Warranty return - the replacement device is already setup for a business user

Question

I bought a Surface Laptop Go 3 for my son. On turning it on, it had a dead pixel, so he organised a warranty return/repair. When it came back, it was a replacement device that was setup for a previous business user and I can't get past the login screen. It won't even allow me to reset the device with a USB drive.

When he tries to organise another warranty claim, it won't allow him to select "Device", only "Accessory".

How can I get it sent back and replaced with a reset device?

Answer 1

Hi nutts99, 

Welcome to Microsoft Community.

It sounds like you received a replacement device that wasn't properly reset before being sent to you.

Since the warranty claim portal isn’t allowing you to select "Device," you’ll need to contact Microsoft Support directly. Explain the situation clearly: The replacement device you received is still configured for a previous business user. You need a properly reset or new replacement device. You can reach Microsoft Support via: Contact Us - Microsoft Support

I hope this helps. If there is anything not clear, please do not hesitate to let me know.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist

Answer 2

I eventually went through a full reset guided by Jhon (MS support). It kept coming back to the same business login screen even after a full reset.

Eventually I sent it back under warranty (this was a replacement device) and received it back yesterday (finally). Unfortunately, it's in exactly the same state as when I sent it.

I've now arranged to send it again. But I have zero confidence that it will come back fixed.