September 22, 2020

Microsoft will provide free repair services for Surface Laptop 3 screen cracks

2 min read

Some users reported that Microsoft ’s Surface laptop 3 had a slight crack in the screen glass without any abnormal use.

Some users even have problems with the screen automatically cracking within a few days of purchase, but the answer given by contacting Microsoft customer service is that it requires to repair and costs $794.

“DSC_5307” by JAcKLmF1990 is licensed under CC BY-NC 2.0 

More and more user feedback forced Microsoft to dispatch engineers to investigate, and the investigation results showed that the cause of the glass screen cracking was caused by common causes.

That is to say, it is not that the user bumps in the normal use process after the purchase, which causes the screen to crack. The screen crack is caused by some hard foreign particles.

Although Microsoft did not specify what the hard foreign particles refers to here, since it is a foreign body, it is possible that something inside the fuselage entered and caused cracking from the inside.

Of course, no matter how it is caused, Microsoft confirms that it is not caused by the normal use of users, so Microsoft will provide users with free maintenance without paying maintenance fees.

Microsoft wrote:

“We have investigated claims of screen cracking on Surface Laptop 3 and have determined that, in a very small percentage of cases, a hard foreign particle may cause a hairline fracture in the glass that may seem to appear unexpectedly or without visible cause.  

If you believe your Surface Laptop 3 is experiencing this issue, you are encouraged to contact our Microsoft Support to initiate a repair free of charge during the warranty period of the device.

If you have previously paid Microsoft for a Surface Laptop 3 repair that you believe experienced this issue, please contact Microsoft Support to learn about reimbursement.”

Via: ZDNet