Surface keyboard not working

Question

My surface pro 8 , cover type keyboard stopped working out of nowhere . At first i thought it was software issue , i tried everything , tried restarting , updating my keyboard , tired the UEFI screen and everything . then I figured out it was a hardware issue . I tried attaching my friends keyboard and found out that it was keyboard that had the fault .
I also tried requesting a support on the contact support form , i had sent a new request on 22.5.25 and they did not even contact me and they just closed the service request by 25.5.25 . I have tried sending new request too but they just say the agent is being appointed and then just directly put it issue resolved . I also have a 3 year warranty on my keyboard , but noone is responding to my service request too. I had no other option than send a question here . someone please help me .

Answer 1

Hi, I'm Arlene, an independent advisor and I'm here to help you, thank you for reaching out to Microsoft Community and sharing the steps you've already taken.

Just to better understand, could you confirm whether the warranty on your Surface keyboard was purchased through Microsoft Complete or a retailer, and do you have proof of purchase or the warranty plan ID?

According to Microsoft’s official Surface warranty and service support page, if your device is still under warranty (especially through Microsoft Complete, which typically includes accidental damage coverage for three years), you should be eligible for a replacement.

Since your service requests are being closed without resolution, I recommend trying the Microsoft Support Virtual Agent on the Surface support page:

https://support.microsoft.com/en-us/surface

Also sign in with your Microsoft account and go directly to Devices to check your registered Surface and initiate a replacement claim from there. Additionally, calling Microsoft Support directly or reaching out via the Microsoft Store where you purchased the device can sometimes escalate the issue faster when digital requests stall.

Hope it helps. Please let me know if you have further question.

Regards,

Arlene D.