Microsoft Surface Laptop 3 Screen Crack

I purchased my Microsoft Surface Laptop 3 (13.5in, model 1868) in Matte Black on the 28th of December 2019 (two weeks ago)

My device has been carefully sitting on my desk in it's box since purchase.

It has not been dropped or damaged in any way.

Yet I noticed after I set it up that it has a hairline crack in the glass on the right hand side of the screen.

I am not sure if it was there when I first got it out of the box because it is hard to notice. But I also do not understand how it could have happened in the few times I have used it.

No pressure other than my finger using the touch screen lightly has been put on the screen.

At first I was using the padding that came with the laptop sandwiched in between the screen and keyboard when I closed it.

(Now i know why they package it like that) its like the screen just cracked when i closed it or opened it.

The screen is very flimsy and i have been so careful with it because i paid a ridiculous amount of money for it (a whole years savings and 1/4  of my yearly income) it also just feels really fragile. 

There are a range of other commonly reported issues you can read about all over the web with the screen and software or design, but I really wanted to point out this one because it is deceptively common apparently. After searching the web for days I found hundreds of people complaining about this exact same issue on their brand new surface laptops! They are well hidden and I imagine deliberately so by microsoft. Unfortunately all have simply been told its physical damage so warranty wont cover it!  

I am trying to dispute the issue but so far no one has gotten back to me from Microsoft or the store I purchased it from. I have submitted numerous complaints. 

I refuse to pay to repair something I did not break. I want to know if anyone else here has had the same issue? Or heard of this happening? I will make sure that we have justice, compensation and that Microsoft recognises their fault. This product is a rip off. It would be worth the money if it worked. I was expecting to have this computer for years. 

Now I doubt it will last the month.

I am really disappointed in the design and the companies response to this fault. How does a touch screen be so fragile it could get a hairline fracture by just touching the screen? Or closing the lid or opening it up?

If the hinge broke or the keys fell off then it would be covered under warranty. So this should be too. There is no evidence of impact. The screen seems to have simply split itself.

I am PISSED!

Answer
Answer

Hi everyone,

 

We have investigated claims of screen cracking on Surface Laptop 3 and have determined that, in a very small percentage of cases, a hard foreign particle may cause a hairline fracture in the glass that may seem to appear unexpectedly or without visible cause.  

 

If you believe your Surface Laptop 3 is experiencing this issue, you are encouraged to contact our customer support team to initiate a repair free of charge during the warranty period of the device. If you have previously paid Microsoft for a Surface Laptop 3 repair that you believe experienced this issue, please contact customer support to learn about reimbursement.

Greg

Microsoft Surface Team
support.microsoft.com/surface

10 people were helped by this reply

·

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.

 
 

Question Info


Last updated October 27, 2020 Views 10,250 Applies to: