Surface Book 3 Screen Crack / Other Issues

Either way - the screen should be replaced by MS where this happens - free of charge.

I had started the swap with a second hand model process then read this forum question. This sounds like a LATENT DEFECT.

Hot air from the base unit blows up through holes along the top edge of the base at the hinge of the screen. It heats the bottom differentially from the top of the screen. I suspect the heat and cool cycles then induce stresses in the glass which try to relieve themselves in places where the glass is thin - around the camera, and also it will open up micro-cracks in the glass.

Just tried to check out the refurbished SB3 to see that its the same. So of course had to load my profile to log in etc.

After having charged it overnight (it arrived with no battery power) it started with about 20% charge. I plugged the charger in, and it wasn't charging. The power duly reduced over time as I started deleting the stuff copied to the machine. Now have to have another difficult conversation with the Philippines' Microsoft puppet. He is very polite but has no knowledge nor power to do anything without approval from on high.

SB3 (i7, 32GB ram, 15inch) here also hairline crack over night. I sent detailed pictures to Microsoft where I saw them that there is no even a scratch in my device (30 days from purchase) but still they did not offer me an exchange free of charge.

Please see the message below which subject to this forum their statement that "we don't have any other reports of known issues for Surface Book 3 with hairline cracked screen." is not true.

Please formally report your issues so as we can raise a general case. There is for sure a manufacturing error.

"Thank you for contacting Microsoft Surface Support. 

I just received the results of the review and I was informed by our Service Center that we don't have any other reports of known issues for Surface Book 3 with hairline cracked screen."

Thanks for all the reports. Sounds like a design defect. The screen should be able to sit doing nothing overnight without falling apart.

After taking a month to assess a swollen battery in his last Surface laptop, my son selected a Surface Book 3  15" with lots of memory 

and big hard drive as it'll need to last him through the final years of school.

He'd only had it 3 months when significant cracks appeared on the screen over a short break between classes.

It had rested quietly in his laptop backpack on his back until he went into the classroom. He was very upset about it as to 

replace the last one took over a month and he needs it at school every day. He also notes how hot the unit gets at times.

0My son is a quiet, studious lad who is careful with his phone and laptops etc.

It took forever through the website to get the wrong information and finally I rang to sort out the coverage issue.

Fortunately we had taken out extended insurance cover with accidental cover included. It still cost $50 or so for "fees". Not an excess.

I couldn't understand what the operator meant about what the fees cover. I paid it and the $5K advance for them to send out the 

refurbished one to swap it over. We'll get the money back if it is returned within the month.

I resent them swapping a new machine for a patched one under insurance. Especially as it now looks like a common issue of poor design.

Not the behaviour of an organisation which values quality in all aspects of a device. I've been a T&E engineer for military equipment for 20 years. 

The insistence that a crack has to be user caused damage is very poor thinking. I think this needs escalation to our Consumer and Business affairs people. I also sent in an invoice for all my videoing, emails, phone calls etc. They've stopped talking to me.

@Microsoft

I presume you are monitoring this :

Given the number of cases, can you make a formal statement for all those customers with spontaneously cracked SB3 screens?