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New Surface Pro. Battery not charging

Anonymous
2025-01-27T17:29:43+00:00

New Surface Pro. (One month old). It is connected to battery and does not charge

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2025-01-28T04:38:41+00:00

    Hello, Maty Hallcroft.

    Welcome to Microsoft Community!

    If you find that you are currently unable to charge your Surface Pro 11, you need to consider whether the problem stems from the charger or the battery.

    I recommend you try charging using USB-C and observe to confirm the issue:

    USB-C and Fast Charging for Surface - Microsoft Support

    If you find that you are able to charge your Surface Pro 11 using USB-C, this indicates that the problem stems from the power adapter and you can get in touch with your sales representative and request a replacement power adapter.

    If you are also unable to charge your Surface Pro 11 via USB-C, we have been able to determine that the problem stems from the Surface Pro 11's battery.

    I don't think the impact of such a hardware issue should be borne by the consumer, and a return or exchange is the best way to protect your rights anyway. You can take advantage of the service for sixty days.

    Of course, your device is still under warranty. If you wish to obtain hardware service, due to the current device is low on power, you can refer to the following and access the browser from another device to do so:

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

    Contact - Microsoft Support

    1. Type Surface won't start, press Enter, and click "Contact Support" at the bottom:

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    1. Select Technical Support and select the device model (Surface Pro) you are currently using in Product family, then click Confirm:

    Image

    1. You will see contact options for Chat support and Phone support, please contact them during business hours:

    Image

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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