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Microsoft gave me an address to send my Surface Studio 2+ for repair, it arrived there, but no response

Larry Newfield 20 Reputation points
2025-09-30T18:10:04.3433333+00:00

I bought a Surface Studio 2+ on e-bay that would not power on. No serial number was able to be provided since it would not turn on and no original box. I took it to ubreakifix and they would not work on a Surface Studio 2+ or open the case to void any warranty. It was very, very difficult to chat with Microsoft, but finally after trying for over an hour I got an agent and he gave me the repair address to ship the Surface Studio 2+ to Pegatron in El Paso, TX at my expense. I packed it up very carefully with lots of bubble wrap in a shipping box, I see on my UPS tracking it arrived. I had placed a note with my name, address, phone number and description of what was wrong, no power on.

Microsoft chat agent gave me a phone number of (915) 881-9100 x 126, after a few days not hearing anything, I called the number and it was not Pegatron!! Now I'm concerned, I tried on the internet to get a valid phone number for Pegatron repair dept., I saw a number in Taiwan, another number in Texas, I called the Texas number and it is disconnected.

Anybody have a valid number for Pegatron repair dept. in El Paso? Anybody know how to contact Microsoft "John Cyril Villacorte" agent??

thank you ..

Lawrence

Surface | Surface Studio | Performance and maintenance
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Answer accepted by question author

Edward Schlobohm01 10,165 Reputation points Independent Advisor
2025-09-30T19:07:59.3433333+00:00

Hi Larry,

Thank you for reaching out Microsoft community, what you’re going through is incredibly frustrating. Allow me to provide you option about this.

If you need to escalate your case or reconnect with this person John Cyril Villacorte, here are your options:

Reach out to Microsoft Support Portal

Visit Microsoft Support Contact Page https://support.microsoft.com/en-us/contactus

Select Surface > Surface Studio > Performance and Maintenance

Choose Chat or Request a Call

Mention your previous interaction and ask for escalation or to reconnect with the same agent

Customer Service Phone Numbers

You can also call Microsoft directly:

US Support: +1 855 270 0615 or

+1 800 865 9408

Let me know how it goes or if you need help with anything else!

Warm regards,

Edward

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  1. Larry Newfield 20 Reputation points
    2025-09-30T19:25:20.28+00:00

    Thank you for trying to help Edward. The link you gave me only lets me choose Surface, then that sub-link only lets me select the Surface App, the Surface App requires me to enter a serial number of the machine I am checking up on, which I don't have. The link does not let me choose 'chat' or escalate my issue. I also called the (877) number and again I need a serial number for the computer, which I don't have since it didn't power up. There is no choice for a live person or to have somebody call me back. I am trying to get on a chat again, but I cannot seem to find it anywhere.

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