Surface Laptop 3’s Spontaneous Cracked Screens?

Posted Posted in Surface

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:

https://answers.microsoft.com/en-us/surface/forum/all/microsoft-surface-laptop-3-screen-crack/4c211830-f987-4e7b-a2e8-2d40266e3957

https://answers.microsoft.com/en-us/surface/forum/all/crack-in-surface-laptop-3-screen/b4cdcd14-5f3d-4f65-990d-7bfb1072ab6a

https://answers.microsoft.com/en-us/surface/forum/all/surface-laptop-3-screen-crack/d7a4021f-0f9f-48d6-a7ed-8a60fabd3ee4

https://www.reddit.com/r/Surface/comments/ee17oc/surface_laptop_3_screen_cracked/

https://www.reddit.com/r/Surface/comments/e7zohz/surface_laptop_3_cracked_screen/

https://www.reddit.com/r/Surface/comments/ew4247/cracked_screen_new_laptop/

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?

Battery depleted Surface won’t charge using Surface Dock

Posted Posted in Surface

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).

surface 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).

To me this sounds like a design flaw.

Fix for Pen Dragging Canvas in Photoshop 2018 CC after Windows Update

Posted Posted in Surface, Windows 10

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

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Pricing for Out of Warranty Surface Exchanges

Posted Posted in Surface

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.

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Where is the Surface Pro LTE Recovery Image (How to get)

Posted Posted in Surface

Microsoft’s latest addition to the Surface Pro family is the Surface Pro LTE. If you are a road warrior, this is THE Surface SKU to get. While it may not be an “always connected PC” (ACPC) officially, it sure seems so to me. It’s being offered to Business customers only, in the Microsoft Store online, and through partners. Note that if you aren’t a business, you will have to jump through some hoops to register to your personal Microsoft Account, but this can be done.

Microsoft offers downloadable recovery images for all their Surface SKU’s, and while the Surface Pro LTE has been in sale and shipping since early December, it isn’t listed in the dropdown to register a new device (as of 1/25/2018):

You actually can download the BMR recovery image today, using a strange work around.

1. Don’t try to Select a Surface product

2. Type in the Serial number for you Surface Pro LTE. You can’t paste it in, for some reason that does not work.

3. Select Download recovery image

Currently, you will see it appear to offer Surface Pro M1796 which is NOT the Pro LTE. Take the leap of faith and ignore this. You will see that the file that downloads is, in fact, the Pro LTE recovery image.

4. Select Continue

I’ve been bugging Microsoft daily on getting the web site fixed so that this isn’t such a crazy undertaking. You’d think it would be easy to fix, but I guess not..

(And yes, you CAN and should create a recovery image from the bits already on your Surface Pro LTE but if disaster strikes and that image is corrupt and you need one, you can get it from Microsoft).