is to the left und right bottom of the screen.

    I spend around 3400€ (when you add the pen and surface doc2) for this work setup and then this happens?  ATM i´m really, really dissappointed. 

    Well lets see what happens, at the moment Microsoft is reviewing the case.

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  5. Anonymous
    2021-03-14T19:54:04+00:00

    Exactly the same with me they wanted me to send it away for investigation and if it came back that it was caused by what they called (physical damage ) then I would have to pay for them to fix it or I wouldn’t get it back and that at minimum it would be gone 10-15 days and I have to have my laptop for online schooling it’s crazy hopfully they admit it soon

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