Customers took the issue to Microsoft Community Forum and Reddit [1,2] and as per ZDNet this issue has been encountered only in Surface Laptop 3 devices with aluminium cases, not those covered with Alcantara fabric. Although the widespread of this issue was unclear, the higher number of reports caused concern and hence in February, 2020 Microsoft initiated investigation for the same and now the company has responded publicly explaining the possible cause of the problem. Here’s a note from the officials on the Surface support site: “We have investigated claims of the 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,” The company also addressed how they are planning to compensate for those affected. Microsoft has asked the users who are experiencing this issue to contact Microsoft Support to initiate a free repair during the warranty period of the device. Further, those who may have already paid for fixing this issue of their Surface Laptop 3s (either 13- or 15-inch), will be able to contact Microsoft support to claim reimbursement.
