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

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.

0 comments

116 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-06-22T19:53:43+00:00

    Unbelievable - we should start a group or something in LinkedIn - this is deplorable service - I have been given the runaround for weeks - told to go into London to the shop where they would help and absolutely no help at all -

    Any suggestions as to what we can do?

    Shall we maybe set up a LinkedIn campaign?

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2021-06-17T22:29:00+00:00

    It just happened to me, I can't believe it.

    I am a student and the SB3 was an extremly costly investment for me (2400€ after 300€ discount), I already got it replaced once cause the screen has a flickering issue and now I just got back put my SB3 on the table it was all fine, I get some food , put the tablet out and randomly see a hair line crack going from the mic down. I really don't have 600€ lying around to get a refurbished device.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Anonymous
    2021-06-05T21:33:25+00:00

    just had this exact thing happen? SB3. practically brand new. barely moved. one day one using it and i close it, come back, the fan is on and it’s really hot. next day i pick it up and hear the screen crack. there’s a crack from upper right to lower left. total BS. i say class action law suit. who is with me?

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2021-05-31T22:41:39+00:00

    I'll add my 15" Book 3 to the list, was fine this morning, adjusted the screen angle and now the is a crack across the entire screen diagonally top left to near the bottom right. It is the glass, the image is fine. Same thing, Microsoft online support want me to pay about AU$1032 so I can get a refurbished one. The unit is in perfect condition, about a year old.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2021-05-30T00:22:31+00:00

    Opened my SB3 and found a single crack arcing through the top right corner of the screen. In a matter of a few days, the entire screen is cracked from top to bottom. This machine has never been physically abused, although it has received many harsh vulgarities hurled in it's direction. Contacted MS, and unlike the swollen battery trade-in previous issue, this one I'm stuck with. I can pay $600 to replace it with a refurbished unit, but at this point, I can't trust the screen integrity. I guess I expected too much for them to stand behind their product - it is the modern way.

    Does anyone know if these same screen cracking issues are plaguing the Surface Pro's? I could stand the downgrade and run just a Windows tablet. Or any other suggestion?

    Regards from the Republic of Texas,

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments