Surface go purchased in china and has broken down in UK

Question

Hello,

i was on business in China last year (Before COVID) and my works laptop became unreliable so i decided to purchase i small but powerful and portable computer i can use on site. It worked brilliant and everything i needed. 

I came home in November 2019 and within a month it woukd not turn on, after following all the advice nothing would happen so i called Microsoft support and my warrenty was in date so it was goong to be changed for me as its an issue with a few go’s. 

The telephone help was excellant help but then they said it could not be conpleted due to it being purchased in china!!

I’m at a loss now, i have a expensive table matt that is completly useless. Due to covid its been impossible to get help since and travelling back to china is not an option at present. 

Has anyone been in this situation, there must be a solution Microsoft can help, at the end of the day its a mircosoft product and it is in warrenty no matter where it was purchased. 

Hope someone can help

Thanks

Answer 1

Hi Philmarsh7,

Thank you for reaching out to Microsoft Community.

I'm sorry but Surface devices bought in China can only be repaired in China also. For Microsoft to comply with local trade regulations, we are not able to ship or pick up your device to China for it to be repaired. Current warranty terms and conditions  do not extend service for devices purchased abroad. You may check this page for more details on Warranties, extended service plans and Terms & Conditions for your device.

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

Answer 2

Hi Marion,

Thank you for answering, so im going to look to send to china for replacement, can you give me cobtact details email so i csn ask them what i need to do?

It is pointless having it here if microsoft can not help me in UK in no way whatsoever so i hope they can help by providing best methods of sending and who/where too please?

Thanks

Phil

Answer 3

Hi, Philmarsh7!

Thanks for responding to Marrion. Kindly Contact Microsoft Support to get assisted by one of our advocates regarding your Surface Go and its replacement options.

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 Replacement options for Surface Gothen press Enter.

4.    In the responses, click No or 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 Pro 6 (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 option if 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, please check this page to know the number for United Kingdom in our list of Global Customer Service phone numbers.

We hope this helps you out.

Kind regards,

Janette_Z

Answer 4

i AM ALSO Facing same problem in india!!

i have purchased surface go and its keyboard from china and now some defect has occured in both the product !!

in india i am not getting its repair services