Need to log a service call for Microsoft surface pro for charger and keyboard issue

Question

Need to log a service call for Microsoft surface pro for charger and keyboard issue

Kambli, Ganesh -ND 0

Hi Team,

I need help on to log a service call for in-warranty Microsoft surface pro for faulty charger and keyboard issue.

The Microsoft is surface pro laptop is a company provided laptop.

Please help me to log a service call.

Regards,
[moderator's note: PII removed]

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2 answers

Your answer

Answer 1

For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

Hi Kambli, Ganesh -ND,

I understand that you need to arrange an in-warranty service request for both the charger and keyboard. As the Surface Pro was provided by your company, the most appropriate next step is to contact your internal IT help desk or device administrator. They can verify the company’s warranty coverage and submit the request through the business support channel associated with the device.

Community contributors do not have access to Microsoft’s service systems and cannot open the service call directly. Your IT team can refer to Microsoft’s official Surface service and repair guidance if needed.

For your privacy, please avoid sharing any serial numbers, warranty information, or internal company details here. Thank you so much for your understanding.

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Answer 2

Because this is a company-owned Surface Pro, ask your organization’s IT or Microsoft 365 administrator to create the warranty service request through the Surface Support Portal or Surface Management Portal, rather than using a personal Microsoft account. ^1^

Information to give your IT administrator

Provide:

Surface Pro model and serial number
Keyboard/Type Cover serial number, located near the left side or center of the spine that connects to the Surface
Charger model or identifying details
Proof of purchase, asset number, and warranty information if available
A brief description of each fault, including whether the charger or keyboard works with another compatible Surface

Do not post serial numbers, telephone numbers, or company details in this public Q&A forum.

Administrator service-request procedure

Your administrator can use either available company portal:

Surface Support Portal — Microsoft 365 Business

Sign in to the Microsoft Surface support portal.
Select Create service request.
Select or register the affected Surface Pro.
Enter the charger and keyboard faults and complete the available warranty-service option.

Surface Management Portal — Intune-managed devices

Open the Microsoft Intune admin center.
Go to All services → Surface Management Portal.
Select Create service request.
Select the Surface and enter both accessory issues.

Microsoft documents both routes for commercial devices; available repair options depend on device eligibility and region. ^1^

Recording the charger and keyboard

When the service-order workflow offers accessory categories:

Select the registered Surface device and start the order.
For Category, select Accessory.
Under Issue type, select the applicable accessory.
Describe both faults in the notes and complete the order.

Surface Type Covers are supported in the device service-order workflow. If the charger is not shown as an available accessory, the administrator should raise it in the same support request so Microsoft can provide the applicable service option. ^2^

For the keyboard specifically, Microsoft directs business-owned devices to the business service process. The keyboard serial number may be required during registration or service submission. ^3^

If your company does not have access to either portal, contact your internal IT help desk, procurement team, or the reseller that supplied the Surface. They need to establish which company tenant or commercial warranty account owns the device before Microsoft can process the request.

References