Hey Gil - how did you escalate?? I was told the only way was to go to MSFT "feedback" and the reply I got was "you can't get there from here" - is there another route through??
Surface Book 3 Screen Crack / Other Issues
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Anonymous
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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Anonymous
2021-06-24T11:53:23+00:00 -
Anonymous
2021-06-24T12:00:26+00:00 Can i suggest we all write to customer service and point hem to this thread and others so they know its a really problem and not chancers ?
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Anonymous
2021-06-24T12:06:11+00:00 Absolutely!
Send me the link please!!
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Anonymous
2021-07-01T22:59:01+00:00 The same happened to me. I contacted "Verbraucherschutz Zentrale" in cologne. Spend 3000€ on a device where the screen Cracks obviously because of heat.
Also Microsoft Service on the Phone told me that on the day i called 3 other ppl came up with the same issue. Later in the mail they said its an unkown issue.
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Anonymous
2021-07-02T13:49:53+00:00 Same issue. I bought the device on release (just over a year ago). Have kept it very well protected, and it has never suffered any accidental damage. Then a crack randomly appeared within the last few weeks.
Contacted support, was told by multiple support agents that they have been getting many of these complaints. They "escalated" the support ticket. Then I was informed that the escalation team determined that this is not a known issue, so they will not provide any further support.
I've gone ahead and sent a formal notice of dispute with Microsoft and will pursue arbitration if they do not resolve the issue. This seems like the exact same problem the Surface Laptop 3 had/has, but I'm guessing Microsoft has not been as pressured to recognize it because the Book 3 is a lower volume device, so there are fewer overall complaints.
Extremely disappointed with Microsoft's handling of this issue. This will almost certainly be my last Surface device unless they change their tune soon.