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Hi,
I like my surface pro very much. I was happy about it until yesterday I found a crack on the screen. I cannot remember any physical hit or drop on it. And I use a very good protective case for it. But the crack just show up. I checked the crack carefully, it turns out that the crack starts from the microphone hole, which I believe causes a glass defect. With this defect, under some perturbation, e.g. heat of the CPU, the glass just cracks. The surface is still full functional.
I was frustrating about this. I've been used it for only 3 months and I protected it so much.
But the screen still cracks. And I asked Microsoft support, they told me that screen crack
of any form is not under warranty protection.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
I actually ended up contacting Microsoft through their Facebook page. They asked for photos of the damage which I sent. They then agreed to replace the machine under warranty. They have also arranged for the damaged one to be picked up by a courier. Finally a good outcome
My husband has had the same problem. His has been sent back to Microsoft for assessment under warranty but despite it being in as new condition except for the crack they refuse to fix it under warranty. I am very angry as it was bought for him as a Christmas gift and I don't see why I should have to pay to have it fixed when it is not his fault. I believe that there is a fault in the glass. These are supposed to be portable devices. His has never been out of the house and is always used with great care. Deeply regret purchasing this and will never buy another piece of Microsoft hardware. Should have stuck to Apple devices which we have always used i the past with no issues. I would be very interested to know just how many people have had the same issue
I have my surface pro 4 for 3 months and this just happened to mine
as you described the crack runs from the microphone hole till the other end of the screen and i have a glass protector covering it and the crack still happened
all this happened while it was in a case and it was not dropped
i haven't contacted Microsoft yet but i don't feel i should be paying 350 dollars after i spent $2000 for a item that's a manufacturers fault
I have only had my surface book for a few months and have a crack in a similar spot without dropping the unit. Very disappointing.
Yes, but I'm no longer covered by warranty...
I am not inclined to spend another 450 bucks on another device that is bound to break. If I had a warranty, this would be a different issue.
