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broken touchpad to the Surface laptop, still works.. Just can't click or Drag.

Anonymous
2020-05-12T07:51:20+00:00

I broke The touchpad to my surface laptop, but I'm still able to use the pad as the mouse. The pad itself sticks out of the keyboard. I am only able to scroll but I am unable to click or drag anything. I've tried pushing the touchpad itself back in it's spot.. only for it not to click and be pushed back up. Not sure what to do, is there a way to fix it?

Surface | Surface Laptop | Install and update

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  2. Anonymous
    2020-05-12T17:55:00+00:00

    Hi, Bru.1!

    Thanks for reaching Microsoft Community and posting your concerns. We're sorry to learn about the touchpad on your Surface Laptop (1st Gen). Based on your description of the issue, this is already a hardware issue. I am afraid to inform you that repair/fix on this is not available since it is hardware related. Cases like this, the device needs to be sent in for replacement. Should you wish to proceed with this, please Contact Microsoft Support to get assisted by one of our advocates to process the replacement order for you.

    1.    Please make sure you are signed into your Microsoft Account when you go to that page above, then click Contact Support.

    2.    A new window will pop-up showing the Microsoft Virtual Agent.

    3.    Type Surface Laptop touchpad sticks outthen press Enter.

    4.    In the responses, click None of the above until you get to another response that gives you an option to Talk to a person.

    5.    Once you click Talk to a person, select Surface when asked for your product and hit Next.

    6.    Select Warranty and service when asked for the issue and click Next.

    7.    Still click on Nextbutton when asked for a bit more info.

    8.    You will be asked to register your Surface Laptop (if not yet registered) or choose it (if already registered). 

    9.    Kindly wait so that you will see an option for a **callback.**You may choose the Chat optionif available.

    10.  Enter your phone number and confirm it.

    11.  You should see a confirmation that your scheduled callback has been successful and a call will be made within the expected timeframe.

    If you prefer to call and outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers.

    We hope this helps you out.

    Kind regards,                                                                                                                  

    Janette_Z

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