Unable to get support for my brand new surface laptop keyboard!

Question

Unable to get support for my brand new surface laptop keyboard!

Julia 0

I bought a brandnew surface for my job last year and used it for about 3 months before the company started provisioning company laptops for us. I began using the device again recently and the keyboard hardware failed. The device had been used less than 100 times before it broke! Following the suggestions in the forums, I reinstalled the drivers, did multiple hard restarts and finally brought it in to Best Buy for a diagnostic which indicated a keyboard hardware failure.

For the past three weeks, I've been trying to get support for the keyboard of my surface laptop and because of the lack of Microsoft Customer Service support my warrantee on the device has now expired. I can't get through the request service process. The last screen wont let me click the place order button and there's clear reason why (see attached). I tried to bring it in and the UbreakIfix service listed on the Microsoft website indicates as their support provider for my geography and they say they wont fix surfaces. I've called the phone numbers and ended in an AI death loop. I cannot imagine a worst customer experience. Faulty expensive brand new device and terrible customer support!

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Answer 1

"The last screen won't let me click the place order button and there's clear reason why (see attached)."

Unfortunately, the attachment is missing...

A few things work in your favor here even though the warranty has technically lapsed:

You have a Best Buy diagnostic report confirming hardware failure — that's independent, third-party evidence, not just your word.

You have a broken repair-request flow on Microsoft's own site that prevented you from submitting the claim while the warranty was still active.

You have a documented paper trail: call logs, the date you first reported it, the date the warranty expired.

The most important point is that you started trying to obtain warranty service before the warranty expired. If you have screenshots, emails, case numbers, chat transcripts, or other records showing that you attempted to submit the service request during the warranty period, keep all of them. The fact that the online service process would not allow you to complete the order is particularly important.

I would recommend contacting Microsoft Support again and explicitly asking for the case to be escalated to a service/warranty.

If there's a physical Microsoft Store within reach, in-store staff often have more discretion to open a service request or escalate a warranty exception than phone support does, since they can see the device and your documentation in person.

Also message @MicrosoftHelp on X