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
    2021-07-19T01:37:17+00:00

    I just contacted customer support and they forwarded me

    How did you manage to contact them?

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  2. Anonymous
    2021-07-19T11:22:00+00:00

    That's a good question, somewhere (don't know where rn), there is a chat function which you can then use to get in touch with them

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  3. Anonymous
    2021-07-19T14:53:52+00:00

    In response to your query: Once I contacted support and spent time speaking with each technician in the general support then the business support teams, I asked for the issue to be escalated.

    They did so and stated they would review the case and make a decision. Once I uploaded pictures and video of the machine they agreed to replace it but specifically noted that they have not determined this is a widespread problem, and is considered a unique circumstance. I own 3 Surface devices (2 personal) and this one is owned by a company. It is possible these circumstances may have contributed to MS final decision. It also went through their business unit. I don't know if personal users will receive similar treatment.

    I suggest requesting escalation and linking this and any other threads where this issue is being discussed. The more users get concentrated and continue to request assistance the more likely this issue will be identified and addressed.

    In my case, I wonder if the corner of the finger grip on the base is too sharp and cracked the screen. It seems to be right in the area where my screen crack started.

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  4. Anonymous
    2021-07-19T15:15:04+00:00

    Hi

    Thank you for posting below a great help to everyone.

    when they say replace are they providing a new unit or refurbished. Previously they offered me a refurbished unit. I currently am waiting for an ombudsman to take on my case but it has now been nearly 6 months so if i tried again with Microsoft id be happy rather wait for the Ombudsman to obtain a refund that may take another 6 months. Though i am tempted to change back to Apple...

    Thanks again

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  5. Anonymous
    2021-07-29T10:34:57+00:00

    As I already mentioned I had the same issue, and after escalating it, they said they would "look at it", but cannot guarantee.

    The same day it arrived at their service facility I get a notification, a new device is already on the way ;) .

    And now with the new device I realized what might have been the issue:

    In the center of the left-upper square (don't know how to describe it), if u pressed a bit harder u could feel a force touch (as in like the screen would slightly bend (similar to apple & Samsung force touch), I didn't think much of it, cause it was one point, but this might have been an issue.

    I'm happy that this chapter is over and will now spend 400€ on an extended warranty for 4 years. I won't take anymore chances.

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