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A growing number of customers on Microsoft’s Answers Forum and Reddit are complaining that their nearly new Surface Laptop 3’s have developed spontaneous cracks in the screen. It appears that these devices are all the non Alcantara variety and are Aluminum only. Customers are posting pictures like the one below showing the issue in Microsoft’s Answers Forum.
Customers state that they did not drop, bang, or mistreat these devices or expose them to extreme temperature swings. So far, Microsoft outsourced forum support has been treating these as individual physical damage claims. For those who spent the extra money on Microsoft Complete, there is better coverage, albeit there is a $49 cost and there are only two “incidents” covered and this counts as one. One customer contacted support and states: “ I am currently waiting to hear back from Microsoft after numerous complaints…. they are taking forever but I finally got someone to admit they were investigating reports of the same issue. They said they had no time frame for a resolution or reply “
Reports of this issue are growing. Here’s a partial list of complaint threads:
https://www.reddit.com/r/Surface/comments/ee17oc/surface_laptop_3_screen_cracked/
https://www.reddit.com/r/Surface/comments/e7zohz/surface_laptop_3_cracked_screen/
https://www.reddit.com/r/Surface/comments/ew4247/cracked_screen_new_laptop/
One customer writes: “ Soon after using it I noticed that the hinge would make a creaking sound when I opened it and the bottom chassis would do so as well when I lifted it applying even the slightest pressure. In addition to hearing the chassis creak, you can feel it flex when it happens. “
It appears that if you are afflicted with this issue and are able to get to an official Microsoft Store, you may be able to convince the Store Manager to waive charges, as Nightryder21 reports:
Clearly, something is amiss here and the typical silence from Microsoft is deafening. Panos Panay, are you listening?