Surface pro 12 did not boot up.

Question

Surface pro 12 did not boot up.

Bhuvanesh Kumar R 0

three days before my new surface pro 12 ( bought two months back) did not boot up when I pressed the power button. I tried all the suggested methods to try to power on the device. It simply would not turn on. I sent it to the service centre as directed by the Microsoft automation process. When will I get my surface pro back it’s showing the device is being processed for three days now. It’s under warranty. When will I get my device back?

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Answer 1

S.Sengupta 33,171 MVP Volunteer Moderator

Depending on the product, Microsoft may repair the device or send a refurbished replacement. If you get a replacement, it will have a post-service warranty of the remainder of your original period or 90 days after shipping, whichever is longer.

Ref: How to get service or repair for Surface

Check the service order status in your Microsoft account (the warranty and service section) and note the service order number.

Check whether it shows “received at service centre”, “in repair” or “shipped”. Tracking details appear once it ships.

If nothing changes after about 10 to 14 days, contact Microsoft Surface support with the service order number and ask for an escalation and an estimated return date.

Bhuvanesh Kumar R 0 Reputation points

2026-11-08T10:10:35.6266667+00:00

There is literally no official live chat or support services. It’s either that or I don’t know how to access it
S.Sengupta 33,171 Reputation points MVP Volunteer Moderator

2026-11-08T10:19:29.85+00:00

Where are you located? And from where have you bought the device?

For a rough timeline, Microsoft’s repair documentation says average turnaround is 6-12 calendar days, depending on your location and supply chain availability. That figure comes from a Microsoft repair program page, not a promise for your specific order.

Microsoft in region same unit repair

Go to support.microsoft.com/contactus and sign in with the Microsoft account your Surface is registered to. Microsoft’s support page says that if you describe your problem, it will provide self-help or connect you to the most appropriate support, which may include chat or a request for a call, so you don’t have to wait. Select the Surface device and choose a warranty or repair issue. The chat option usually only appears after you sign in and pick your product, and not every region gets it.

Microsoft prefers to call you back. One support listing says after you sign in and choose the Surface product, extra options such as live chat with a specialist may be available, and others mention a scheduled or callback option. If chat doesn’t show up, look for “request a call”.

The confirmation email or shipping paperwork from Microsoft may name the authorized service provider that has your device. Contacting them with your service order number is often faster than going through Microsoft’s main support lines.
Bhuvanesh Kumar R 0 Reputation points

2026-11-08T10:34:38.1033333+00:00

I stay in Bangalore and I bought it from reliance digital.
S.Sengupta 33,171 Reputation points MVP Volunteer Moderator

2026-11-08T10:55:06.5066667+00:00

You have already escalated through proper channel i.e. Microsoft's official support. My advice for 6-12 calendar days.