So so angry right now!

Discussion in 'Microsoft Surface General Discussion' started by badham21, Jan 16, 2013.

  1. badham21
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    badham21 New Member

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    I took my surface to school today, trivial task for the mighty gorilla glass you may think? Turns out not.

    tl;dr, my screen cracked all the way across for no apparent reason.

    So, its a cold day, not sure if that could affect the screen, but my surface was just placed in my bag, with the type cover attahced.

    I get to fourth period, and nothing of note had happened before, i go to get my surface out of my bag, and its cracked, all the way across the screen infact, from the left edge all the way over to the right edge. Now i was very worried at this point, because this is highly unusual for gorilla glass im sure, i was worried that my warranty had expired (bought on november 25th)

    I get home, straight onto surface support and chatting with "timothy". I learn that the gorilla glass breakage isnt covered on the warranty, and a replacement will cost £242. Now this is what i am so angry about, and i knew it was going to happen, microsoft refused to admit that i hadnt broken the damage and insisted that i had put "excessive force" on it because thats the only way it could break. The most force it could have had on it was probably when i put my bag down (dropped 20cm max). Which is an everyday knock surely? And the gorilla glass should resist these.

    Another thing, how long after purchase can you get this extra insurance for it? (the one that covers accidental damage). And will my home insurance cover it?
  2. TeknoBlast
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    TeknoBlast Active Member

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    I think you have 45 days to purchase the MS Complete package. I used to carry my Surface the way you did, with touch cover on and in my backpage. But for additional protection, I went ahead and purchased the incipio black/blue sleeve. I just didnt want something to happen within my backpack, just like what happened with you.

    Sorry to hear this. hate it when when a cracked screen happens on such a high pri
  3. badham21
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    badham21 New Member

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    I have a sleeve aswell, this morning i was late and i went to grab it but the sleeve was upstairs "oh it wont matter for today, nothing will happen, and im late as it is"


    :| :| :| :|
  4. J515OP
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    J515OP Super Moderator

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    Sorry to hear about your issue. Gorilla Glass isn't impervious and does in fact break just as all other glass. It is really more of a scratch/shatter resistant glass than a break proof glass. Unless you can prove a defect I think they are being reasonable in that the standard warranty wouldn't cover user damage. You can see if you can still get the extended warranty which will cover you in that case though.

    I wouldn't assume that a 20cm (8") drop wouldn't break the screen. If it hit the right way and it was quite cold out I could see the screen cracking in the manner indicated. It really just depends on the nature of the impact. It also sounds like it might have been in a bag with perhaps books or other heavy objects. In the video below two drops broke right away and in several others it took multiple drops that looked far worse (ouch the stairs). Factor in the weight difference and screen area difference between a tablet and phone and it seems reasonable that a tablet would have issues from much lower heights. Really there is just no way to tell which will be the drop to do it.

    [video=youtube;TfgKLwGnOZs]http://www.youtube.com/watch?v=TfgKLwGnOZs[/video]
    Time Code List:
    Intro - 0:00
    How is Gorilla Glass Made - 1:14
    Major misconception - 2:42
    Aha! The Oleophobic layer - 5:48
    Scratch tests - 7:20
    Drop tests - 12:26
  5. leeshor
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    leeshor Administrator Staff Member

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    Very informative video. Thanks!
  6. ArnoldC
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    ArnoldC New Member

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    I'm sorry about your loss. I hope there will be a reasonable resolution to this.
  7. bosamar
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    bosamar New Member

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    I enjoyed the video too. I pamper my RT and IMO it would take a hard blow to crack the glass. So sorry to hear it happened to you.
    Last edited: Jan 17, 2013
  8. xterrapro
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    xterrapro New Member

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    When I traveled with my rt I always kept it in a slim but hard side case logic case. Twenty bucks and provides good protection.
  9. J515OP
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    J515OP Super Moderator

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  10. compnovo
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    compnovo Member

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    May I ask which one? That sounds like a good idea.
  11. Omni
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    Omni Active Member

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    Ah that wasn't nice to watch!!! Would like to get a hard case for mine but I've not seen any I like yet. Got my old netbook case and that works ok for now.
  12. badham21
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    badham21 New Member

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    i would like to see a drop test done with various different sleeves, just for re-assurance that the standard leather sleeve you can buy will help it.
  13. ARosch
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    ARosch New Member

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  14. ArnoldC
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    ArnoldC New Member

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    My friend's 2-week old iPhone 5

    [​IMG]
  15. badham21
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    badham21 New Member

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    i'm sorry but was there really any need for this? It's just a random stab at apple which makes me think you are a microsoft fanboy / apple hater
  16. ArnoldC
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    ArnoldC New Member

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    That post was made to show that no device is safe from drops.

    Edited according to moderator's recommendation.
    Last edited: Jan 21, 2013
  17. J515OP
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    J515OP Super Moderator

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    Ok, two wrongs don't make a right so let's not go there. You can make the point that the comment was misinterpreted and was just meant to show any and all devices are subject to breaking.

    JP
  18. bosamar
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    bosamar New Member

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    My wife dropped her cell in the parking lot and broke the glass. It was in a case. The glass broke. About $350 later....lol
  19. Matt
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    Matt Member

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    Sounds like you 2 were really unlucky. That's a shame and I feel for you but it's not an indicator of a manufacturing fault.

    If 1 in 4 or even 1 in 10 cracked for no reason then maybe you'd have a case.

    As for I pads and iPhones these are often in cases. The surface touch cover isn't going to add much protection in impacts.

    Even in cases screens get broken. It's just bad luck.
  20. leeshor
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    leeshor Administrator Staff Member

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    On another forum, a tablet forum, one of the primary hardware complaints is with cracked screens, and it doesn't seem to matter much who the manufacturer was, same for phones.

    Especially in the case of the phones, some used Gorilla Glass 2 and everyone says, that shouldn't have happened. All I'm saying is that it really is a common problem and certainly not limited to the Surface.
    malberttoo likes this.

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