Microsoft repairing defective cracked Surface Laptop 3 screens for free

The Surface Laptop 3.
The Surface Laptop 3. (Image credit: Windows Central)

What you need to know

  • Microsoft says it will replace defective Surfcace Laptop 3 screens for free.
  • If you have a hairline fracture on your Surface Laptop 3 screen, you could be eligible for a free replacement.
  • TContact Microsoft Support (opens in new tab) to remedy the issue.

In February, reports began to appear online from Surface Laptop 3 owners of cracks appearing in the device's display, seemingly spontaneously. At the time, Microsoft said it was investigating the issue. Now, in a new support article (opens in new tab) (via ZDNet), Microsoft says that it is offering free repairs for affected devices.

"We have investigated claims of screen cracking on Surface Laptop 3 and have determined that, in a very small percentage of cases, a hard foreign particle may cause a hairline fracture in the glass that may seem to appear unexpectedly or without visible cause," Microsoft says in the support article. "If you believe your Surface Laptop 3 is experiencing this issue, you are encouraged to contact our Microsoft Support to initiate a repair free of charge during the warranty period of the device."

If you have already paid for a repair because of the issue, Microsoft says you should contact its support staff to secure a refund.

It's unclear how widespread the issue has been, but it generated enough reports to cause concern. Surface Laptop 3 users who reported that they had been exceptionally careful with their laptops saw cracks appear in the display, seemingly with no cause.

If you have experienced the issue with your own Surface Laptop 3, you can get in touch with Microsoft Support (opens in new tab) to initiate a free repair.

Dan Thorp-Lancaster is the former Editor-in-Chief of Windows Central. He began working with Windows Central, Android Central, and iMore as a news writer in 2014 and is obsessed with tech of all sorts. You can follow Dan on Twitter @DthorpL and Instagram @heyitsdtl

7 Comments
  • And so they should as it's a manufacturing defect. Under UK law this would be covered by a 2-year warranty
  • They forgot the protective rubbers that protect the glass from the keyboard. It is a good example that a laptop/device oem should never focus completely on design alone (take a step back and build in some extra precautions).
  • They didn't forget. It was designed not to need them. I've seen no evidence that's the issue.
  • I am fairly certain that is the problem though (as in it would have prevented it), since it only is happening with the non-alcantera version (where metal touches glass).
  • No issue on mine, non Alcantara, 13". Had it since day one, use it pretty much daily. Could be just QC issue at the factory, not necessarily a design problem.
  • Could be, though that does not explain why this only seem to happen with the metal version. Also many 2-1 laptops have had problems like these when the rubbers were worn after a year or 2-4.
  • Never forget the protective rubbers!