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

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  1. Anonymous
    2022-01-27T11:50:36+00:00

    I also got the famous crack in my screen after about a year and 8 months. I barely use the laptop. Maybe 1-2 times per month, and it almost never leaves my home. The crack happened overnight while the laptop was just lying on a table in the living room. I'm in Denmark, so the warranty is 2 years by law. I called them, they told me it's still under warranty and asked me to send it in. 2 days later they call me back and say that I shouldn't bother sending it in, because it will just be rejected. They won't cover screen cracks under warranty. Also, they say that they can't replace the screen anymore, because it's an old model and they don't have the screens anymore. The only solution they offered me was to buy a refurbished unit at 60% of the original price.

    As I said, I live in Denmark and we have decent consumer protection laws (I think that goes for whole of EU). I tried to explain that by law they can't just pick and choose which parts of a device they want to cover. The reply was that he doesn't know about the laws, he's just a technician, and that's what they told him from the surface service center. He already brought the case to his supervisor, but told me he will do so again.

    In the meantime I'm preparing a case against them.

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  2. Anonymous
    2021-12-25T01:38:31+00:00

    I have had my book 3 for maybe 3 months and take the best care of it.. it is a piece of junk to start.. I do not travel with it.. last night I was using it in home office and was fine..this morning same..I leave and come back and the screen is cracked.. I surely didn't do anything to crack the screen being nobody has touched it all day other than me using on the desk I left it since last night. I'm blown away right now.. almost 4000.00 it cost me and it just cracks for no reason..

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  3. Anonymous
    2021-10-26T09:38:55+00:00

    Same for me, guess they handle EU requests differently.

    Anyway, I'll be switching to the Pro series as well, but the one from Apple ;). MS is dead to me after this

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  4. Anonymous
    2021-10-19T17:41:42+00:00

    I received a response yesterday, I guess I am just unlucky..

    Very disapointing answer from Microsoft.

    quote:

    Thanks for reaching out and providing us with your feedback. Please accept our apologies for the experience and for all inconveniences.

    We are sorry to hear that your screen is cracked. Cracked screens are not covered under the warranty terms.

    There are costs associated with repairing your device.

    The warranty terms are available online at https://support.microsoft.com/help/4040687.

    I can send you additional details in email so when you choose to repair your device, you have everything you need to get the process started.

    Please keep in mind that the article shared is not for your device, our investigation showed small percentage of cases but for Surface Laptop 3.

    Thank you for choosing Microsoft and for your understanding in this matter.

    This was my last Surface Book ever. Switching back to the Pro line, never had any issues with sudden-cracked-screens before.

    :(

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