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Trying to file a claim with Microsoft Complete-warranty expires Sept 2 2025

Matteo Rizzotti 0 Reputation points
2025-08-01T18:34:39.8766667+00:00

I am having trouble getting Microsoft Support to open a repair through Microsoft Complete for my Surface Pro 7+. My Surface Pro has a cracked screen near my camera, and I need this for college in a month. I used my personal email that is associated with the Surface Pro and did an online chat with someone, as I wasn't able to open a repair ticket through the app. The warranty expires Sept 2, 2025. The person I chatted with could not open a repair ticket either and did an escalation to the support team. The support team emailed me two days later and said I had to use my school email (The Surface Pro was purchased to use all through high school), and they sent me a link to open a repair through a business/school account. When I went to use the link, it would not let me proceed, as I am not an admin on the school email account. I have replied to the last email the Support team sent twice, and no one is responding. I need to get the claim in before it expires in one month and before I start college. How do I go about getting someone to assist me???

Surface | Surface Pro | Display and screen
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  1. JANSHER 700 Reputation points Independent Advisor
    2025-08-01T20:16:55.3633333+00:00

    Hi Matteo,

    Welcome to Microsoft Community, Thank you for reaching us. We apologize you are getting this problem on your Surface Pro. Will make sure to help you out regarding this problem. Your Surface Device is still under warranty and must get fix before the mention time.

    Since you mention your issue has been escalated and you also replied to the email twice and still not getting any respond.

    possible Microsoft Surface Support Portal, Since you already create a support request you might track your request on here.

    please open this link: https://learn.microsoft.com/en-us/surface/surface-support-portal

    Scroll down until you reach (Create and track service requests for device replacement or repair or Manage Surface device warranty and coverage).

    Below you will see the steps on how to track, follow up or create a another request.

    If there’s anything more you’d like to share or questions, please don’t hesitate to reach out.

    Warm regards,

    Jansher Liwag

    Microsoft Community

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