Microsoft Surface Laptop Service

Question

Hello,

I’m reaching out in-regards for a laptop i sent in for service. The laptop was sent in for cleaning and repair, as juice had fallen on the laptop and made the Keys sticky. It was out of Warranty, so I paid for the service. I sent my laptop in on August 13th where they received it the same day. On August 15 they mentioned the order was processed and was shipped! They provided me a tracking number via UPS.

I checked the tracking information, however UPS in their website says they did not receive the item yet. Flash forward 2 weeks, the tracking information still says UPS did not receive the item yet. I’m not sure where it went wrong, But i for sure know that only the label was created.

I’ve read other topics that are similar for this year and I fear that Microsoft service centers are purposely falsifying repair orders and keeping laptops for themselves. I’ve tried reaching out to Microsoft Support but no has contacted me back, and I can’t get ahold of a live agent at all.

Answer 1

Hello, Angelo Hernandez1.

Welcome to Microsoft Community!

Having fully read what you have posted, I think the status of your order is very worrying indeed. I understand the anxiety you are feeling at this time, and not being able to retrieve your device is unsettling. But you don't have to worry about Microsoft taking your device or falsify any orders, which is a bad thing. There may be some process hindrances involved.

As Microsoft Community Support, I unfortunately don't have any authority to intervene in your order or shipment, but in order to help you get in touch with live Surface support, I'm going to provide you with the following steps for contacting the Surface support team.

You need to prepare all of your order information ready as well as the number, etc. and then refer to the steps below to communicate with them:

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

Contact - Microsoft Support

2. Type Surface, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model you are currently using in Produce 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 can get your Surface Laptop 3 back as soon as possible.

Best Regards.

Leo.L - Microsoft Community Support Specialist