Surface Repair

Question

I was working with a support person - and my device was sent back and received by Microsoft. They cancelled the order - have no idea why - none of the reasons in the email applied to me. I also do not know where the computer is - or if I will ever get it back. Any idea of how to get in touch with some one who can help??

Answer 1

Hi Mary,

Thank you for reaching Microsoft Community. I'm sorry to hear about the trouble you're experiencing with your Surface device repair. I understand how frustrating it can be to not know the status of your device.

As much as we would love to assist you in sorting this out though, but this is already out side of our support boundaries here in the Community as we do not have the tools needed for this especially to check on your order. What we can do is point you to the support channel that should be best to assist you in which for this case would be our live support.

To get in touch with someone who can help you with your Surface device repair, you can contact our live support directly. You can reach them through these steps below:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Hope this helps.

Kind regards,
Marrion

Answer 2

I’ve done all of those steps. Nothing gets me in contact with anyone who can help. It’s an endless loop.

How can I escalate this.

Answer 3

Hi Mary,

Sorry to hear that still you were unable to reach our live support for assistance on this. I've sent you a private message for some details. Please check your profile's inbox and feel free to respond.

Kind regards,
Marrion

Answer 4

I’ve opened the private messages link and it brings me back to this same chat thread.

What am I missing

Answer 5

Once you are on this post, select your username to go to your profile then select "View private messages". You can also click on this link to access your profile then select the "View private messages" option on the right side: Mary Ropes (microsoft.com)