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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?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Ya I agree totally it crazy that they are even allowed treat people like that never mind not trust or look into it in the first place.my laptop was bought on the 20th of January and for the price of it as I’m sure everyone does you don’t throw it around or treat it badly I’ve been so careful with it hopefully more people don’t just leave it lie if they have it and they finally might expect that there’s a flaw in there design
I woke up this morning to the same experience. My surface book3 which is kept safely and securely away from any harm overnight has cracked. I used a surface book 1 for 3 years without any issue. When we transitioned to working remotely I figured it was a good time for a long overdue upgrade to a book 3.
My first book 3 had a dead pixel that caused me many hours of following up with Microsoft to get a replacement within the 60 day window. The new replacement is the one that cracked and now MS want to charge me for a device that is 78 days old claiming that I cracked the screen.
I truly regret purchasing the new device now as MS don't seem interested in standing behind the very expensive hardware that they sell.
Re Update:
I fought back and forth with service and sales about this resolution including sending pictures demonstrating no impact point or other physical damage to the device. My case got escalated and was reviewed by some board but I was not allowed to speak to the board, present my case, or even receive word directly from them.
If you haven't taken those steps, you could always request those steps but likely will be a waste of your time and land you in the same spot your are in now.
The refurbished device they sent wasn't awful... outside of the space bar being squeaky and there being a scuff on the glass of the screen. The noise from the space bar makes me want to toss the SB3 out my office window. :) Super shame knowing I sent a pristine SB3. Wiping the device they sent and making sure there was no malware on it was more of the pain.
I have a feeling that even when Microsoft recognizes that the spontaneous screen cracks / BSOD are baked in issues that it will not be something I am compensated for or even notified about.
I know that I carry the blame for some of this. My original SB3 had BSOD/random screen shut offs/etc since I pulled it OUT OF THE BOX. However, I worked through troubleshooting steps on my own time without opening a ticket (insert face palm here) after I dealt with a crash 4 months into device ownership that lost hours of work I got fed up and finally opened a ticket. The SB3 was only 4 months old at the time. Or 2 months outside of the return window.
Ironically, even though I was able to produce logs showing the problem extended back to my first week with the device but still could not get an authorization to return or a new device. Refurbished was my only option. So I had to exchange my pristine SB3 for one that has a squeaky space button and a scuff on the screen in the top right corner.
Lesson learned: go through the hassle of doing a return immediately if the device is having issues because even with the extended warranty you won't get a great response.
Hello JessicaB01,
Thanks for posting your concern here. We really apologize for the inconvenience this has caused you.
Cracked screen and physical damage are considered customer induced and not typically covered under warranty, unless you have an Accidental damage plan. In your case, we suggest to immediately contact Microsoft Surface Support for them to investigate the issue and to seek options for your device or a possible exchange. If you're located outside United States, see Global Support.
Best regards,
StevenK
