Hi all,

This post is about a problem with Microsoft hardware, not Windows.  Moderators, if it's in the wrong place, please move it (and let me know where it's moved to).  Also, my first attempt at posting just vanished - if this turns out to be a duplicate, please delete it.

The TL, DR version is - a nearly new Surface Pro develops a crack in its screen.  It's never been physically abused, but I am advised that a cracked screen is not covered under warranty.

The long version is as follows.

In May I bought a Surface Pro from Noel Leeming.  

In July I took it overseas with me.  A couple of weeks into my trip I discovered a substantial crack in the screen.  The tablet continued to function otherwise, and I could not envision doing anything about the flaw before I returned home.  

I do not know why the screen cracked.  Over many years I've had numerous cellphones and laptops and two iPads, but no cracked screens.  The Surface Pro was always kept with its keyboard/cover, stored in a laptop bag in the tablet pocket; the bag was never thrown, dropped, banged about or overstuffed.  I've always treated my computer gear as fragile items.  (Yeah, he would say that, you're thinking.)

I did check with a Microsoft Store in the USA, who advised me that a cracked screen was automatically considered physical damage and was excluded from warranty coverage (and that Surface Pros were regarded as irreparable, so only replacement was possible).

Upon my return to NZ I brought the Surface Pro back to the NL shop where I had bought it.  The duty salesman there too advised me that a cracked screen was excluded from warranty coverage.  I spoke to his manager, who suggested the same but agreed to submit the Surface Pro to Microsoft for assessment (as, apparently, any fault in a Surface Pro required).

I spoke politely to the duty salesman and the manager, and they did likewise.  No voices were raised, no four letter words uttered.  I am not trying to develop a bash-NL thread.

My question is directed particularly to any readers with legal training and any Microsoft or NL representatives.  Is it legal and reasonable for NL (with whom I have a purchaser-vendor relationship) and Microsoft (whose assessment will apparently guide NL in their handling of the problem) to deem that a cracked screen must mean that the unit has been physically abused and can therefore be excluded from warranty coverage?

I'll be grateful for any insights and advice.