Repair Not Fixed: Surface Laptop 7

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Repair Not Fixed: Surface Laptop 7

JOSHUA ALLEN 20

I sent my Surface Laptop 7 for warranty repair (I paid for the highest spec device and extended service plan and have two years of warranty left).

I sent a movie showing the intermittent keyboard failure. They sent me back the exact same device with the exact same keyboard failure. In the return box was a QC sheet written in French and one in Spanish. There was no other communication, and no information about any repairs. When I call the telephone service, they claim my device was replaced, but it clearly was not.

Now, when I try to start another warranty repair ticket, it blocks me and only allows to file an accessory related repair. The system makes it impossible to get in touch with any human, and the AI assistant ignores any relevant information and simply says, "OK" and then hangs up. I have spent several hours trying to get this fixed and have lost several days of productivity. The device is unusable.

My previous 5 laptops were MacBook Pros, and I must say the experience of dealing with Surface repair is incredibly bad in comparison.

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Answer 1

Jeric 725 Independent Advisor

Hi Joshua,

You can escalate this issue directly to Microsoft Surface Support. Here’s how:

Escalate the Case Go to the Microsoft Surface Support page and click “Contact Support.” From there, choose: Surface > Service and Repair > Something else This should connect you with a live agent or allow you to request a callback.
File a Formal Complaint If the escalation doesn’t resolve the issue, you can submit feedback through the Microsoft Feedback Hub. Since the device was purchased in Thailand, you might also consider reaching out to a consumer protection agency in that region.
Keep Records Make sure to keep copies of all communications, screenshots, call logs, and the video you submitted. These will be helpful if you need to push for a refund, replacement, or further escalation.

I hope you get your device working fine again. Good luck.
Best,
Jeric.

JOSHUA ALLEN 20 Reputation points

2025-08-12T00:00:23.42+00:00

Hi Jeric,

Thanks for the reply, Your instructions enabled me to request a call back so hopefully that will get me moving in the right direction. But I am wondering what made you think that the device was purchased in Thailand. It was purchased via the Microsoft Store in the United States.

Thank you!
Jeric 725 Reputation points Independent Advisor

2025-08-12T13:13:25.52+00:00

Hi Joshua,

Apologies on my mistake by saying it was purchased in Thailand that was a misunderstanding on my end. I hope you got the service you wanted from your device if you already filed an escalation.

Best,
Jeric.

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Repair Not Fixed: Surface Laptop 7

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