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
    2021-08-29T14:30:07+00:00

    Same issue here! My Screen cracked in the area of the microphone and the camera. it happened without external influence! No hit, no drop or something like that!! I'm extremely frustrated! Microsoft, are you serious??? this is a quality problem!!

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  2. Anonymous
    2021-08-31T15:57:51+00:00

    I have had the same issue. A hairline fracture appeared on the top right corner of my screen. This is a laptop I paid to much money for specifically thinking that I could avoid these types of issue and also trusting that the microsoft brand would be there in case of any failure. With the event happening with the surface laptop 3 they should already be aware that this was a possibility and have no excuse to be turning a blind eye on the problem. I can't believe the only solution they have proposed is for us to pay the $600 USD to change the screen. This truly shows me Microsoft is not trustworthy brand.

    I will be following the thread so if anyone has any tips on how to escalate the problem to such point that they actually respond for this defect please post here

    Thanks.

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  3. Anonymous
    2021-08-31T22:52:16+00:00

    My Surface 3 is just past the 1 year warranty. A line appeared across the bottom 1/3 of the screen on Saturday and now on Sunday the entire bottom 1/3 of the screen will not display. It is not a physical problem, it was not dropped or anything like that. I understand that Microsoft will charge me over $700 to repair it. This is not right!

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  4. Anonymous
    2021-09-03T16:03:48+00:00

    I am from the Netherlands and the same issue here.... Just closed my Surface Book 3 for a lunch break, did NOT move the surface book at all and after opening it I discovered a big crack in the top of the screen next to the microphone.

    Really how can Microsoft give such bad support, letting people pay 700 USD to repair a factory fault. I was a Microsoft fan but this really cannot be true, many people have the same issue and still we have to pay for a repair....

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  5. Anonymous
    2021-09-05T15:33:21+00:00

    Hi Micha, bei mir war das gleiche. Ich habe mich an die Verbraucherschutzzentrale NRW gewandt. Wenn Du dich dort oder bei einer anderen vllt auch meldest, könnte man evtl. eine Klage zusammen organisieren?

    Viele Grüßé
    Ben

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