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After reports earlier this year of spontaneous cracks appearing on the screen of the Surface Laptop 3, Microsoft is now offering a free repair under warranty to those affected.
DISTRIBUTED IMAGE FOR THE ALLIANCE FOR MICROSOFT – Panos Panay presents Surface Laptop 3 at Microsoft’s … [+]
Highlighted by Reddit users and released in February last year, they reported that screens cracked of their own volition while not in use:
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I don’t get it, last night I use the laptop normally, and put it on the desk to charge it before going to sleep. When I use it tonight, I notice that there is a crack in the laptop. There are no cracks when last night or else I will notice it last night.”
Microsoft acknowledged the problem shortly after the reports arrived, noting that the company was “evaluating the situation and investigating the root cause of the claims.” Those investigations appear to be complete, and the problem is covered by the warranty. The problem appears to be affecting the Surface Laptop 3 aluminum body, rather than covering the Alcantra fabric.
Microsoft support agents have confirmed that there is a problem and are providing the following statement:
“We have investigated the claims of screen breakage on Surface Laptop 3 and have determined that in a very small percentage of cases, a hard foreign particle can cause a glass fracture that may appear unexpectedly or without visible cause.
“If you believe your Surface Laptop 3 is experiencing this problem, we recommend that you contact our customer support team to initiate a free repair during the device’s warranty period. If you have already paid Microsoft for a Surface repair Laptop 3 If you think you have experienced this problem, please contact customer service for information about the refund ”
Microsoft Product Director Panos Panay shows how you can replace the hard drive in the … [+]
One of the curious angles of these repairs is that Microsoft will be able to act them faster than in previous years. The Surface Laptop 3 (along with the Surface Pro X and Surface Pro 7) was redesigned to allow Microsoft or major authorized repair centers to quickly and easily replace major components. The display assembly was one of those “quick change” modules. That should speed up the replacement of the damaged displays, even if the fault lies somewhere in the hardware.
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