I put my brand new (Nov 2016) Surface Book with Performance Base into my padded carrying case as always and carried it home as I do every day. I did not drop it, bump it, or do anything different. I laid it on the seat next to me in the car. When I got home the screen was cracked. I called Microsoft and they are completely unwilling to work with me at all. They will send me a refurbished machine for $600 after the receipt of my cracked unit. Turn around time would be two to three weeks which is unacceptable for a business man who is using the unit as his primary computer. They will not even accept a $5000 deposit until my original machine is returned. Terrible customer service!