Trying to register a surface pro 9 for service.

Question

Good day,

I am trying to register one of our company's surface pro 9's for a service as it currently is not booting and all boot recovery options are not working.

The website is saying I need to register the device to my Microsoft account however when clicking the link it provides and signing in, it goes to my devices and shows only what I have logged into and no option to register a device. I cannot log into the device as it does not boot.

I cannot find any other way to register a repair other then having already registering the device before hand.

I cannot find any hotline or phone number that can provide support either as all go to a robot on the other side of the call who just tells me to go to the website and do the same thing as tried before.

The device is still in warranty.

Kind Regards

Keiran

Answer 1

Hi Keiran Hinson

We appreciate your active participation in the Microsoft Community. I apologize for the inconvenience you’re experiencing with your Surface Pro 9. Let’s get this sorted out! To register your device for service, follow these steps:

1. Proof of Purchase:
   • Ensure you have the proof of purchase for your Surface Pro 9. This is essential for warranty claims.
2. Online Registration:
   • Visit the Microsoft account devices page and sign in with your Microsoft account.
   • If you don’t see your device listed, click “Don’t see your device?” and enter the serial number of your Surface Pro 9 to register it.
   • Once registered, you’ll be able to view warranty coverage details and create or track service orders.
3. Alternative Option:
   • If you’re unable to access the website due to the device not booting, consider reaching out to Live Microsoft Support via chat, phone or email. They can assist you in registering the device and initiating a repair request.

Note: Just to set you an expectation. Processing replacement orders, checking the status of orders, and escalating cases are beyond our scope of support here in the community. We do not have the necessary tools to create or check orders. Only our live support team can assist you with this concern and help you the repair or replacement right away.

To contact the live support team.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community 

You can also click this link for the phone number. Global Customer Service phone numbers - Microsoft Support

Thank you for your understanding and hopefully it helps.

Kind regards,

Christopher.

Answer 2

Good day and thanks for getting back to me.

My account is a business account and there is no “Don’t see your device?” option on that page.

The live support chat does not point me to any ware useful.

Is this something that needs doing in the 365 admin centre?

Kind Regards

Keiran

Answer 3

Hi Keiran Hinson

Thank you for your response. I’m sorry for any confusion we may have caused. To contact the business team please follow the steps below.

1. Go to this link: https://serviceshub.microsoft.com/home.
2. signing your account then click on request support.
3. Next select the Product and specify the issue.
4. Select type of support, your time zone and preferred contact method.
5. Describe your issue as detailed as possible.
6. If applicable share picture, videos, or files to provide you with the most appropriate support.
7. Provide your contact information.
8. Verify the details of the new Microsoft support request.
9. Then click on Submit and a Microsoft support Enterprise support agent will be getting in contact with you as soon as possible.

Another option is to click this link Contact Surface Support for Business and Education customers - Surface | Microsoft Learn

Thanks again for choosing Microsoft. Hope this helps!

Kind regards

Christopher.

Answer 4

Hello Keiran Hinson

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com) Thank you for understanding.

 Regards,

Christopher