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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.
The important point to make in any claim is that it is a LATENT defect. i.e. it's a fault in their design which is repeatedly showing up around the world. Your country may have anti- "lemon" laws that say manufacturers who make rubbish should have to replace the faulty new equipment. Not just fix it.
Same issue and the hairline crack is identical to the known issues with the Surface Laptop 3.
We use these in a business environment and have sent 10 Surface 3 laptops back for the free repair and I have 3 more pending repair.
Same issue with their surface go laptop. I can't see how the Surface Book 3 is not the same issue, every hairline crack I have seen on these devices is identical and have no point of impact on them, it is like you close the lid and they crack. I have explained to MS these are meant to be laptops not desktops where you can't close the lid or move them. It is very frustrating.
Just wanted to add a quick reply to say that we're also going through this. As a company based entirely on Surface-based devices, we're not too happy with how one of the screens has presented with hairline cracks less than 2 weeks into use. No signs of damage on the laptop, no impact points etc. This looks like a clear manufacturing defect. I pointed out the Surface Laptop 3 issues with the screen, but our request for a free repair was rejected. I've explained the similarities between the two faults, pointed out that Microsoft have acknowledged the issue and requested escalation of our case. Hopefully we'll be able to get this resolved soon. If not, we'll need to raise it with our Account Manager and likely the Ombudsman too.
@MarcwithaC Lucky you: Surface Laptop 3 cracked screen reported incidents (microsoft.com). You can get a replacement
actually the link you mentioned give you the article of the support site but in that article, the microsoft support link is not working… i could not find anyway to get a request for replacement without starting a repair request and paying $599 for it!!!!
Same exact thing happened! I purchased my SB3 three months ago and it has barely left my house at this point, I've been working from home for the past weeks so the laptop has been sitting still on my desk for the past weeks, it hasn't fell or impacted any surface at all and today I notice this random fine crack going from the left edge of the screen to the volume button on top, I mean, wth?! It hasn't even overheated or anything of the sort! This is so unacceptable for the price we pay for this laptop... I hope I can get this fixed soon but honestly now I'm afraid this will keep happening randomly in the future!!
