Surface Pro 8 Power Supply

Question

Hello,

This is the second Surface I have had. The last one went through 4 power supplies before I purchased this Surface Pro 8.

I have had this Surface since April of 2022. I really like the Surface line. However, this power supply has now been intermittently failing since November of 2022. At some point I was told I could get a new power supply. It started to work again after some updates, and I thought the problem was fixed. Now it does not charge the Surface at all. The supply works from the wall to the brick (I tested by charging my phone from the USB port). The Surface charges from my car charger, so, it is not that.

I went through the troubleshoot and help screens doing all the tests and procedures. What came back was I could send it in or take it to Best Buy. It even linked me to Best Buy to schedule a service appointment. I did so and went today. Best Buy told me that "accessories are not covered under my warranty even if purchased with the unit. I was also told it would cost me $50.00 just for them to look at it and then I would need to purchase a new power supply for around $100.00.

So, how do I get back to the opportunity to have Microsoft replace the power supply, is Best Buy correct that the power supply (that came with the unit) not covered under the 1-year warranty, and lastly, should I really have been charged for the diagnostic (if I had done it) when it was the Microsoft help directed me there?

I only have this unit to work from home and from work on my workplace when not at my desk. I give a lot of presentations around our work area to volunteers and staff. I requested my employer purchase this device and as it was out of our budget, I have paid for it out of each paycheck.

I could really use some help here. I can't keep going to my car to charge the device. $100.00 for a new charger won't kill me but I am by no means wealthy. If itis covered under warranty and I don't have to purchase a new one, please let me know.

Thank you,

Rebecca

Answer 1

Hi Rebecca S.,

Thank you for reaching Microsoft Community. We're sorry for the inconvenience this has caused you.

Your Surface or Surface-branded accessory comes with: A one-year limited hardware warranty. The power supply that came with your Surface is still covered by warranty if your Surface device is still under warranty. Although we would like to assist you with the replacement, the procedure is outside the scope of what we can do locally. Our live support team is best suited to handle the replacement process. So, to check option for your power supply, we advise to contact them following the instructions below.

1. Open the Surface App and select Help & support > Get help.
2. Type in the problem you need help with.
3. Look at any available solutions offered and select Contact Support.

Or via web:

1. Go to Contact Us - Microsoft Support and select Devices.
2. Choose your preferred support method.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

Wishing you all the best and stay safe!

Kind regards,

Lavenia

Answer 2

Oh, thank you so much!

I will do so this afternoon after work.

Cheers,

Rebecca