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38 posts

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  Reply # 2089706 13-Sep-2018 08:53
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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.


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  Reply # 2089806 13-Sep-2018 10:43
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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.

 

 





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