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My son's Surface 3 screen cracked and I sent to Microsoft repair centre for warranty. The unit was returned back to me back telling us that not a warranty case. I contacted Microsoft support asking if they could repair it, they told me to send it back again after accepting (purchasing) and out-of-warranty replacement unit. The service agent was very helpful and gave me all the support I could ask for, but I asked him why didn't the support team at MS offer me some options before shipping the broken back to me? I didn't get any answer except that he will escalate it to the right person(s). Now we had to send the broken unit back to the same repair centre (I live in Finland and the MS repair centre is in Germany). My son is using it for his schoolwork; this extra back-and-forth shipment will take extra two weeks. I had to pay €366 for a replacement unit, which is almost 50% of the retail price. What options did I have? None. The unit cannot be repaired!
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