Warranty for Microsoft Sculpt Keyboard

Question

The "H" key on my Sculpt Ergonomic keyboard, which is about 1.5 years old, just broke. I've popped it back on but it seems irreparably broken.

I've had the most frustrating experience trying to figure out how to contact support.

• I started with How to replace Microsoft software or hardware and order service packs, which told me to call (800) 360-7561
• That number told me to go to help.microsoft.com, which told me to go to Contact Microsoft support
• Which then told me that the only way I could talk to an agent was "Contact your Office 365 admin, who can talk to a support agent for you. Only admins can contact Microsoft support." Since I am a home user (I bought a keyboard...), I do not have an admin

You can't use https://account.microsoft.com/devices/ because the the Sculpt Ergonomic somewhat famously does not have a serial number.

Finally, I am aware that this is not a Surface question... but there is no other place on this forum where I can post a question about the Sculpt Ergonomic!

FYI, this is almost identical to https://answers.microsoft.com/en-us/surface/forum/all/warranty-for-microsoft-sculpt-keyboard/9d5f8563-19e0-440a-b771-8bd4b69babca , except that the phone number and link listed there are the same as the first bullet of my question.

Answer 1

Hello AndrewHMin,

Thanks for reaching Microsoft Community. We're sorry to hear that you've having some problems getting your keyboard serviced.

In this case, kindly contact our support via Contact Us Microsoft Support from (6AM-10PM PST) to seek exchange options for your keyboard and for further assistance. You can also contact them via phone, see Global Support Phone Numbers.

Otherwise, you can also schedule an appointment with our PC Accessories support team. Here's how:

• Please go to help.microsoft.com/en-us
• Under Microsoft Support, please click "Contact a Microsoft Support agent".
• Are you able to sign in to your Microsoft account? Select "Yes".
• Click "sign in" then sign in to your Microsoft Account.
• After that, you will be asked to Select your product. Click drop down and select "Microsoft Accessories" then click "Next".
• Select "Call me back" then enter your phone number.

I hope this helps.

Best wishes,

StevenK

Answer 2

We have noticed that you haven’t replied to our last response. We would like to know if you still need assistance with your concern. If yes, kindly reply back so we can further assist you.

Hope to hear from you.

Answer 3

This is what I did! I called the global support phone number and was told that for Microsoft Accessories I needed to go to help.microsoft.com which started the above infinite loop.

Answer 4

I have the exactly same problem... trapped in the infinite loop. I called 877-696-7786 and they transferred me to an appropriate dept... it's taken me ~ 1 hour. You can find the number at Contact Microsoft Store Support https://support.microsoft.com/en-au/account-billing/contact-microsoft-store-support-4f615f2a-6bbd-fd69-6695-ae213d63eef0

Answer 5

This is helpful though not exactly a solution (not that that is your fault!). Is your sense I can only call if I have an hour on my hands?

What department did they transfer you to?