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. 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

  2. Anonymous
    2021-03-29T11:34:04+00:00

    SB3 here also hairline crack over night - it had not been moved - sitting on desk for weeks without closing the display over.

    What needs to be done to get MS to take notice and acknowledge there is an issue here?

    Was this answer helpful?

    4 people found this answer helpful.
    0 comments
  3. Anonymous
    2021-03-26T18:03:57+00:00

    I have the Surface Book 3 15" i7 with 16 GB of RAM and 256 GB SSD and had the exact same experience today. I purchased my Surface Book only 25 days ago and left the book on a table overnight to open it up the next morning with hairline cracks where the aux in is located. I purchased mine through a third party retailer, so I am getting a full refund. I want to purchase the laptop again but for the price and the fragility of the screen, I'm a bit wary. If you are to buy this surface book, make sure to get the extended warranty cover for as long as you can afford to, which is what I was advised to do by the Microsoft Support Team. Personally, I would expect something more robust for the premium price. I can only speculate that it is a temperature problem and is local to a batch of these products. Hopefully Microsoft can come out and confirm this like with the Surface Laptop 3. This has been my first laptop purchase in 12 years as I had a MacBook Pro that served me well for all of that time

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2021-03-22T09:02:19+00:00

    Hi

    Glad you got yours fixed. did they fix your original Laptop or issue you with a refurbished model ? They have offered me a 'fix' but in reality they are asking me to send mine in and sending me back a refurbished model so in my book more of an exchange.

    We have a similar law here so I am wanting for feedback on my claim this week but with the way Microsoft have treated me I may choose a different laptop and get a refund. It will be interesting to see the next design of the laptop 4 or even Book 4 to see if this issue is addressed.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2021-03-22T08:44:45+00:00

    I had the exact same issue, around the camera. After much back and forthing with the webshop I bought it from, I got Test Aankoop on the case. Since the law in Belgium is that any damage in the first 6months has to be refunded or proven it wasn’t like that on arrival by the vendor, they took the expense on themselves. So mine is now fixed, but I am wondering whether a screen protector will prevent it from happening again? I can see there is tension still around the camera area.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments