Due to a growing groundswell of complaints accumulating from Surface Laptop 3 owners experiencing seemingly spontaneous screen cracking of their devices, Microsoft is formally looking into causes.
For most, the cracks seem to happen at the outer edges of the screen while a select few have had it happen right down the middle.
Without outright acknowledging a potentially malignant defect in the production of the device, Microsoft support thus far has directed most complaints to store return and refund policies that have often had customers coming out of pocket to fix the issue.
However, Microsoft’s stance may be changing soon. According to a report from ZDNet, the company has begun formally investigating the cracked screen issue occurring with Surface Laptop 3 devices.
“A limited number of Surface Laptop customers have contacted Microsoft and have reported screens that have cracked through no fault of their own. We are evaluating the situation and investigating the root cause of the claims.”
The degree to which Microsoft labels the number of complaints as “a limited number” is relative and a bit dismissive, but at least they are acknowledging that there may be a malignant defect in the production of a batch of Surface Laptop 3 devices currently in paying customers possession.
For current or future Surface Laptop 3 owners, there are few things of note to keep in mind while waiting for Microsoft to come to an official conclusion/remedy.
One being, that Surface Laptop 3’s with aluminum chassis tend to have far more screen cracks reported over those with Alcantara finishes.
Two, without extended warranties, most return. replacement and or refund policies do not cover physical damage, however, many people have claimed a full, no-charge replacement device by simply going into the store of purchase origin and explaining the situation.
Microsoft hasn’t hinted at a timeframe for its investigation but should have a determination for the public soon.