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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.
I have a quick solution. We are stopping in purchasing Surfaces.
We have too many issues on/off with different models. Especially for this Surface Book's issue which Microsoft doesn't want to take responsibility of a faulty device to get it fixed. We all can be hallucinating.
Hi Moderator,
I'm wondering what Microsoft's stance is on this now that 95 people have shared that they have the same problem, and scores of the comments on this thread are from people saying they've experienced exactly the same issue, most adding that their Surfacebook was untouched on a desk or cracked when unsupervised overnight. Please do update us on this - it is clearly a latent issue and not caused by damage from the laptop owner.
I'm glad I found this thread.
Exactly the same experience for me as for many commenting here: I've been using it every day for work, closed and attached to a monitor.
On Friday I used it all day, then opened it to watch a movie in the evening only to find these massive cracks.
No-one's mentioned the effect on the Surface capabilities but in my spare time I also use it for drawing and am pretty sure the pen won't work with screenwide cracks like this.
The first hurdle is actually finding a place where you can contact support. They have deliberately made their website impossible to navigate in that regard - it will just send you round in circles until you want to scream. Eventually I found a direct link via Twitter that took me to a chat facility.
The operative agreed to escalate the issue but I've just had an email back this morning to say - just like everyone else here - that it counts as accidental damage and I'll have to pay over £500 for a replacement. My Surface Book 3 has two months' warranty remaining but that's irrelevant apparently.
The sheer quantity of responses on this thread are clear proof to me that this is a design fault and not "accidental damage".
Just this morning discovered a crack in my top left corner between the on button and the speaker. Bought in 2020, so probably well out of warranty but pretty disappointed. There is zero cushioning when you close the screen and while I look after it really well. The internet button is very flimsy and clearly the area has weakened and allowed the glass to break. Not good enough for a very expensive Laptop.
I am appalled with this issue and the fact that they will not admit to it I have had it happen before and just said okay they say there is no issue with the screen and I got it repaired at some expense now It has happened again in the same spot the top microphone to the side of the screen no impact no nothing just a hair line crack this is crazy that they will not understand that when there are so many people saying the same thing and reporting the same issue that there must be a problem I am disappointed and disgusted with this
