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
    2021-06-24T12:00:26+00:00

    Can i suggest we all write to customer service and point hem to this thread and others so they know its a really problem and not chancers ?

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  2. Anonymous
    2021-03-10T21:52:30+00:00

    StevenK_M - Microsoft should be stepping up for the customer. I too have a sudden hairline crack across my screen on a machine that does not leave my desk. There is a noted problem from Microsoft for the glass breaking. It is unfortunate the glass did not break in the short hardware warranty period in my case. I really like my laptop, but it sucks to look at a crack all day on a high end piece of hardware. Lesson is buy a Mac Book I guess???

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  3. Anonymous
    2021-03-10T00:38:28+00:00

    I also had this issue with my Surface Book,

    So I called the Microsoft support, and their answer was that I had to pay to replace the screen because the warranty doesn't cover "accidental damages". But as you say, this isn't an accident, we didn't drop the computer. And I wouldn't break my $2500 device just for fun! I don't understand why Microsoft doesn't understand us.

    I am student, so this laptop was a HUGE investment, my first Microsoft, and I always took care of it to prevent damages, in vain...

    Of course I am disappointed, I thought that I could enjoy working on it, taking notes... but instead, I see this crack, encounter bugs (that are often fixed after a restart. But, in a computer of this price, the fact that we can't use it smoothly without having troubles every week is very disappointing), or recently, when I put my Surface in Tablet mode to take notes, I felt some "continuous" electric shocks...

    Hope Microsoft will consider our issues one day

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  4. Anonymous
    2021-02-18T13:12:42+00:00

    Hi had the same problem my surface book 3 ive had it for three weeks and it has only sat on my desk and the screen cracked on its own and they told me the same around 600 euros to have them exchange it this is ridiculous after spending close to 2000 euros for a machine

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  5. Anonymous
    2021-02-15T18:49:57+00:00

    Yes agree this is very bad customer service basically don't care and want to close open cases even if you refuse. I even asked to make a compliant and guess what ignored.

    They also offered a refurbished model but in my view why should i take this if my unit is under 6 months old. I should get a new laptop or a refund. Unfortunately now I have had to talk to a lawyer who said in their opinion they are in breach of UK Customer rights act and I am entitled to a replacement or refund. I have contacted MS about this and not even the curtesy of a reply . So have had no choice but to  start a claim against them.

    It is a great shame as this is my 8th device and still have my SB2 which hasn't had an issue but still experienced the condescending replies that i have damaged the laptop myself.

    This all seems to be snow balling now so be interesting if several more tech magazines take this up as others have.

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