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My daughter’s one week old Surface Laptop Studio screen cracked without being dropped or physically compromised in any way. She used it on Friday, stored it in a book bag in her room and when she opened it again on Tuesday it was cracked. Best Buy says contact Microsoft, Microsoft online “support” says it is not a covered repair, and she cannot find how to even initiate a conversation about a repair without paying $649 first. We have found that this was an issue with the Surface Laptops 3 and 4, and that Microsoft previously repaired screens at no cost. This was purchased for her to begin classes a week from now, if anyone has a clue how to contact Microsoft we would appreciate the help!
Microsoft does have a support community to ask questions about its products. This would probably be your best way to get into contact with Microsoft to discuss the repair. However, screen damage is not covered under the Standard Manufacturer Warranty regardless of if it’s accidental unless you got the complete 3-year coverage plan. In addition, if Microsoft cannot help you then I highly recommend checking out this service guide officially made by Microsoft should it come to repairs.
