Microsoft support unavailable

Question

Microsoft online support has been unavailable for days. I have an in warranty Surface Book with very problematic system performance despite multiple resets. I have been trying to get support via online chat and phone without any success. I have already followed all attempted fix steps from previous chats with support. Is there another way to get help? I live more than an hour from the closest store.

Answer 1

Hello JCCook,

Thanks for reaching out to the Microsoft Community. We're sorry to learn about the issue on your device and for the inconvenience this has caused you. We'll do our best to get this sorted out.

May we know what version of Windows you have? What were the steps you did to isolate the issue?

In the meantime, you can try these methods and observe your device:

1. Run the Surface Diagnostic Toolkit and check for Windows Update. Ensure all pending updates are installed.
2. Manually install drivers and firmware for Surface Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo. Go to Download driver and firmware for Surface**,**choose (your Surface model) then click Download.
   Choose the .msi file closest to your current OS Build and click Next.
   After downloading, run and install the .msi then Restart.
3. Run the System File Checker in Windows (microsoft.com)
4. See Windows stops responding on Surface (microsoft.com) for more troubleshooting guide.

Otherwise, we suggest to contact our support via Contact Us Microsoft Support to seek options for your device and for immediate assistance. You can also contact them via phone, see Global Support Phone Numbers. For detailed instructions on how to contact our support, click here.

Regards,

StevenK

Answer 2

Thanks StevenK,

I have already followed all of the steps multiple times. My issue is that Microsoft Support has not been available for, and the global phone numbers for Australia are not answering? My system needs replacing. Is there a way to request a call-back outside of the support app which is not available?

Joel

Answer 3

Thanks for keeping us posted, JCCook.

In that case, you can also try to get it done via self-service option online. Please see How to get service for Surface (microsoft.com) and follow the instructions in requesting a service.

Hope this helps.