Surface Book - Overheating and cracked screen

Question

I recently bought a Surface Book - 16GB, i7 processor.  I have had it for 2 months now.  I wanted to know if anybody else has experienced or know of the following issue.

The screen of my Surface, becomes extremely hot, almost too hot to handle on its own.  It has been happening for the last few weeks, on Tuesday evening I switched off my Surface and stored it in its sleeve as per my usual routine.  However, when I took it out on Thursday morning when I got to the office the screen had two deep cracks.

Microsoft helpdesk is refusing to do a hardware exchange as they claim it is accidental damage, however there is no way this has happened because of my actions.  I was wondering if anybody else has had this type of problem.

Answer 1

If you are in the US, take it to the closest physical retail Microsoft Store. If

you can duplicate the extreme heat there, they MAY assist you.

__________________________________________________________________________________________________

Barb

MVP-Windows and Devices for IT

My Blog - http://digitalmediaphile.com/

Please mark as answered if this answers your question

Answer 2

there are no MS Stores in the UK. Contact support

https://support.microsoft.com/en-us/gp/customer-service-phone-numbers/en-us?wa=wsignin1.0

or https://www.microsoft.com/surface/en-us/support/contact-us

__________________________________________________________________________________________________

Barb

MVP-Windows and Devices for IT

My Blog - http://digitalmediaphile.com/

Please mark as answered if this answers your question

Answer 3

I found this from another user - http://www.surfaceforums.net/threads/screen-cracked.18920/.  Exact same problem.  I am not based in the US, trying to get through to their so-called support, but that's almost impossible.

Answer 4

I recently bought a Surface Book - 16GB, i7 processor.  I have had it for 2 months now.  I wanted to know if anybody else has experienced or know of the following issue.

The screen of my Surface, becomes extremely hot, almost too hot to handle on its own.  It has been happening for the last few weeks, on Tuesday evening I switched off my Surface and stored it in its sleeve as per my usual routine.  However, when I took it out on Thursday morning when I got to the office the screen had two deep cracks.

Microsoft helpdesk is refusing to do a hardware exchange as they claim it is accidental damage, however there is no way this has happened because of my actions.  I was wondering if anybody else has had this type of problem. 

       I Too have had the same problem. My first crashed on me in four days and Best Buy replaced it however my second lasted about two months. When it crashed it over heated and I sent it to Microsoft and it came back with a broken screen voiding my warranty on a full manufactures hardware warranty. I have nothing but problems out of this product and may be seeking legal measures due to the loss of school work and dealing with this issue has contributed to a decline in my GPA.

Under 15 U.S.C. §§ 2301-231 Magnuson Moss Warranty -Federal Trade Commission Act, Title I of this Act authorizes the Federal Trade Commission to develop regulations for written and implied warranties. The Act directs the Commission to establish disclosure and designation standards for written warranties, specifies standards for full warranties, and establishes consumer remedies for breach of warranty or service contract obligations.

I believe that Microsoft and I have a severe Breach of Contract due to their inability to follow up with a direct response to my inquiries and solution to our disagreement. I have gotten the run around by their call center and now been waiting close to two months for a response.

I Stanley R. McCrary do affirm and attained that all that is stated is true to best of my knowledge and accept all responsibilities for the information, I have provided entailing my encounter with the Microsoft Corporation

Answer 5

Hi

I have the same problem yes.

I was working on my laptop on Saturday screen got very hot I had to re-dock and I closed the lid and left on the desk, came back in the morning and the screen had cracked.

Paul J