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Crack in Surface Laptop 3 Screen

Anonymous
2020-02-14T05:02:00+00:00

I have a surface laptop 3  15" and i have had it for a month. I took it all over asia and it was perfectly fine. 

Then i went to school and i opened it up in my first class. MASSIVE HAIRLINE CRACK. 

I have put no pressure on it at all and have treated my device like a baby. 

i have used surfaces for years on end and this is the first issue i have had. Im very disappointed and am upset that Microsoft does not cover warranty. 

this is my education device which i paid a lot of money for i would like to know what i can do because i will not pay for something that is not my fault. 

Is anyone else having this issue?? What can i do? And i am also under warranty and paid for the extra warranty at the retailer.

Surface | Surface Laptop | Display and screen

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  1. Anonymous
    2020-02-14T05:20:02+00:00

    Hi LilyAnthony03,

    Thank you for reaching out to Microsoft Community. I'm sorry for what happened to your Surface Laptop 3.

    Yes, physical damage is not covered under normal Manufacturer's Warranty but you mentioned you paid for the extra warranty at the retailer, may we ask what extra warranty is this? Is this the Microsoft Complete Warranty Plan (Accidental Damage)?

    If yes, then you can have the device replaced through the warranty claim by paying only the deductible amount (49.00USD in USA).

    If it is not the Microsoft Complete Warranty Plan, it might be a 3rd party warranty sold by your retailer and for that I suggest that you contact the retailer for that warranty.

    If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

    Kind Regards,

    Marrion Y.

    1 person found this answer helpful.
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  2. Anonymous
    2020-02-15T07:24:24+00:00

    hi marrion,

    my extra warranty is with jb-hi-fi, it is a repair plan. i do not recall it being part of the complete Microsoft damage plan. although, I do not understand although why the surface laptop screens are cracking. I did some research and it has occurred in multiple laptops. :( plus i live in australia, and the only microsoft store is in sydney, leaving me having to ship my laptop across the country for repair as the jb-hi-fi said i will have to send it back to microsoft.  thank you for your response.

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  3. Anonymous
    2020-02-18T16:57:44+00:00

    Hi, 

    I have the same problem, a fine crack over the display. I thought I caused it myself though I am not aware that it have fallen to the ground. There are no other signs on the display edges. 

    Kind regards 

    Georg

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  4. Anonymous
    2020-02-21T03:58:49+00:00

    Hi LilyAnthony03,

    I'm really sorry but for this case since the extra warranty is from the retailer (JB Hi-Fi), I suggest that you consult this case with them if you may use the warranty claim from them.

    Kind Regards,

    Marrion Y.

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  5. Barb Bowman 80,275 Reputation points MVP Volunteer Moderator
    2020-02-21T11:42:09+00:00

    Marrion,

    See the other threads here in the forum about others with this issue. Also see

    https://www.zdnet.com/article/microsoft-is-looking-into-reports-of-surface-laptop-3-cracked-screens/

    If Mary Jo was told that "Microsoft is looking into this", why doesn't support

    know about this ?

    1 person found this answer helpful.
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