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: Newest
Most helpful Newest Oldest
  1. Anonymous
    2021-08-20T17:58:44+00:00

    Yes, I too have a cracked screen, for no apparent reason. Not impact or dropping.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-08-20T07:33:27+00:00

    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.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Deleted

    This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

    Comments have been turned off. Learn more

  4. Anonymous
    2021-08-14T14:59:08+00:00

    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.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2021-08-03T22:12:25+00:00

    I also have had the same screen cracking issues, but my problem is even stranger. When I bought the Surface Book 3, I purchased the MS Complete warranty for just that reason, cracked screen. It occurred on my Surface Pro 7 and Surface Book 1. I found out that the standard warranty does not cover screen breaks or cracks. So I bought 'Complete' with the computer. Unfortunately, MS did not register my Complete Policy with my Surface so I am still not covered. After 3 days on the phone and talking to at least 10 MS Store technical support people, I got so frustrated I have now given up and purchased a new computer, NOT A MS Surface.

    I know MS says the screen cracks are not their issue. It is! Not honoring their extended warranty, starting to look a lot like Consumer Fraud.

    Was this answer helpful?

    0 comments