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Can't submit out of warranty repair request for Surface

Anonymous
2024-08-20T17:54:10+00:00

I have a Surface Pro 9 which I am trying to raise an out of warranty repair for a cracked screen. I have entered my details and the address for collection. When I click the next page after accepting the cost of the repair, I get this error (the screenshot upload tool on this page doesn't seem to work so I can't screenshot it):

TraceID: GRE9aZKy8E+7Mbqk.13.174

How am I supposed to proceed? As far as I can see there is quite literally no other method in which I am to contact Microsoft regarding this issue - every option I select when going through the Surface pages on Microsoft Help just redirects me back to the above repair request page that doesn't work. The Surface Help app doesn't offer any options, while this is a Surface device that is registered to a Business 365 tenancy it was purchased personally so I can't request Business support. Any advice would be appreciated, thanks.

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2024-08-21T02:33:35+00:00

    Hello, Alden2024.

    Welcome to Microsoft Community!

    I understand that you currently have a submit an out-of-warranty service request.

    Don't worry, I will provide you with the following guidelines for contacting the Surface support team:

    1. Use your personal Microsoft account (not your organization account) to access the following links:

    Contact - Microsoft Support

    1. Type Surface, press Enter, and click "Contact Support" at the bottom:

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    1. Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

    Image

    1. You will see contact options for Chat support and Phone support, please contact them during business hours:

    Image

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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