My Surface Pro 7 Hairline Crack Issue

Question

I noticed a month or so ago that my surface pro 7 screen is developing small individual hairline fractures on the bottom right side. I haven't dropped it, or put weight on it, I keep it in a case, I don't squish it in my backpack, I've done everything right. As I use my laptop more, the number of cracks increase.

I called customer support and called them a number of times, took 2 hours out of my work to try to get this issue fixed. I've been hung up on several times today. They keep saying that screen damage is not covered in the warranty, but that isn't completely true. It says it won't cover if the damage was caused externally. And mine isn't. I also know someone else has had the same post a year ago about the surface pro 7 as well. So I KNOW I'm not the only person who has had a faulty screen. I've seen other accounts of this happening and the representatives say there are no records of this happening and that not true. They also kept blaming me for breaking my laptop and that is not true.

I've read the warranty, and my screen should be covered by the normal warranty because I've done nothing wrong with my laptop. It's not normal wear and tear, and it isn't caused by external damage.

Who do I call to complain about this issue? Apparently there are no "reports" of this happening, so I want to make sure it does exist. Other people who have probably had this issue were probably gaslit to believe that it was somehow their fault. And they didn't get to make a record of it either. So I want to make sure this report exists.

I am very frustrated that I have taken so much time out of my work to fix this only to be completely ignored. I know the workers are just doing their job, but I am also just trying to do my job as a student and I need my laptop to not break by just me using it like a normal person.

Answer 1

Thank you for posting your inquiry here in Microsoft Community, ErikaWeir.

We deeply apologise for the troubles you have to go through regarding the cracks on the screen of your Surface. We sent you a private message, kindly check your profile's inbox.