Surface Book 3 Screen Crack / Other Issues

Hello JessicaB01,

Thanks for posting your concern here. We really apologize for the inconvenience this has caused you.

Cracked screen and physical damage are considered customer induced and not typically covered under warranty, unless you have an Accidental damage plan. In your case, we suggest to immediately contact Microsoft Surface Support for them to investigate the issue and to seek options for your device or a possible exchange. If you're located outside United States, see Global Support.

Best regards,

StevenK

I have the exact same model, with the exact same string of problems (BSODs, random screen shutoffs...). What brought me to this post was a similar hairline crack appearing overnight at the top of my screen from the microphone hole (I think? There's one on each side of the camera sensors) over the bottom of the camera to the top of the screen. Microsoft already replaced my device once for a pixel stuck on green (hours of time lost to service requests and then backing up and re-imaging the new device, but thankful they did it). As a Microsoft surface line enthusiast (a rare hold-out in the computer science academic community dominated by Apple products), I am so disappointed with these issues for a $2500 device.

I am getting ready to reach out to Microsoft support (their default answer through the web-based support claim is it's your fault, you must have dropped it, so give us $600 to fix a problem that will probably randomly appear again) and will update my post once hearing from them.

I felt compelled to let you know you are not alone and to start building a record of these issues on Microsoft's own pages. I wish I would have done more research before dropping the most money I've ever spent on a laptop:

https://www.reddit.com/r/Surface/comments/hptg18/surface\_book\_3\_quirks\_and\_issues/

https://www.notebookcheck.net/Some-Surface-Book-users-complain-of-screen-defects-in-response-to-normal-use-and-that-Microsoft-is-all-but-ignoring-them.489274.0.html

https://www.reddit.com/r/Surface/comments/imf6b1/surface\_book\_3\_random\_screen\_crack/

UPDATE: After talking to MS support via the phone, forking up $600 was my only resolution... I am utterly disappointed with that answer as I have no more time or money to give to Microsoft... holding my breath that more people file claims and they admit this widespread issue.

Oh man.  Thanks for the comment.  I think by posting and forcing the issues more and more into the light maybe SOMEDAY Microsoft will believe that the a crack spontaneously appeared because there is no impact point / no physical damage / any type of scratch on the device.

As an update to my saga, I had the accidental protection so Microsoft only charged me whatever small fee to replace the SB3 with a refurbished unit (even though I had the service record of all the problems and was already authorized a return because of all the other issues).  I was promised on multiple occasions the device would come "cleaned."  Well, all the powershell and python scripts that existed on the laptop when I received say that was a lie. 

I contacted Microsoft (on my open ticket) and asked if they would like to be provided the data that was present on the laptop when I received it so they could further investigate the failure in their process.  I did not get any type of response.  I guess this means they don't care and this information / scripts can be considered public?

That being said, anyone receiving a Microsoft replacement, you may want to take the time to do a complete wipe and make sure the device is cleared after all from my experience it would be possible to get something that has a root kit installed on it.

I just wish the customer service wasn't so bad.  I've got 5 Surface laptops and this is my first experience with their customer service and it was just really bad.

Yes agree this is very bad customer service basically don't care and want to close open cases even if you refuse. I even asked to make a compliant and guess what ignored.

They also offered a refurbished model but in my view why should i take this if my unit is under 6 months old. I should get a new laptop or a refund. Unfortunately now I have had to talk to a lawyer who said in their opinion they are in breach of UK Customer rights act and I am entitled to a replacement or refund. I have contacted MS about this and not even the curtesy of a reply . So have had no choice but to  start a claim against them.

It is a great shame as this is my 8th device and still have my SB2 which hasn't had an issue but still experienced the condescending replies that i have damaged the laptop myself.

This all seems to be snow balling now so be interesting if several more tech magazines take this up as others have.

I know that I carry the blame for some of this.  My original SB3 had BSOD/random screen shut offs/etc since I pulled it OUT OF THE BOX.  However, I worked through troubleshooting steps on my own time without opening a ticket (insert face palm here) after I dealt with a crash 4 months into device ownership that lost hours of work I got fed up and finally opened a ticket.  The SB3 was only 4 months old at the time.  Or 2 months outside of the return window.

Ironically, even though I was able to produce logs showing the problem extended back to my first week with the device but still could not get an authorization to return or a new device.  Refurbished was my only option.  So I had to exchange my pristine SB3 for one that has a squeaky space button and a scuff on the screen in the top right corner. 

Lesson learned: go through the hassle of doing a return immediately if the device is having issues because even with the extended warranty you won't get a great response.