Screen randomly cracked overnight

Discussion in 'Microsoft Surface Pro 3' started by Alex_Z, May 2, 2015.

  1. Alex_Z

    Alex_Z New Member

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    Never ending problems with this device but here goes - my SP3 was replaced after the last warranty claim and today in the morning I found the device where I left it yesterday but with a cracked screen. It worked perfectly yesterday evening, now the touchscreen won't work anymore so I'm 100% sure this happened overnight. The device never fell on the ground, was never hit, it's pretty much brand new. Since my last replacement I've hardly used it in fear of it breaking down again.

    When I got the replacement, I noticed that the screen was not properly secured around the camera / top region and was sticking out. I could press it in by about 0.5mm. Now that the screen has cracked, it does not stick out anymore. However, I did not claim this because I'm fed up with constantly having to send this thing off on warranty.

    Any idea where I might stand with claiming this on warranty? I'm probably going to hear it fell on the ground or I hit it or something.

    Sorry for the bad pic but it's really difficult to take one where the crack is visible.
     

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  2. Johnny365

    Johnny365 Member

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    Did you have a case on it? If the screen glass was uneven, and the case was tight, it could cause it to split.
     
  3. Alex_Z

    Alex_Z New Member

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    Thanks for your reply. The tablet was not in a case the night it happened. It spends very little time in a case (Maroo or something like that).

    The screen is uneven now - there's a clear difference in angle between the two pieces of the screen.
     
  4. Johnny365

    Johnny365 Member

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    Well, maybe the replacement you got was refurbished by Microsoft (with a new screen) and it wasn't installed correctly and was uneven. Did you do the replacement through Microsoft? Was it the standard 1 year warranty or Microsoft Complete?
     
  5. Alex_Z

    Alex_Z New Member

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    The device looked new but you never know I guess. It definitely had new hinges which develop play pretty quickly and lacked any signs of use.

    The replacement was done by Microsoft under EU warranty but through a local dealer. The warranty on this device is 2 years,. Not sure what type of warranty it is then - probably the standard one as EU regulations impose a very high minimum which renews after every replacement.
     
  6. Nicola

    Nicola Member

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    Location:
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    As far as I know (but EU regulations intersects with National ones) your warranty on replaced pieces is only 6 months BUT if the original one was longer, the original will apply.
    Example:
    buy the original 1/1/2015, warranty expires 31/12/2016
    replace on 1/1/2016, warranty expires still 31/12/2016
    replace on 31/12/2016, warranty expires 30/6/2017

    (this example is valid in Italy, though, don't know rest of EU)
     
  7. note3

    note3 Member

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    This picture looks for me, as if somebody had held the device with one hand and with the fingers near the little hole.
    Are you sure nobody did this?
     
  8. Johnny365

    Johnny365 Member

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    Even if so, it shouldn't be that fragile.
     
  9. Alex_Z

    Alex_Z New Member

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    Nope, I live on my own.
     
  10. GreyFox7

    GreyFox7 Super Moderator Staff Member

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    Probably like a windshield, you get a minor edge crack and then it spreads thru thermal contraction. My car got hit by a small stone on the edge of the windshield and by the end of the day the windshield was cracked half way across. probably an assembly issue since it wasn't seated correctly to start and likely had a hairline edge crack which grew from contraction when it cooled.
     
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  11. Alex_Z

    Alex_Z New Member

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    I've had a long word with Microsoft and they have agreed to take this in as I "might have a case here". I will keep you guys updated because this looks like an interesting case which could speak volumes about Microsoft customer service if indeed the device gets replaced.

    Meanwhile, here are a few more detailed pics I took for the support staff. Note the pictures below which I think show incorrect assembly or some other fault - the rear part of the tablet is bulged in the middle and the kickstand doesn't fit quite right
    . The top edge of the screen doesn't sit securely against the casing. These two "issues" were there when I unboxed the replacement.

    DSC09701.JPG
    DSC09707.JPG
     

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  12. Alex_Z

    Alex_Z New Member

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    Today I received my new Surface. All I can say is - Microsoft, I am completely sold. Thank you.

    The assembly on this device is perfect so I hope this is the last time I'll have to service.
     

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