Why does My new Microsoft Surface Laptop 7th Edition make cracking noise when I grab it?

Question

My Laptop makes cracking noise when its closed and I grab it. Its Like if the screen and Keyboard were dirty and when you close the screen it makes the cracking noise, I clean the screen and keyboard before I close it all the time and still makes the noise when I close it and press on the top and bottom together ( I am talking about a normal press with my thumb while normally grabbing it while its closed) I also noticed it on the keyboard part of the laptop, so If my laptop is open and I grab it at the bottom to move it it makes the cracking noise like it it was braking. This is my second Microsoft Surface Laptop 7th Edition laptop and it still makes the noise I returned the other one thinking mines was just defected. People selling this at best buy didn't even know that this laptops make that sound.

Also when are the cases for this laptop coming out?

Answer 1

Hello Eli_Torres,

Welcome to Microsoft Community.

From a product design perspective, the Surface Laptop line of laptops should not have the screen touching the keys when the lid is closed.

And after reading everything you've posted here, allow me to express my opinion here. It's obviously not normal for a brand new device to makes the cracking noise, but since we're not right next to your Surface Laptop 7, we can't visually determine exactly where this strange sound is coming from.

If you'd like an explanation from the Surface Support team, then I recommend sending your Surface Laptop 7 directly to the Surface Support team so that they can investigate your feedback to see if this is an issue that needs to be focused on.

You can try using the Surface App to contact Surface Technical Support live, they will also be able to give you some advice, but they will also be able to assist you in creating a service order if necessary:

Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

1. Click "Help and Support" and then click "Get Help".
2. Briefly describe your problem in the text box, such as "My Laptop makes cracking noise when its closed and I grab it", and then press Enter.
3. Click "Contact Support" at the bottom.
4. Select "Technical Support" and click "Confirm".
5. You will see "Chat support" or "phone support" options, please contact them during working hours, you will get one-to-one support services.

I wish you all the best.

It's the latest device in the Surface Laptop line, so maybe no manufacturer has made a case for it yet. I haven't found cases Designed for Surface Accessories that are suitable for the Surface Laptop 7, but there may be in the future:

Accessories Designed for Surface (microsoft.com)

Best Regards,

Mitchell | Microsoft Community Support Specialist

Answer 2

I am facing the same problem as you. Got my hands on the new surface laptop 7 for 2 weeks and the issue with my laptop is that the back plate of the laptop is always making a pop sound when i apply pressure to it. For example, when i am typing on it or when i am carrying it up from the table, it will always make a sound. I am not sure if the back plate is not secured properly as it only happens on the top right side. Called Microsoft and asked but they are unable to do anything as well and asked to do a 1-1 replacement but told me it will at least take 12 business days for me to receive my new laptop. Those that are from Singapore, please do not get any laptops from Microsoft as they do not have a physical store for you to go down to and fix your laptop.

Answer 3

Apparently there are a few people who have had the same issue as us, Its insane that a computer so expensive would be so badly build. My computer ended up having a small fall and bended the top, The laptop wouldn't even close but screen wise everything worked perfect still. I send it to repair it traveled 2 warehouses and I was told at the end they didn't have parts to fix it. The fact that these don't have cases either is crazy but then again that's a Strategy to make money for when they brake like what happen to mines, thankfully I have Best Buy Geek warranty and I got a credit back.

Answer 4

Hi Eli_Torres,

Just a friendly confirmation. Did you confirm that you contacted Surface's technical support team through the method I shared with you?

As a newly released Surface Laptop product, the Surface support team would not normally refuse to repair your product for this reason.

But if that's what's happening, let me apologize for your poor customer experience. As community support, we are limited in what we can do, and if the issue involves a device repair, contacting the Surface technical support team is our only advice.

Fortunately, you finally got a refund from Best Buy, which is good news.

Is there anything else I can do for you now?

Best Regards,

Mitchell | Microsoft Community Support Specialist