New Copilot Surface: blue screen after bluescreen! Wantvto return! Very frustrating!

Question

ediatly after receiving in the mail: blue screen after blie screen and nos lockd. Followed all the steps

Answer 1

Hello, Lisa Polloni.

Welcome to Microsoft Community!

I understand that this brand new Surface device of yours is giving you an unpleasant experience due to the blue screen.

(What I would like to confirm with you here is whether this is a latest Surface Pro 11 or Surface Laptop 7?)

This should not happen to a brand new device and any product failure should not be borne by the user.

If you wish to proceed with a refund, you can contact a sales representative directly or refer to the steps below:

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

Contact - Microsoft Support

2. Type Refunds, press Enter, and click "Product and hardware".

Scroll down the page and you will be able to get more detailed instructions.

If you wish to continue doing something with this device before you get a refund, you can refer to the guidelines in the link below to perform a recovery installation on the Surface to regain access conditions:

Creating and using a USB recovery drive for Surface - Microsoft Support

The link shows us a complete demo video and key textual guidelines:

Of course, I am always willing to support you if you would like to add further clarification to the current situation.

Best Regards.

Leo.L - Microsoft Community Support Specialist