TICKET xxxxxxxxx INQUIIRY

Question

I have tried the chat and tried to call for an answer to my question with no success-

My Surface Pro would turn on, but the screen is totally back. I was provided Ticket #xxxxxxxxxxxand I was advised my model reached " it's end of life" last year.

My insurance company is stating due to the Microsoft diagnosis, of "end of life" is synonymous with to age, just everyday wear & tear

I know it's pretty much black and white but need to confirm their definition is equivalent to your diagnosis.

***Edited post to remove PII***

Answer 1

Hi Ticket Inquiry,

Thank you for reaching Microsoft Community.

End of life for Surface Pro 4, basically means that these devices are already discontinued by Microsoft and support for these devices has ended already. Even the paid out-of-warranty replacement option is not available anymore. With that, for hardware issues like what we have here where the Surface is not turning on anymore, we won't be able to provide a replacement anymore for the device.

Here are some articles and pages you can check for more details on this:

Surface driver and firmware lifecycle for Windows-based devices - Surface | Microsoft Learn

End-of-life management and recycling | Microsoft Legal

Here is info to help troubleshoot the issue:

Surface won’t turn on or start

Kind regards,

Marrion