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
    2021-10-07T05:44:11+00:00

    Late update, but figured it might help some folks here. I submitted a formal notice of dispute through Microsoft's arbitration/dispute resolution department. This got their attention, and someone from that department authorized a free exchange. Currently typing this on my new-to-me/refurbished, non-cracked SB3. I'm guessing that faced with paying the costs of arbitration, they figured it was cheaper to send me a replacement unit. Can't believe it took this much effort.

    Did you send the notice via a letter by mail? Or is there a way to drop them an e-mail?

    This because I am from the EU, I can send the letter without a problem, but a e-mail address would be faster :)

    Edit: I did sent the letter via the mail to US. Hopefully they reach out soon to me.

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  2. Anonymous
    2021-10-07T04:00:06+00:00

    Late update, but figured it might help some folks here. I submitted a formal notice of dispute through Microsoft's arbitration/dispute resolution department. This got their attention, and someone from that department authorized a free exchange. Currently typing this on my new-to-me/refurbished, non-cracked SB3. I'm guessing that faced with paying the costs of arbitration, they figured it was cheaper to send me a replacement unit. Can't believe it took this much effort.

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  3. Anonymous
    2021-09-11T16:38:19+00:00

    If it's any consolation, they would give you the same deal if it was still under warranty. Mine was 6-7 months old when the crack appeared. I've gotten used to it now, but everyone who asks me if I like the device gets to see it and I tell them to steer clear. As I see the posts stack up (I was the second in February) I can't believe MS is silent on the issue here.

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  4. Anonymous
    2021-09-10T08:49:39+00:00

    Hereby my photos of a ruined SB3 :(

    As mentioned, not falled, not bumped. The first cracks appeared overnight while the SB3 was laying on my desk. Just that..

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  5. Anonymous
    2021-09-09T14:55:58+00:00

    Update: Today I have received a brand new SB3 free of charge

    I'm located in Belgium

    -I have never been directly in touch with Microsoft so I can't provide any info or details unfortunately

    -The shop where I have bought mine has taken care of everything

    I think i'm just extremely lucky, my old device was also in a perfect brand new condition (except for the fine crack in the display) and it was completely reverted to factory settings before I brought it in

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