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
    2022-02-03T06:53:26+00:00

    And here i was this morning thinking it can't be real...

    I got my SB3 1 Month ago. It is a bloody expensive piece of equipment and since I am a Student and have been saving a lot of money for this i took the best care of it. Wiping it down almost every night. The thing has never even left my room. It traveles from my desk to my bed and that is it!

    So this morning i wake up and TADA... big fat massive crack from the bottom left to the speaker cutout in the middle on top.

    How is this even possible?! Is the Quality really that bad? I am bloody pissed about it since i can't just go out and buy something else...

    I am at the same time happy and dissapointed to find so many people here having the same issue.

    I have had some pretty bad experiences with the microsoft support myself. I have a Surface Pro 4 before and had to get that exchanged 7!!! Times until finally getting an acceptable replacement.

    This is it. I am cured! I will not be buying Microsoft Gear again.

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  2. Anonymous
    2021-12-25T01:38:31+00:00

    I have had my book 3 for maybe 3 months and take the best care of it.. it is a piece of junk to start.. I do not travel with it.. last night I was using it in home office and was fine..this morning same..I leave and come back and the screen is cracked.. I surely didn't do anything to crack the screen being nobody has touched it all day other than me using on the desk I left it since last night. I'm blown away right now.. almost 4000.00 it cost me and it just cracks for no reason..

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  4. Anonymous
    2021-10-13T06:23:34+00:00

    Three options I can suggest.

    First is to go back to them and say your cracks were there in August '21, just microscopic, and then they propagated to eventually be visible in September, so is a warranty repair. It's also a potential WHS hazard - you might have to sue them if you cut your fingers on the screen that's cracked!

    Next, you shouldn't have to fix latent design defects. It's like "lemon" car designs that shouldn't be on the road. As so many people have this same weird fault that I've never seen in any other laptop I've ever owned (it's not like the occasional dead pixel or random component failure... it's consistent and reproduced often).

    Third - you may get some relief using glass and screen crack products online - designed for car and phone screen cracks. Like superglue.

    Microsoft gave up on my claim - when I started sending them invoices for all the diagnostic videos etc and tracking their replacement (non working) surface etc for them.

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  5. Anonymous
    2021-09-09T14:55:58+00:00

    Update: Today I have received a brand new SB3 free of charge

    I'm located in Belgium

    -I have never been directly in touch with Microsoft so I can't provide any info or details unfortunately

    -The shop where I have bought mine has taken care of everything

    I think i'm just extremely lucky, my old device was also in a perfect brand new condition (except for the fine crack in the display) and it was completely reverted to factory settings before I brought it in

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