Microsoft Surface Pro 11 – Unable to submit warranty repair request, even with two different accounts

Hello,

I am experiencing a serious issue when trying to arrange warranty service for my Microsoft Surface Pro 11.

The touchscreen has a non-responsive area, and troubleshooting, driver updates and resetting Windows have not resolved the problem.

My device is registered with Microsoft, and the warranty is confirmed as active until July 18, 2027. The repair system offers a free warranty repair, but when I try to submit the service order, it fails with an error.

I have tried using two different Microsoft accounts and different shipping address entries. The same type of error occurs every time.

I have also contacted Microsoft Surface Support. The support representative confirmed that even their team was unable to create the repair order.

I was told that my original Microsoft account might have been compromised, but no evidence or explanation was provided. However, the repair request also failed when I used a different Microsoft account.

The latest error displayed the following TraceID: hXmYV7alPUiMdRom.6.367

I am located in Bulgaria.

Has anyone experienced a similar problem with Microsoft Surface warranty service? Could this be related to regional service availability or an issue with Microsoft's repair order system?

I would appreciate any information from people who have encountered and resolved this problem.

Thank you.