Pen Warranty/Replacement

Question

Hey all,

My surface pen was purchased at the beginning of the year from Best Buy and it worked wonderfully for about 3 months before the tip wouldn't work. Put in some research to discover this was a fairly consistent problem. I tried replacing the battery and some replacement tips to see if that would fix any of it. Nope :/ but the eraser part works and read that with my symptoms my pen needs to be replaced. Well it has been an ongoing thing because every time I've tried registering the warranty to get a replacement something goes on to where it doesn't register or Microsoft isn't taking my request per say... Any who I tried this afternoon and was able to get it registered for a warranty but as soon as I try to start an order on one it just tries to register the pen again or it takes me to a blank form that I can't fill out? Is there anyway to get support on this directly or am I just SOL?

Update: Thanks Barb! I remember reading into it that the Bluetooth was only for the functions of the eraser button. I ended getting in contact with support twice and my service order was finally created! Should hopefully have it fixed soon

Answer 1

Hi puzzer,

Thank you for reaching Microsoft Community.

May I know what Surface device are you using with your Surface Pen?

Please try these steps below then see if the issue persist:

1. While the Surface Pen is paired on your Surface Book, open Device Manager.
2. Click View on top and check Show hidden devices
3. Expand Human Interface Devices> HID-compliant pen > Uninstall device

                                                                Surface pen settings > Uninstall device

Surface pen integration > Uninstall device

HID-Compliant touch screen > Uninstall device (if you see 2 of these drivers, uninstall both)

                                                                 Intel (R) Precise Touch Device> Uninstall device

                            Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.

4. Expand Firmware > Surface touch > Uninstall device

                           Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.

5. Expand System devices > Surface pen pairing > Uninstall device

Surface Touch Servicing ML > Uninstall device

                           Note: If prompted with a checkbox stating "Delete the driver software for this device", leave it uncheck then hit Uninstall.

6. Restart
7. After Restart, check in Settings > Devices, if the Surface Pen is still paired on the device. If it is still paired, Remove and Add the Surface Pen again.
8. Test the Surface Pen

If in case the issue persist, please contact support for the replacement of your Surface Pen since the system wont be able to accept Surface Pen serial numbers. You may contact support through our Global Customer Service phone numbers (microsoft.com) or through this page: Contact Us - Microsoft Support.

Answer 2

I am using a surface pro 7 i3 128gb.

I went through with the steps. I couldn't find surface pen settings, surface pen integration device, Surface pen pairing, or Surface touch servicing ML. But I did find surface pen BLE LC adaptation driver. I uninstalled what I could from the list and disconnected and reconnected the pen. Button on the pen works but the tip is still working. Could the missing devices be a related issue? Is there a way to add them?

Answer 3

Surface Pens do NOT need to be paired to write. Bluetooth is not involved in writing or drawing. Try it for yourself so that you understand this.

Please revise your boilerplate as this is unnecessary hoop jumping.

7. After Restart, check in Settings > Devices, if the Surface Pen is still paired on the device. If it is still paired, Remove and Add the Surface Pen again.

Answer 4

Surface Pens do not need to be paired to write and don't use Bluetooth for writing. If you can write with your finger but not the pen after performing Marrion's steps 2-6, and have replaced the tip and battery, then you definitely need an exchange.