When will Microsoft be able to repair a cracked screen for a surface pro

Question

I've had a cracked screen on my Surface Pro since beginning of Feb. When I contact support online or by phone they cannot start the process as they 'cannot find the payment account' on my account even though I have 2 credit cards associated to my account.

When I try to start a repair the only option I have is to repair an accessary with its the screen that is the issue.

I've rang up so many times and each time they said it would be escalated and somebody will ring me. I have the Microsoft complete plan.

This has been going for so long. When will Microsoft fix this?

Answer 1

Hello alan,

Welcome to Microsoft Community.

To avoid any confusion, let me state that we are community support and not part of Microsoft's Surface Support team. So it's not really clear how the Surface support engineers are handling this issue.

In general, if we notice in the community that the user's Surface has obvious hardware failure, such as battery swelling, screen cracking, then we will directly advise the user to contact the Surface technical support team to deal with the hardware failure problem, because usually the Surface needs to be sent to the Surface technical support team. It shall be inspected or repaired by an engineer.

As for why they claim "no payment account can be found on your account", we are sorry we can't give any explanation, perhaps there was some error in the support process?

I understand your frustration with the efficiency of the Surface support team, but even if you posted a thread here, they wouldn't notice because the Surface support team isn't in the community. So I still recommend that you check back with the Surface support team, even if you're tired of it, it's the only way to fix your Surface.

If you were previously connected by phone, let me share with you a new process through which you can connect one-on-one with real-time support from the Surface technical support team. Explain to them the dilemma you are facing and ask them to solve the problem as soon as possible: 

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

Contact - Microsoft Support

2. Type Surface Pro 11 screen cracked and needs repair, 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:

If you already have a repair order number, you can provide it to them here and save yourself the trouble of repeating instructions. I hope everything goes well with you.

Best Regards,

Mitchell | Microsoft Community Support Specialist