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Surface book3 15" screen hairline cracked

Anonymous
2022-02-07T10:52:24+00:00

Hi, We bought this on 30th November 2021 and it's been great up until this morning (7th Feb 2022) in Brisbane Australia. The laptop was sitting on the desk peacefully and suddenly a really thin line has been appeared on the monitor panel. The user thought it was a some error with display card but it was an actual crack when she looked it closely. After the investigation for whole day, this issue has been quite common within MS Surface Book 3 products but not able to find if MS actually offers any fix for this. Can anyone please advise us if we are able to fix this issue with MS support guys or do we have to contact the retail seller where we bough it from ?

FYI, we have tried to book a service through online help but it quoted us around $ 900 for the repair service. For Surface laptop3, there was an official announcement there is free repair offer but cannot find anything like this for Surface book 3.

Surface | Surface Book | Display and screen

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  1. Anonymous
    2022-02-07T17:52:32+00:00

    Thank you for posting your inquiry here in Microsoft Community, Jeff Lee (jeffl)").

    I'm sorry to hear about the damaged on the screen. I appreciate the effort in trying to create a repair service online. In this case, please reach out to the Customer Support to get it exchanged/replaced.

    In this type of scenario, please visit our contact us page; https://support.microsoft.com/en-us/contactus/ to contact Microsoft Surface Support. If you are within the United States, try to reach out from 6:00AM to 10:00PM Pacific Standard Time If you're located outside the United States, you can check our Global Support Contact page; https://support.microsoft.com/help/4051701/.

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  2. Anonymous
    2022-02-12T20:50:11+00:00

    Jeff, I have the same model with the same issue. I'm in NSW and had the same response several times when I tried to book a warranty claim online. The selling dealer was no help either, basically implying I broke it. Not really sure what to do next other than maybe contact Fair Trading. Mine has never left the house, never been dropped. Crack appear one morning when I opened the screen. Also now occasionally the keyboard part is not recognised. Really disappointed with Microsoft on this and their lack of care and response.

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