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
    2021-05-29T10:08:53+00:00

    Either way - the screen should be replaced by MS where this happens - free of charge.

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  2. Anonymous
    2021-05-30T00:22:31+00:00

    Opened my SB3 and found a single crack arcing through the top right corner of the screen. In a matter of a few days, the entire screen is cracked from top to bottom. This machine has never been physically abused, although it has received many harsh vulgarities hurled in it's direction. Contacted MS, and unlike the swollen battery trade-in previous issue, this one I'm stuck with. I can pay $600 to replace it with a refurbished unit, but at this point, I can't trust the screen integrity. I guess I expected too much for them to stand behind their product - it is the modern way.

    Does anyone know if these same screen cracking issues are plaguing the Surface Pro's? I could stand the downgrade and run just a Windows tablet. Or any other suggestion?

    Regards from the Republic of Texas,

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  3. Anonymous
    2021-05-30T00:35:22+00:00

    I was also told there were no other reported issues of hairline cracks in the screen when my phone issues started. I can confirm that I had to pay a fee for replacement. I had to replace my unit because of blue screen issues it was having prior to the spontaneous crack appearing.

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  4. Anonymous
    2021-05-30T00:38:48+00:00

    I am not sure. My guess is that it is hit or miss.

    I've got a Surface Pro 7, Go (1), Go 2, and Surface Laptop 3 in addition to my Surface Book and no issues with those screens at this time.

    Only the crack in the Surface Book 3 screen.

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  5. Anonymous
    2021-05-30T15:55:17+00:00

    I have had the same issue on my SB3 i7, 16GB RAM, 256GB, noticed it this morning. Crack runs from between the camera and microphone to the bottom of the screen. Device has never been mishandled and has never been dropped, but it does tend to run hot, similar to how JessicaB01 has described. Has been owned for just under a year. Very disappointed!

    Edit: I've opened a case with Microsoft, it's being escalated to the "highest support team" to request for a possible exemption from standard warranty procedures.

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