How To Return a faulty Surface product to Microsft?

Title: Microsoft cancelled my faulty Surface Pro return within the 60-day window — how can I formally escalate this?

I am looking for assistance with an ongoing Microsoft Store return issue that has now involved multiple support representatives, repeated incorrect assurances, and the cancellation of an authorised return.

I purchased two Surface Pro devices directly through Microsoft's UK online store. They were individually priced products, not a discounted bundle.

One device developed a serious fault involving a kernel error, graphical corruption and ultimately a complete failure to boot. The second device works perfectly, and I only wish to return the faulty one for a refund.

Timeline of events:

• 9 October 2026 (day 52 after purchase): Contacted Microsoft by telephone to arrange a return. The representative consulted a supervisor and confirmed that returning only the faulty device was acceptable. I was assured a return label would be provided.

11 October: Contacted Microsoft again, separately speaking with Sales Support and Technical Support. Both representatives assured me the return label would be arranged.

14 October: After several days without a label, another representative confirmed that no return had ever been initiated, despite those previous assurances.

Later on 14 October: A return was finally created and two shipping labels were issued. I contacted support to clarify why there were two labels when I had specifically requested the return of only one device.

During that conversation: The representative claimed that purchasing two devices on the same order constituted a bundle and that both devices must be returned. They then cancelled the return that had just been created.

The same representative subsequently claimed the purchase was over two months old and could no longer be processed normally. I corrected them, explaining that only 57 days had elapsed since purchase and that my original request was made on day 52.

I was then told to wait another 24 hours for escalation.

I have repeatedly asked Microsoft how to submit a formal complaint. One representative stated there was no dedicated complaints department, while another eventually directed me to Microsoft's Business Conduct and Compliance reporting page.

My concerns are:

Microsoft repeatedly assured me that a return had been arranged when no return had actually been initiated.

Microsoft cancelled a return created within its advertised 60-day return window.

Microsoft's own delays now threaten to push the matter outside that window.

The devices were purchased separately at their normal individual prices. I have received no explanation of why Microsoft considers them an indivisible bundle.

I have been unable to obtain a clear formal complaints or escalation process.

I understand that this is primarily a customer-service matter rather than a technical fault-diagnosis question.

Can anyone from Microsoft confirm how I can have this formally escalated to someone authorised to resolve it?

I specifically require confirmation that my original return request date will be honoured, that only the faulty Surface needs to be returned, and that Microsoft will arrange the appropriate return label without further delays.

I have retained the chat transcripts, case references and correspondence and can provide these privately to an authorised Microsoft representative.Title: Microsoft cancelled my faulty Surface Pro return within the 60-day window — how can I formally escalate this?

I am looking for assistance with an ongoing Microsoft Store return issue that has now involved multiple support representatives, repeated incorrect assurances, and the cancellation of an authorised return.

I purchased two Surface Pro devices directly through Microsoft's UK online store. They were individually priced products, not a discounted bundle.

One device developed a serious fault involving a kernel error, graphical corruption and ultimately a complete failure to boot. The second device works perfectly, and I only wish to return the faulty one for a refund.

Timeline of events:

9 October 2026 (day 52 after purchase): Contacted Microsoft by telephone to arrange a return. The representative consulted a supervisor and confirmed that returning only the faulty device was acceptable. I was assured a return label would be provided.

11 October: Contacted Microsoft again, separately speaking with Sales Support and Technical Support. Both representatives assured me the return label would be arranged.

14 October: After several days without a label, another representative confirmed that no return had ever been initiated, despite those previous assurances.

Later on 14 October: A return was finally created and two shipping labels were issued. I contacted support to clarify why there were two labels when I had specifically requested the return of only one device.

During that conversation: The representative claimed that purchasing two devices on the same order constituted a bundle and that both devices must be returned. They then cancelled the return that had just been created.

The same representative subsequently claimed the purchase was over two months old and could no longer be processed normally. I corrected them, explaining that only 57 days had elapsed since purchase and that my original request was made on day 52.

I was then told to wait another 24 hours for escalation.

I have repeatedly asked Microsoft how to submit a formal complaint. One representative stated there was no dedicated complaints department, while another eventually directed me to Microsoft's Business Conduct and Compliance reporting page.

My concerns are:

Microsoft repeatedly assured me that a return had been arranged when no return had actually been initiated.

Microsoft cancelled a return created within its advertised 60-day return window.

Microsoft's own delays now threaten to push the matter outside that window.

The devices were purchased separately at their normal individual prices. I have received no explanation of why Microsoft considers them an indivisible bundle.

I have been unable to obtain a clear formal complaints or escalation process.

I understand that this is primarily a customer-service matter rather than a technical fault-diagnosis question.

Can anyone from Microsoft confirm how I can have this formally escalated to someone authorised to resolve it?

I specifically require confirmation that my original return request date will be honoured, that only the faulty Surface needs to be returned, and that Microsoft will arrange the appropriate return label without further delays.

I have retained the chat transcripts, case references and correspondence and can provide these privately to an authorised Microsoft representative.