Warranty Inquiry and Support Request for Surface Laptop 6 – Serial Number XXX

Question

Warranty Inquiry and Support Request for Surface Laptop 6 – Serial Number XXX

Anonym

Dear Microsoft Support Team, We are experiencing issues with our Surface Laptop 6 for Business (Serial Number: XXX). The problems include:

The fan makes loud noises. The fan does not spin properly or feels resistant. The fan seems to scrape or has friction. The fan no longer speeds up as it used to.

Since the device is very new, we believe it is still under warranty. We are not authorized to open the device ourselves and would like to confirm whether attempting to repair it on our own would void the warranty.

Could you please confirm:

Does this device still have an active warranty? What are the next steps for repair or replacement under warranty?

Thank you for your assistance.

Best regards

Moved from: <Microsoft System Center | Andere>

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Antwort, die vom Frageautor angenommen wurde

Lychee-Ng 28,910 Externe Microsoft-Mitarbeiter Moderator

Hi Huner Muhamad, Zhulya [Extern],

Welcome to Microsoft Q&A!

I understand how concerning it can be to experience hardware problems on your new Surface Laptop 6. However, please note that Microsoft Q&A is a public forum and we cannot directly process your Serial Number as it'll be hidden. But it's also easy to confirm the warranty status yourself:

Visit Surface's official warranty page: Check Warranty Page - ROBO SelfServe Portal
Choose your region, enter the device’s serial number and CAPTCHA > click Submit

If the warranty is still active, we advise against any user-initiated service as any attempt to open or repair the device will void the warranty. Next, refer to this article on Surface service and repair options - Surface | Microsoft Learn, choose the correct path to your situation! In addition:

If you're using it as a personal device, sign in to account.microsoft.com/devices
Select the Surface 6 from the list (if not present, you need to register it)
Select "Start order" and follow the onscreen prompts

I hope with the information above, you can find the help you need and get your device working!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Lychee-Ng 28,910 Zuverlässigkeitspunkte Externe Microsoft-Mitarbeiter Moderator

2025-11-16T07:35:50.45+00:00

Hi Huner Muhamad, Zhulya [Extern]. It has been a while and I am writing to see how things are going with this issue. Have you had a chance to check the reply provided? Any update would be appreciated.

2 zusätzliche Antworten

Ihre Antwort

Lychee-Ng 28,910 Zuverlässigkeitspunkte Externe Microsoft-Mitarbeiter Moderator

2025-11-16T07:35:50.45+00:00

Hi Huner Muhamad, Zhulya [Extern]. It has been a while and I am writing to see how things are going with this issue. Have you had a chance to check the reply provided? Any update would be appreciated.

Answer 1

Hi Huner Muhamad, Zhulya [Extern],

For company devices, you need to make requests via the Surface Support portal, as stated in this article: Contact Surface Support for Business and Education customers - Surface | Microsoft Learn

If this is the first time you access the Admin Center, here's the overview and what to do: Surface Support Portal overview - Surface | Microsoft Learn. There includes video and picture demo to show you the process of making repair/replacement requests online.

In addition, if a replacement is needed, you don't have to do the shipping yourself. Once you open a formal service request on the portal, Microsoft will prepare and provide you with everything (e.g. shipping label, instructions on how and where to send the device, etc.)

By using the business-specific channel, you can bypass the general support line. Everything will be streamlined so you shouldn't be worried about not getting through.

Answer 2

Anonym

Good day,

the laptop is not used for private purposes, and our company orders many servers from you. Unfortunately, we are unable to reach you quickly at all. When we call, our concerns are not addressed, and only the AI answering service responds.

Could you provide us with IT support so that we can resolve such issues more quickly in the future? The device is still under warranty. Can you repair it, or where do I need to send the device and obtain any related information?

Best regards

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