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Surface Laptop screen totally cracked - free replacement ?

Anonymous
2021-09-15T15:48:45+00:00

Hello ! (From Montreal, Canada), My Surface Laptop screen completely cracked this morning... Did someone manage to talk to someone by chat (to a real person), and managed to get the screen changed for free? It is a recurrent problem with the Surface :Laptop, and my screen cracked a few weeks after I bought it in 2020... I don't want to pay for a replacement, when it is clearly a recurrent problem... Thanks !

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Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2021-09-15T20:20:30+00:00

    Hello IngridVal,

    Thanks for reaching Microsoft Community. We're sorry about what happened to your device.

    When screen cracks, it can be consider as physical damage and may void the warranty if found it's user induced. Please see Get service for your out of warranty or damaged Surface (microsoft.com). Otherwise, kindly contact our support via Contact Us Microsoft Support to seek exchange options for your device. You can also contact them via phone, see Global Support Phone Numbers.

    Kind regards,

    StevenK

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  2. Anonymous
    2021-10-04T16:46:31+00:00

    I went through this about a year ago. It was covered as a free repair. The process was a bit frustrating to just get to speak with a person and initiate the warranty, but stick with it.

    Here is the MS KB I would refer to:

    https://support.microsoft.com/en-us/surface/surface-laptop-3-cracked-screen-reported-incidents-826f39f5-8b56-f524-2312-9a66c7df6167

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