Notebookcheck

Some Surface Book users complain of screen defects in response to normal use, and that Microsoft is all but ignoring them

The Surface Book 3. (Source: Microsoft)
The Surface Book 3. (Source: Microsoft)
The Surface Book series comprise innovative 2-in-1s that can run the buyer a pretty penny. Its support and user forums have exhibited a pattern of complaints that these devices develop cracks in their screens (often "overnight"). These defects reportedly appear as a result of doing no more than closing their lids in notebook mode.

The Surface Book is one of Microsoft's most unique hardware products, due to its unique hinge that allows it to be used in notebook, tent or tablet mode, and also for a "screen" that can be removed and used as a standalone slate. Therefore, its structural integrity is often praised in reviews. However, a number of users claim they have found this is not always the case.

These customers have posted to the Microsoft community forum, the Surface forum and Reddit with the same complaint: that the display glass of their Books develop cracks in response to light use, or no use at all. Many of them assert that they do not move the device in question around, and handle it as gently as befits a product that can cost well over US$1000.

Nearly all of these reports (some of which come with corroborating images) note that these "cracks" are concentrated around or emanate from the glass around their device's webcam. Therefore, one YouTube thesis states that the defects arise due to a consequence of this area meeting with the edge of the keyboard moiety's palm-rest, where there is a divot to aid opening the Surface Book in "laptop" mode.

Despite these assertions, the users in question also claim that Microsoft's representatives are often dismissive of their complaints, sometimes explaining them away as the result of user error or abuse. Furthermore, the company refuses to cover the issues under warranty, citing them as physical damage that falls outside of the criteria under which the screen defects would be fixed for free.

The issues appear to mainly pertain to units of the Surface Book 2 or 3 that are between a few weeks to a year old. Official Miicrosoft representatives who have responded to their queries online have claimed that such incidents are "under investigation" or to call the company's support lines. However, their owners often claim their calls for support result in relatively substantial bills for repair, or in no help at all.

Thanks to the Microsoft Community user Anotherlosecustomer for this tip!

Some images of the alleged Surface Book screen issue. (Source: Microsoft Community Forum)
Some images of the alleged Surface Book screen issue. (Source: Microsoft Community Forum)
 
Read all 10 comments / answer
static version load dynamic
Loading Comments
Comment on this article
Please share our article, every link counts!
> Notebook / Laptop Reviews and News > News > News Archive > Newsarchive 2020 08 > Some Surface Book users complain of screen defects in response to normal use, and that Microsoft is all but ignoring them
Deirdre O'Donnell, 2020-08-21 (Update: 2020-08-21)
Deirdre O'Donnell
I became a professional writer and editor shortly after graduation. My degrees are in biomedical sciences; however, they led to some experience in the biotech area, which convinced me of its potential to revolutionize our health, environment and lives in general. This developed into an all-consuming interest in more aspects of tech over time: I can never write enough on the latest electronics, gadgets and innovations. My other interests include imaging, astronomy, and streaming all the things. Oh, and coffee.