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
    2021-10-19T17:41:42+00:00

    I received a response yesterday, I guess I am just unlucky..

    Very disapointing answer from Microsoft.

    quote:

    Thanks for reaching out and providing us with your feedback. Please accept our apologies for the experience and for all inconveniences.

    We are sorry to hear that your screen is cracked. Cracked screens are not covered under the warranty terms.

    There are costs associated with repairing your device.

    The warranty terms are available online at https://support.microsoft.com/help/4040687.

    I can send you additional details in email so when you choose to repair your device, you have everything you need to get the process started.

    Please keep in mind that the article shared is not for your device, our investigation showed small percentage of cases but for Surface Laptop 3.

    Thank you for choosing Microsoft and for your understanding in this matter.

    This was my last Surface Book ever. Switching back to the Pro line, never had any issues with sudden-cracked-screens before.

    :(

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  2. Anonymous
    2021-10-13T09:03:14+00:00

    I have sent the form via mail also. From the Netherlands, so the love letter is a few days in delivery ;).

    Thanks for the heads up! Keep you all posted..

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  3. Anonymous
    2021-10-07T13:35:28+00:00

    I sent the Notice of Dispute available at this site: Arbitration & Dispute Resolution | Microsoft Legal

    I sent this via mail, as that appears to be the only way they accept it, per their agreements. A bit of a pain, but it ended up working out for me. Hope that is helpful.

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  4. Anonymous
    2021-10-07T08:36:58+00:00

    Update...

    Microsoft flat out refused to do anything about our first SB3 with a cracked screen.

    Now, today, another one of our new SB3s have had exactly the same problem. The crack starts in the camera region and runs down to the bottom left corner. Now we're getting annoyed...

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  5. Anonymous
    2021-10-07T05:44:11+00:00

    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.

    Did you send the notice via a letter by mail? Or is there a way to drop them an e-mail?

    This because I am from the EU, I can send the letter without a problem, but a e-mail address would be faster :)

    Edit: I did sent the letter via the mail to US. Hopefully they reach out soon to me.

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