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

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

Албена Кушлева 5

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.

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Answer 1

Microsoft publishes a Limited Hardware Warranty page for Bulgaria that applies to Surface devices, Xbox and PC accessories in Bulgaria. That doesn’t prove the repair backend can ship from Bulgaria, but nothing suggests the country is excluded.

Update the warranty with proof of purchase. Microsoft has a process for this when the device warranty does not match your proof of purchase. Upload the invoice, which can also fix a wrong registration region.

Use a private browser window with extensions off, and enter the address in Latin characters, with the phone number as +359 followed by the number.

Under EU consumer law, the retailer is legally responsible for defects for at least two years from delivery, whatever Microsoft’s own process does. Contact the seller in writing. Microsoft’s own page also says that in some countries and regions there are in-person service options, so check whether an authorized service provider exists near you.

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