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
    2021-06-24T01:16:15+00:00

    I also have the same issue with a crack mysteriously appearing on not one but two surface book computers - a surface book 3 and now a surface book 2.  they both are vertical cracks that run from the bottom to the top - no impact, no closing of the screen, nothing that would suggest the screen could be cracked.  It is almost like it just appeared - each time on each device.  Microsoft has replaced the laptop each time under the ADD warranty I have for a $49 deductible but I now (before seeing these posts) think the issue has something to do with the design and not the use.  I hope everyone experiencing these issues post on this thread - as this needs to be addressed by Microsoft.  These are not cheap junk computers...well, they are not cheap.

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  2. Anonymous
    2021-06-22T20:08:50+00:00

    I think you won’t get anywhere with that but of course wish you the best of luck!

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  3. Anonymous
    2021-06-22T20:01:24+00:00

    My case is still being investigated and let's say I hope for the best. I bought the device in Germany, so if it gets rejected I will follow legal actions as according to German Law the Seller must proove within the first 6 month that I caused the crack.

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  4. Anonymous
    2021-06-22T17:27:43+00:00

    I contacted Microsoft over the past week because my screen cracked mysteriously some weeks ago.  This is a company-owned business machine that lives on my desk or in a laptop case, and I take good care of it.  It has not been dropped.  

    I received the same treatment as all of you have reported.  I even got transferred to the business section, but the reply was identical.  Pay for a refurbished unit.  I can't currently afford to send away my workhorse for two or three weeks, nor am I willing to pay for a refurbished unit when clearly this is a widespread design problem.

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  5. Anonymous
    2021-06-21T17:20:50+00:00

    Same issue.  Spent nearly $4k for top of the line SB3, only to have the screen crack mysteriously.   Told by Microsoft that they can do nothing and it’s 600 bucks to repair it.   Clearly there is an issue.  FIX IT!

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