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
    2021-03-08T12:05:05+00:00

    Hi Jessica, I posted this on another thread last Tuesday, March 3rd.

    Yep, my SurfaceBook 3 has mysteriously done the same today - hasn't been taken anywhere or subjected to any stresses, but it now has a 2-3 cm arc hairline crack on the black bezel between the volume button and the front camera.

    I have not yet approached Microsoft about this. This is a GBP£2,500 machine that has been extremely well cared for since I got it last summer. If this was my fault or an isolated thing, then fair enough. But it seems to be fairly common, and I would like some action on it while under warranty.

    I'll let you know how I get on.

    Steve in Glasgow

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  2. Anonymous
    2021-03-10T00:38:28+00:00

    I also had this issue with my Surface Book,

    So I called the Microsoft support, and their answer was that I had to pay to replace the screen because the warranty doesn't cover "accidental damages". But as you say, this isn't an accident, we didn't drop the computer. And I wouldn't break my $2500 device just for fun! I don't understand why Microsoft doesn't understand us.

    I am student, so this laptop was a HUGE investment, my first Microsoft, and I always took care of it to prevent damages, in vain...

    Of course I am disappointed, I thought that I could enjoy working on it, taking notes... but instead, I see this crack, encounter bugs (that are often fixed after a restart. But, in a computer of this price, the fact that we can't use it smoothly without having troubles every week is very disappointing), or recently, when I put my Surface in Tablet mode to take notes, I felt some "continuous" electric shocks...

    Hope Microsoft will consider our issues one day

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  3. Anonymous
    2021-03-10T21:52:30+00:00

    StevenK_M - Microsoft should be stepping up for the customer. I too have a sudden hairline crack across my screen on a machine that does not leave my desk. There is a noted problem from Microsoft for the glass breaking. It is unfortunate the glass did not break in the short hardware warranty period in my case. I really like my laptop, but it sucks to look at a crack all day on a high end piece of hardware. Lesson is buy a Mac Book I guess???

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  4. Anonymous
    2021-03-14T19:41:26+00:00

    THe same thing happened to my Surface book 3 - The screen spontanously cracked after about 1 week., from the top right corner  to the lower left.  

    I send several requests to customer support, but they claimed it caused by physical damage to the screen (Im pretty sure it was not..)

    So I've given up talking to customer service, and Ill just wait till they admit it like the surface laptop last year.. With so many reports of cracked screens, they have no other choice.

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  5. Anonymous
    2021-03-14T19:54:04+00:00

    Exactly the same with me they wanted me to send it away for investigation and if it came back that it was caused by what they called (physical damage ) then I would have to pay for them to fix it or I wouldn’t get it back and that at minimum it would be gone 10-15 days and I have to have my laptop for online schooling it’s crazy hopfully they admit it soon

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