Microsoft Complete warranty not being applied so repair is rejected

Question

In June of 2022 I purchased a Surface Laptop Studio for my son going to college. Along with it I purchased the Microsoft Complete 4 year warranty including accident protect. The device is on his Microsoft account and the warranty date expires on 2026. Great then it should be repaired or replaced when it will no longer power on...

In December 2024 he sent it in for repair when it would no longer power on. He just received the device back in the same condition with a letter stating that the device was no longer under "standard warranty" for a list of possible reasons, none checked. The letter had vague directions to go to https://suppport.microsoft.com/contactus for both paying out of warranty or "if you purchased a Microsoft Complete plan"...

We have been trying to get to the point of informing Microsoft that the Complete plan was purchased for this device and it should be under warranty but we have not been successful with this link, or any phone number we have called. Any advice on how to contact Microsoft to fix this would be hugely appreciated!

Answer 1

Hello, Karen Wilson3.

Welcome to Microsoft Community!

If you receive a letter stating that the device is no longer covered under the Standard Warranty, it may be due to changes made to the hardware during your use. We can't go into details beyond what is expected at this time, but I can share details about the warranty program with you:

Warranty and Protection Plan Terms & Conditions - United States - Microsoft Support

Similarly, for repair services, I recommend that you contact the Surface Technical Support team directly for more details on warranty services. I can share with you the steps to create a service order to help you reach them:

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

Contact - Microsoft Support

2. Type Surface won't start, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model (Surface Laptop) you are currently using in Product family, then click Confirm:

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

I wish you all the best.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 2

Thank you Leo. There have been no changes to the hardware. I was wondering if there was an issue because I purchased through my login but the computer is on his account. I will use your instructions and hope to resolve this. I will report back, thank you.

Answer 3

Hi, Karen Wilson.

Thank you for your reply.

I am here to look forward to the results of your interaction with the technical support staff and I will be here to share appropriate suggestions with you.

Best Regards.

Leo.L - Microsoft Community Support Specialist

Answer 4

Thank you Leo. I had not replied because my so got a reply to his email and went through a process with that person. We were hopeful that this time it was sent back the correct warranty would be applied. Unfortunately we just received the device back, untouched and with the exact same letter stating it is not covered under the "Standard limited Warranty" - including the directions on what to do if you have purchased a Microsoft Complete plan... Too late for him to have it for his semester abroad, but we are trying your instructions now and i will report back with those results.

Needless to say I am extremely disappointed to have spent the money for this extra coverage and be treated as if I did not.

Moving forward with the little patience I have left.

Thank you.

Answer 5

Oh my GOD!

My situation is the same as yours - I too paid for extended complete warranty for the four years of college and now I have a warranty claim that I can't get a real person to talk to, to discuss. Microsoft has completely hidden themselves by non-intuitive website support options and all phone numbers either disconnected or after entering your serial number for, you are re-directed back to the non-intuitive website support. This is BAD...

I was literally told that my son could leave drop his laptop from his backup, while riding his bike and that the entire laptop would be replaced for free, no questions asked with the extended warranty support I paid for.

Now I have a simple warranty claim to make (luckily it still works) and I can't find ANY support and keep getting hung up on my Microsoft's support phone number (800)642-7676.