Surface pro fan problem

Question

I have a surface pro 9 that I really regret buying. After a few days of getting it the fan started to run on max speed and making a lot of noise. In the beginning it didn't happen frequently but with time it has started to make more and more noise. It is running and making noise constantly, regardless if the cpu, gpu or ram usage is low. It even runs when the computer is sleeping. I can't use it because the noise is giving me a headache and I can't bring it anywhere because then I disturb the people around me. I have read countless community posts, forums and support articles for this issue and none of them work.

The surface app doesn't help either, I keep getting the following message and I'm then redirected for the community support.

This service is currently unavailable. Please visit this link to contact Microsoft Support.

When I call microsoft support I am only met with a stupid bot that asks me to use the stupid app.

My surface pro isn't working as it should and I need help with either fixing the issue or to return my products and get a refund.

Answer 1

Hello Ribhu,

Welcome to Microsoft Community.

If you've only had this device for a few days, then obviously I can understand that you're not happy with the Surface Pro 9, so my most direct advice is to try to get a refund.

• If the device is from the official Microsoft Store, then you can get a refund through the following process: Returning items you bought from Microsoft for exchange or refund - Microsoft Support
• If the device comes from an authorized distributor of a third party, then contact the seller directly.

However, if the seller refuses to refund the device, considering that the problem is related to the fan hardware in the device, I recommend that you take the device to an engineer from Surface's technical support team for inspection. But let me first guide you to the correct way to contact Surface real-time support on the web side:

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

Contact - Microsoft Support

2. Type Surface Pro 9 fan is noisy, 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:

Be sure to follow the screenshot to select, otherwise you may be redirected to the community.

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

The whole process is from my personal testing. If you select the Chat support option, you will see the real-time one-to-one chat box with the Surface in your browser; Select the Phone support option, and you'll see a prompt to leave a phone number, and the Surface support team will assign an engineer to contact you one-on-one.

I wish you all the best. 

Best Regards,

Mitchell | Microsoft Community Support Specialist