Power supply not returned after Surface Pro7 repair/replacement by Microsoft

Jeff and Debbie Carr 0 Reputation points
2026-10-25T22:44:57.3766667+00:00

I sent my Surface power supply in with my defective Surface Pro7 (which was 3 months out of warrantee) thinking Microsoft would need it to try and get the defective unit to turn on. I was sent a replacement surface, HOWEVER, my power supply WAS NOT RETURNED. How do I go about getting it back because this situation is not idea?

Surface | Surface Pro | Power and battery
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  1. S.Sengupta 33,091 Reputation points MVP Volunteer Moderator
    2026-10-26T01:57:37.08+00:00

    I couldn’t find a published Microsoft policy on returning accessories sent with a repair, so this is the practical route I’d take.

    Check the service order. Sign in at account.microsoft.com/devices, open the order, and look at the status history and any notes. If the power supply was logged as received, that’s useful evidence. Also check the replacement’s box for a charger in case one was included.

    Contact Microsoft Support about that specific order. Use chat or phone from the Surface support page, and quote the service order number. Say plainly that you sent the power supply at their instruction and that it wasn’t returned or replaced. Ask them to check with the service center whether it was received and to open a case for the missing item. Get the case number.

    Ask for a clear remedy. If it can’t be found, ask for a replacement power supply at no cost or a reimbursement for it. If the first agent can’t do that, ask for an escalation to a supervisor or the customer experience team.

    Gather your evidence. Keep your shipping receipt and tracking number, the packing list or instructions telling you to include the charger, and any photos of the charger or box before you sent it. A record of the support instruction to include it is your strongest point.

    Try another channel if support stalls. The @MicrosoftHelps account on X often gets cases escalated, and you can put the same details in writing there or by email so there’s a paper trail.

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  2. Jeff and Debbie Carr 0 Reputation points
    2026-10-25T23:00:38.24+00:00

    How do I get to a place on Microsoft Support that allows me to actually contact them with this?

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  3. AI answer

    2026-10-25T22:45:54.4833333+00:00

    Contact Microsoft Support about the completed Surface Pro 7 service order and ask them to trace the power supply against that order rather than opening another paid device-repair order.

    What to do

    1. Sign in at account.microsoft.com/devices.
    2. Select the Surface Pro 7 associated with the repair and open its completed service order. Microsoft documents this page as the place to review service status and shipment tracking.^1^
    3. Gather:
      • Original service-order or case number
      • Outbound and return tracking numbers
      • Date the replacement arrived
      • Power-supply model or serial number, if available
      • Shipping receipt, package weight, photographs, or other evidence showing that the charger was enclosed
    4. Contact Microsoft Support and state clearly:

      “My power supply was enclosed with the Surface sent under service order [number], but it was not returned with the replacement device. Please attach this report to the completed order, ask the service depot to trace the accessory, and provide a case number.”

    Microsoft’s preparation instructions normally require customers to remove the power supply and other accessories unless Support specifically says to include them.^2^ Mention whether the original service instructions told you to include it. If they did, retain a copy or screenshot because that directly supports the claim.

    If the charger cannot be recovered

    Ask Support to confirm in writing whether Microsoft will provide a replacement. Do not create another chargeable Surface repair order merely to report the missing charger.

    Only if Support directs you to open an accessory request should you return to the registered Surface’s page, select Start order, then choose Category: Accessory and the applicable accessory under Issue type.^1^ That workflow is for accessory service; it is not documented as a way to trace an item included in a previous depot shipment.

    If an immediate replacement becomes necessary, use a genuine Microsoft or Microsoft-licensed Surface power supply.^3^

    References

    1. Shipping and repair options for service orders | Microsoft Support
    2. How to prepare your Surface for service
    3. What to do if your Surface power supply doesn’t work | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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