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Surface Pro 7 screen has been suddenly cracked due to Microsoft's own Surface Keyboard

Anonymous
2023-05-24T10:55:43+00:00

I have a surface pro 7 and I recently opened the microsoft keyboard to find that a spiderweb of cracks emanating from the bottom right corner of the screen had suddenly appeared without apparent cause. Though the cracks are mainly focuse in the black bezel in the bottom right corner, they extend across the entire screen.

After further inspection I found that the 'epicenter' of the cracks are exactly focused on a point on my surface keyboard in which a very tiny ball magnet is located. Perhaps this is one of the ball magnets that allows the screen to snap in place, but it appears to protrude too far and caused this crack due to how small of a pressure point it is.

This is terrible for me as I rely on this computer for my school work and take notes on the touch screen. Though in general the screen works when I take notes across one of the cracks the spot flashes white. Additionally it appears to have interefered with the ability to draw straight lines as now they seem to oscillate heavily. More importantly I am very concerned that this will cause the surface to degrade much quicker over time as several of the smaller chips of glass have already fallen out of the bezel part of the screen.

This is a clear design flaw from microsoft to have such a small pressure point directly in contact with the screen, it is no suprise that the screen more or less spontaneously cracked without my dropping or hitting the computer in any way. I am so so disapointed because as a student I don't have the money to replace it and during the semester I cannot take the time to send it in for repairs because in a computer science program I desperately need a computer!

I haven't found anywhere to contact microsoft to report this issue other than leaving a community post. I believe others have had this issue on the site, did anyone have this issue resolved with Microsoft?

Thank you,
Brendan

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2023-05-24T16:12:16+00:00

    Hi Brendan Tobin,

    Thank you for reaching Microsoft Community. II am aware of how frustrating it may be to have a Surface screen cracking issue even when the device hasn't been dropped or experienced any other incident that could have led to the problem.

    Any surface screen damage is regarded as a hardware failure that cannot be fixed using any troubleshooting instructions. Your Surface device needs a repair. Even though I would much like to assist you with this, there aren't enough tools in the community for us to move forward and provide you the best options. We can assist in the device's software troubleshooting, but any repair or replacement is beyond of our support boundaries here in the community.

    We recommend reaching out our live support team to check available options for your device. You may reach them following the instructions below.

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    Kind regards,

    Lavenia

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