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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?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Late update, but figured it might help some folks here. I submitted a formal notice of dispute through Microsoft's arbitration/dispute resolution department. This got their attention, and someone from that department authorized a free exchange. Currently typing this on my new-to-me/refurbished, non-cracked SB3. I'm guessing that faced with paying the costs of arbitration, they figured it was cheaper to send me a replacement unit. Can't believe it took this much effort.
If it's any consolation, they would give you the same deal if it was still under warranty. Mine was 6-7 months old when the crack appeared. I've gotten used to it now, but everyone who asks me if I like the device gets to see it and I tell them to steer clear. As I see the posts stack up (I was the second in February) I can't believe MS is silent on the issue here.
Exactly the same cracks on my SB3 15" i7, it has always been on my desk. Never bumped or falled.
Bought in the Netherlands in august 2020. I've called Microsoft support about it, but they offer me a replacement with an additional charge of +/- €700.
Ridiculous! This is a premium device with a premium price (€2600), but the support on it isn't that premium.
I will try to make some photos for this topic.
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
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!
