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Master Geek
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Topic # 240516 11-Sep-2018 23:19
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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.


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  Reply # 2087868 12-Sep-2018 06:30
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seems like you'll need to show how the glass cracked by itself


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  Reply # 2087870 12-Sep-2018 06:45
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Shouldn't this be a travel insurance claim?




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  Reply # 2087872 12-Sep-2018 06:54
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Is it just a single hairline crack with no point of impact?
Or multiple cracks?




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  Reply # 2087874 12-Sep-2018 07:07
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nathan:

seems like you'll need to show how the glass cracked by itself



It is possible I guess, but incredibly hard to prove. Maybe Google is your friend.

My friend's shower glass shattered by itself, and I've heard of oven glass shattering by itself too. So i presume it is possible.

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  Reply # 2087879 12-Sep-2018 07:15
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Why haven't you claimed on travel insurance?

 

Cracking of a Gorilla glass screen without an impact point is an almost unheard of scenario. I suspect it's really up to you to prove such damage without impact. 


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  Reply # 2087965 12-Sep-2018 08:25
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sbiddle:

 

Why haven't you claimed on travel insurance?

 

Cracking of a Gorilla glass screen without an impact point is an almost unheard of scenario. I suspect it's really up to you to prove such damage without impact. 

 

 

Might not have been an impact, either. It could be that the device was twisted.  For instance if the device was in a bag and someone sat or stood on it. Seems impossible to prove  though.

 

 

 

 


Banana?
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  Reply # 2087973 12-Sep-2018 08:36
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+1 to Travel Insurance, or your contents insurance. That's what they are for.


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  Reply # 2087975 12-Sep-2018 08:41
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kiwigander:

 

OP

 

 

 

 

Typically a crack in the screen is not acceptable wear and tear, you would have to flex the unit or impact the screen somehow to crack it. Nor would it be covered under CGA unless there was an established case of defect, but you could try argue that with NL. 

 

Microsoft does offer a Complete warranty for Surface Pro's that includes Accidental Damage (including cracked screens), NL should have offered it at the time of purchase (although they may have offered their own cover which would ironically enough not cover you). 


gzt

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  Reply # 2089373 12-Sep-2018 15:31
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Surface Pro screen cracked. What's a reasonable expectation?

You don't mention the before and after scenario and time period. Personally there is no way I would put one of these devices in luggage unless in the original box and even then I would think twice and not do it tbh. Another no no is in a pouch or bag with accessories, which will create a point impact if any pressure.

It's reasonable that they inspect it to determine if any manufacturing fault contributed to this issue. The answer will almost certainly be no, but it's reasonable expectation to inspect. If it is not a manufacturing fault it is reasonable to charge for this inspection.


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  Reply # 2089379 12-Sep-2018 15:38
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We have exactly the same thing with my sons surface pro.   The screen is cracked but there are no impact points. I'm guessing he sat on it perhaps. 


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  Reply # 2089390 12-Sep-2018 15:55
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Not trying to be funny, but to the OP it might be worth considering which is more likely:

 

1) Screen cracked all by itself due to some sort of weird manufacturing fault with zero force being applied to it.  

 

2) Something happened to your laptop bag without you realizing it which resulted in the screen getting a crack. Not necessarily an impact but perhaps something that resulted in it being bent or twisted in the wrong direction. (I'm guessing the laptop bag is flexible?) Especially while travelling I can think of many scenarios where this might happen. 

 

 

 

 


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  Reply # 2089565 12-Sep-2018 21:23
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Do Microsoft not cover single hairline cracks with no point of impact?
Apple do cover that on their devices.






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  Reply # 2089613 12-Sep-2018 23:01
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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.

 


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  Reply # 2089669 13-Sep-2018 08:08
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We have a large fleet of SP's at work used both in the office and out in the field in some pretty rough environments and I have yet to see one with a cracked screen.  It's "possible" it could be a manufacturing defect but next to impossible to prove.  Occam's Razor suggest most likely conclusion is it has been subject to some kind of force, which doesn't always have an "impact point".  +1 on insurance, either travel or contents.     





Always be yourself, unless you can be Batman, then always be the Batman



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  Reply # 2089673 13-Sep-2018 08:13
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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. 


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