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
    2021-10-13T09:03:14+00:00

    I have sent the form via mail also. From the Netherlands, so the love letter is a few days in delivery ;).

    Thanks for the heads up! Keep you all posted..

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  2. Anonymous
    2021-10-13T06:23:34+00:00

    Three options I can suggest.

    First is to go back to them and say your cracks were there in August '21, just microscopic, and then they propagated to eventually be visible in September, so is a warranty repair. It's also a potential WHS hazard - you might have to sue them if you cut your fingers on the screen that's cracked!

    Next, you shouldn't have to fix latent design defects. It's like "lemon" car designs that shouldn't be on the road. As so many people have this same weird fault that I've never seen in any other laptop I've ever owned (it's not like the occasional dead pixel or random component failure... it's consistent and reproduced often).

    Third - you may get some relief using glass and screen crack products online - designed for car and phone screen cracks. Like superglue.

    Microsoft gave up on my claim - when I started sending them invoices for all the diagnostic videos etc and tracking their replacement (non working) surface etc for them.

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  3. Anonymous
    2021-10-13T02:27:43+00:00

    I have a surface book 3 that I purchased in August of 2020. About A week ago I notice 3 cracks in my screen. I originally thought they were scratches. But closer inspection with a magnifier, I realized they were cracks. I was frustrated, and started to search repair options. From my inspection of the screen I thought I could just remove the very thin sheet and replace it. Further online study has indicated that I have to replace the display, and in a few days, several more cracks have appeared. Not only that Microsoft has an issue that they know exists, and hides behind a 1 year warranty, and tells me my only option is a $650 repair.

    Anyone know of a more palatable repair option?

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  4. Anonymous
    2021-10-07T13:35:28+00:00

    I sent the Notice of Dispute available at this site: Arbitration & Dispute Resolution | Microsoft Legal

    I sent this via mail, as that appears to be the only way they accept it, per their agreements. A bit of a pain, but it ended up working out for me. Hope that is helpful.

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  5. Anonymous
    2021-10-07T08:36:58+00:00

    Update...

    Microsoft flat out refused to do anything about our first SB3 with a cracked screen.

    Now, today, another one of our new SB3s have had exactly the same problem. The crack starts in the camera region and runs down to the bottom left corner. Now we're getting annoyed...

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