A growing number of customers on Microsoft’s Answers Forum and Reddit are complaining that their nearly new Surface Laptop 3’s have developed spontaneous cracks in the screen. It appears that these devices are all the non Alcantara variety and are Aluminum only. Customers are posting pictures like the one below showing the issue in Microsoft’s Answers Forum.
Customers state that they did not drop, bang, or mistreat these devices or expose them to extreme temperature swings. So far, Microsoft outsourced forum support has been treating these as individual physical damage claims. For those who spent the extra money on Microsoft Complete, there is better coverage, albeit there is a $49 cost and there are only two “incidents” covered and this counts as one. One customer contacted support and states: “ I am currently waiting to hear back from Microsoft after numerous complaints…. they are taking forever but I finally got someone to admit they were investigating reports of the same issue. They said they had no time frame for a resolution or reply“
Reports of this issue are growing. Here’s a partial list of complaint threads:
One customer writes: “ Soon after using it I noticed that the hinge would make a creaking sound when I opened it and the bottom chassis would do so as well when I lifted it applying even the slightest pressure. In addition to hearing the chassis creak, you can feel it flex when it happens. “
It appears that if you are afflicted with this issue and are able to get to an official Microsoft Store, you may be able to convince the Store Manager to waive charges, as Nightryder21 reports:
Clearly, something is amiss here and the typical silence from Microsoft is deafening. Panos Panay, are you listening?
There are quite a few folks desperate for fixed Marvell Wi-Fi drivers for Surface devices following bad drivers that were sent down through Windows Update in early August. The greatest impact seems to be on mesh type networks. You can, or course, roll back the bad driver. But if you need to test the “fixme” version, and intend to stay on 1903 until 1909 is “proven safe for mankind” (so to speak), there is an option.
It seems possible to join the Insiders Preview Ring to get the “fixed” Marvell Wi-Fi drivers for Surface devices without being forced to download and install 1909 if you are already running 1903. 1909 “should” be offered as an optional update and I’ve made a short video explaining the steps, as there are multiple restarts in addition to the specific order of steps that need to be followed. I’ve tested this and it works for me. I can’t guarantee that it will work for you, but the worst that can happen is, if you are running 1903 and 1909 does install, you can open the classic Control Panel, Programs and Features, view Installed Updates, and UNINSTALL the 1909 update.
Interesting post in Microsoft’s Surface Forum from an Enterprise customer who has 200 Surface Pro 3’s, stating that if the battery goes completely flat, it cannot be charged using the Surface Dock (brick dock).
After contacting business support, the response to the customer was” This is as designed“. A Technical summary of the problem from Microsoft Support engineer :
The reason why this is happening is that the power supply of the dock (although it is 80W) reserves 30W of its power to the ports on the dock, this means that only 50W is available to the Surface Pro. This unfortunately is not enough to trigger the charging/booting.
Apparently, the dock itself won’t supply enough power for some Surface devices and the original charger that was supplied with the Surface device needs to be used to jump start the charging process. I’m told that if the device is charged first for 5-10 minutes with the original power supply, then the dock can be used(and sometimes even short amount of time works).
There’s a whole lot of Creatives in the Microsoft Surface Answers Forum complaining that after installing Cumulative Update KB4089848 that the pen drags the canvas around instead of drawing. Uninstalling the KB fixes this (and this is the first I’ve seen that functionality changed dramatically after installing a Cumulative update, but you never never know. And now there may be a “fix” to return to “legacy” behavior
Microsoft has published current pricing (in US Dollars) for those needing an out of warranty exchange for Surface devices (refurbished devices with a 90 day warranty). Until the end of March, the cost to replace a Surface Pro 3 was $450.00. It’s now jumped to $599.00. This is upsetting customers afflicted by the fallout from Batterygate and other issues. That’s a lot of money for this device and you definitely can do better looking elsewhere if you want to replace your sick SP3 with another SP3.