Surface Pro screen cracked. What's a reasonable expectation?

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Jogre

182 posts

Master Geek

#2089706 13-Sep-2018 08:53

kiwigander:

Thanks for all thoughts and comments.

In response to @CYaBro, it's just a single hairline crack with no point of impact. When I first saw it I assumed it was just a hair on the screen - but it wouldn't brush off.

The Surface Pro was never sat on. It has never been stashed away (or even set down) without the keyboard covering the screen. Nothing was in the laptop backpack that hasn't often been in the same backpack with the Surface Pro's predecessor (an old iPad) and other portable computing devices.

I had not considered the possibility of a claim on travel insurance, as I was convinced the problem was the result of a flaw in the product. I'll keep that possibility in mind depending on the outcome with MS and NL.

Here's the relevant Microsoft Support page for cracked Surface screens.

https://support.microsoft.com/en-nz/help/4023535

As mentioned on the page linked, the device not the screen is typically replaced and without Surface Complete this can get pricey (so the travel insurance might be looked at to cover the cost of repair - not sure if your insurance company would look elsewhere for the repair which concerns me a bit). I can try find out from one of the Surface team if you need further guidance here.

I can't stress how often Surface Complete has saved my butt with clients and customers getting cracked Surface and Surface Books through dropping them.

CYaBro

4585 posts

Uber Geek

ID Verified

Trusted

#2089806 13-Sep-2018 10:43

sidefx:

CYaBro: Do Microsoft not cover single hairline cracks with no point of impact?
Apple do cover that on their devices.

Without applecare? I see a bunch of people asking in various forums about ipads with single hairline cracks but it looks like apple considers them on a case by case basis?

EDIT: Hmm, interesting, I needed to read through more results: https://www.engadget.com/2017/09/04/apple-leaked-warranty-repair-guide/ - Still looks from various hits in forums that apple assesses them on a case by case basis, but good to know what their internal guidance says.

As long as the device is still under warranty or consumer law coverage then a single hairline crack with no point/s of impact will be covered.

Can sometimes be tricky to tell if there is a point of impact or not, and can only be seen under magnification.

Opinions are my own and not the views of my employer.

kiwigander

231 posts

Master Geek

#2115418 28-Oct-2018 14:48

Update:

TL,DR: Travel insurance covered the fault.

NL contacted Microsoft but Microsoft offered only the standard replacement for NZ$ 650. My travel insurance accepted the claim (less the NZ$ 200 excess, regrettably).

Dealing with Microsoft service was not entirely straightforward. Their website doesn't offer easily accessible contact details in the event of a problem falling through the cracks. Microsoft use UPS as their shipping agent. Initially UPS didn't email the shipping labels they were supposed to within the requisite two working days. UPS's agency in Auckland stated that UPS didn't email shipping labels full stop and that they should have been emailed by Microsoft. Links embedded in Microsoft's emails opened blank email replies to - something about Xboxes.

I found Microsoft's NZ phone number and eventually got through to the Surface team (somewhere in Central America), who - while warning me that they would immediately charge me an additional NZ$ 650 to set up a new service ticket, while the refund for cancelling the existing ticket would take up to a month to be processed - at least seemed to understand the situation.

The UPS email arrived the next day. I suspect it may have been the one generated by the original service ticket and had simply been delayed, as subsequently I got another UPS email. The UPS email came from UPS in the USA, not the NZ agent; perhaps that explains the statement from the Auckland rep.

With some challenges I got the parcel into UPS's hands. Things then moved quickly, and Microsoft's tracking of the progress of the service order was useful until the replacement unit (from Australia) reached the customs clearing agent in Auckland. The system then went silent until the parcel was recorded as delivered, three working days ahead of time.

The replacement Surface Pro is now up and running.

Thanks to those on the thread who advised consulting my travel insurer.

A mixed report for Microsoft: disappointing that they would not contemplate a warranty claim; not entirely straightforward getting the service process under way; but good communications and turnaround once underway.

A mixed report for UPS: advice from the Auckland agent was a bit inaccurate; some difficulty getting the parcel sent away; but full marks for a very quick delivery to a remote location where we've had a lot of difficulty with courier services in the past.

I'm left wondering how best to protect the Surface Pro so - assuming there was no inherent defect in the screen's glass - this problem doesn't happen again. If I accept that the screen crack was caused by an impact or stress on the metal case, then I can only assume that some pair of socks stuffed into, or random bump to the outside of, the laptop backpack was responsible. The Surface Pro always travels with its keyboard-cover, so there was never a direct impact to the screen surface. Any recommdations for travel protection are welcome.

StructureDr

77 posts

Master Geek

#2156817 9-Jan-2019 10:09

Echoing earlier comments - best recommendation would be to take it carry on. I travelled probably 100 times with a SP3 that never had a problem - and more recently have similarly had no problem with the replacement SB2.

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