Surface Pro will not charge.

jane 0 Reputation points
2026-09-23T13:41:32.61+00:00

We have a less-than-year old Surface Pro that will not charge. We have an extended warranty too. We have returned it twice to MS and it's been returned both times with a generic letter saying it's not a warranty repair, but not giving us any information on how to get it to charge or who to talk with about an actual repair (regardless of who pays).

The letter just says it could be any of half a dozen reasons like being dropped (no) water damage (none visible) etc. We have taken it to the local service dept (Curry's) and they checked it and said that they couldn't see any damage but because it was purchased direct from MS, we have to send it back there...

So we did. And back it came again. Same letter.

How on earth are we supposed to get this very expensive doorstop fixed? Help please!

Surface | Surface Pro | Power and battery
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  1. Clary-N 17,000 Reputation points Microsoft External Staff Moderator
    2026-09-24T00:15:58.4533333+00:00

    Hi jane,

    Since the Surface has already been returned twice without a clear explanation, I highly recommend contacting a live Surface support agent and asking for both service orders to be reviewed and escalated.

    1. Go to Contact Microsoft Support and sign in.
    2. Enter Live Support, then select Get help.
    3. Scroll down and select Contact support.
    4. Choose Surface under Products and services.
    5. Select your Surface model, then choose the available chat or callback option.

    Have both service-order numbers, the Surface serial number, proof of purchase, extended-warranty details and the return letters ready. Ask the agent to confirm what was found during the inspection, why the repair was declined and whether another assessment or a paid repair can be arranged.

    You can also check for an in-person repair option through a Microsoft Authorized Service Provider. Confirm availability and any possible charges with the provider before taking the device in.

    Just to clarify, this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, don’t have access to service records or back-end systems and aren’t able to change warranty decisions or arrange repairs directly. I can, however, help point you toward the most appropriate support options.

    I hope this helps you get a clear explanation and a suitable repair option.

    Kind regards.

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