I JUST purchased a new Surface 8 Laptop through Ingram Micro on 10/8/2026 and it's defective

Submit a warranty service request directly through Microsoft’s Surface Support Portal rather than returning to Ingram Micro, because commercial Surface devices include at least a one-year Microsoft Limited Hardware Warranty.^1^

Create the repair or replacement request

1. Back up your business files before sending the laptop anywhere. Microsoft is not responsible for data lost during service.^2^
2. Gather:
   • Surface serial number
   • Ingram Micro invoice showing the device, retailer, and purchase date
   • A short video of the flickering, if practical
3. Sign in to the Microsoft Surface Support Portal with your Microsoft 365 business administrator account.
4. Select Create service request, choose/register the Surface, and report:
   • Built-in display flickers during normal use
   • Purchase date: October 8, 2026
   • Reseller declined the RMA
   • Whether the problem occurs while disconnected from docks, external monitors, and accessories
5. Request warranty hardware service or replacement. The portal supports registering devices, checking warranty coverage, and creating and tracking repair or replacement requests.^3^

Microsoft may require the Surface Diagnostic Toolkit for Business before authorizing service. It checks hardware, software, and firmware issues; include its result with the request.^4^

If the portal does not show the device or correct warranty

In the Surface Support Portal, select Register devices, enter the serial number and purchase-order number, and attach the Ingram Micro invoice as proof of ownership.^3^

If the displayed warranty start date does not match October 8, submit a warranty correction using the invoice. Microsoft requires the retailer name, purchase date, and item purchased; the update can take up to 24 hours after completion.^5^

If you cannot access the portal, use the business-support get support link on Microsoft’s contact page. Intune-managed organizations can instead open Intune admin center → All services → Surface Management Portal → Create service request.^4^

Ask about the fastest replacement option

Ask the support agent whether this device or its protection plan includes Advanced Exchange. This is not available for every commercial Surface: Microsoft must determine that replacement is required and confirm eligibility. When eligible, Microsoft ships the replacement before receiving the defective laptop; the original must then be returned within 10 calendar days. Typical replacement delivery is stated as 3–5 days, subject to location and inventory.^2^

If Advanced Exchange is unavailable, Microsoft may offer mail-in same-unit repair or another eligible service option. Avoid opening or repairing this newly purchased laptop yourself, because damage caused during self-repair is not covered by the limited warranty.^1^

References

1. Surface service and repair options
2. Advanced Exchange replacement for Surface devices
3. Surface Support Portal overview
4. Contact Surface Support for Business and Education customers
5. Update your Surface warranty with your proof-of-purchase | Microsoft Support