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
    2021-03-08T12:05:05+00:00

    Hi Jessica, I posted this on another thread last Tuesday, March 3rd.

    Yep, my SurfaceBook 3 has mysteriously done the same today - hasn't been taken anywhere or subjected to any stresses, but it now has a 2-3 cm arc hairline crack on the black bezel between the volume button and the front camera.

    I have not yet approached Microsoft about this. This is a GBP£2,500 machine that has been extremely well cared for since I got it last summer. If this was my fault or an isolated thing, then fair enough. But it seems to be fairly common, and I would like some action on it while under warranty.

    I'll let you know how I get on.

    Steve in Glasgow

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  2. Anonymous
    2021-02-24T07:06:38+00:00

    When interfacing with Microsoft Support I was told they inspected a whole extremely large sample of SIX devices that were supposed to have spontaneous screen cracks and found "impact" points on every one.

    Please excuse the large amounts of sarcasm. I just find it hard to believe that as many problems as the Surface Laptop 3 had with glass cracking that problems with other devices is outside of the realm of possibility as Microsoft seems to claim it is.

    Lets be honest, the Surface Book is a beast. I am not carrying that thing anywhere, it is too heavy!

    Acknowledging this as a problem on one of the more "high-end" Surface devices sure would be nice...

    Was this answer helpful?

    0 comments
  3. Anonymous
    2021-02-23T19:21:55+00:00

    Ya I agree totally it crazy that they are even allowed treat people like that never mind not trust or look into it in the first place.my laptop was bought on the 20th of January and for the price of it as I’m sure everyone does you don’t throw it around or treat it badly I’ve been so careful with it hopefully more people don’t just leave it lie if they have it and they finally might expect that there’s a flaw in there design

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2021-02-23T14:38:22+00:00

    I woke up this morning to the same experience. My surface book3 which is kept safely and securely away from any harm overnight has cracked. I used a surface book 1 for 3 years without any issue. When we transitioned to working remotely I figured it was a good time for a long overdue upgrade to a book 3.

    My first book 3 had a dead pixel that caused me many hours of following up with Microsoft to get a replacement within the 60 day window. The new replacement is the one that cracked and now MS want to charge me for a device that is 78 days old claiming that I cracked the screen.

    I truly regret purchasing the new device now as MS don't seem interested in standing behind the very expensive hardware that they sell.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2021-02-18T13:12:42+00:00

    Hi had the same problem my surface book 3 ive had it for three weeks and it has only sat on my desk and the screen cracked on its own and they told me the same around 600 euros to have them exchange it this is ridiculous after spending close to 2000 euros for a machine

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments