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
    2021-08-31T15:57:51+00:00

    I have had the same issue. A hairline fracture appeared on the top right corner of my screen. This is a laptop I paid to much money for specifically thinking that I could avoid these types of issue and also trusting that the microsoft brand would be there in case of any failure. With the event happening with the surface laptop 3 they should already be aware that this was a possibility and have no excuse to be turning a blind eye on the problem. I can't believe the only solution they have proposed is for us to pay the $600 USD to change the screen. This truly shows me Microsoft is not trustworthy brand.

    I will be following the thread so if anyone has any tips on how to escalate the problem to such point that they actually respond for this defect please post here

    Thanks.

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  2. Anonymous
    2021-08-29T14:30:07+00:00

    Same issue here! My Screen cracked in the area of the microphone and the camera. it happened without external influence! No hit, no drop or something like that!! I'm extremely frustrated! Microsoft, are you serious??? this is a quality problem!!

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  3. Anonymous
    2021-08-27T21:17:37+00:00

    I am in the US. Georgia to be specific. MS customer support basically called me a liar when I said nothing happened to cause the cracks. I have asked to have the issue escalated to higher authority, but got no response.

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  4. Anonymous
    2021-08-27T13:12:01+00:00

    May I ask where you are located? Called MS last week in Germany and they explicitly refused to take any kind of action (except replacing it for 600€). And this on a 12 week old SB3 - extremely frustrating

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  5. Anonymous
    2021-08-22T09:19:22+00:00

    Same problem, screen cracked out of nowhere, 1 day it was fine, the next day the crack was there

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