Screen Cracked with no Cause

Question

A hairline fracture suddenly appeared in the glass screen of my new Surface Laptop 4. This appeared unexpectantly without any visible cause. The device has never been dropped and has never suffered any accidental damage of any kind. This should be covered by warranty as it is a flaw of the device and not user error/abuse. But if I try to submit a service report and choose "Cracked Screen" as the "Issue Type" the only option is "Out of Warranty" service with a $500 fee, because it is considered that a cracked screen must be caused by accidental damage, which is not covered under warranty...

I saw that there was the same issue for some Surface Laptop 3's:Surface Laptop 3 cracked screen reported incidents (microsoft.com).

Answer 1

Microsoft warrants that the Microsoft Product will not malfunction due to a defect in materials or workmanship under Normal Use Conditions in its "MANUFACTURER’S LIMITED HARDWARE WARRANTY & AGREEMENT." This is an example of a defect in materials because the glass should not randomly crack under normal use conditions.

Answer 2

I have also tried calling Microsoft support but was only able to speak to an AI, who told me that all tech support service has been moved online!