SURFACE PRO

Question

Hi-

My surface pro was purchased almost 1 year ago. It is stuck on the windows logo screen and will not go past it. I have tried to troubleshoot to no avail. I also emailed Amazon business for a replacement. It has been more than 6 months so there is nothing they can do. They suggested I reach out to Microsoft. Please advise. Thank you,

Amazon business item number: *********

Answer 1

Hi Danielle!

Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

I understand you're having issues with your Surface device. Happy to help and provide more options here.

Most common reason for this issue can be caused by a corrupted or outdated operating system. I would highly suggest performing a recovery image reset already, This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset. Before you begin, you must have at least an empty 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image. 

To proceed, please follow the detailed instructions in Creating and using a USB recovery drive for Surface - Microsoft Support.

If that doesn't resolve the issue, then it would be best to contact our live Microsoft support team for further assistance. They have the right tools and resources to further diagnose the issue and suggest best next step to get this resolved. Below are the steps on how to contact them:

1. Go to Contact Us- Contact Us - Microsoft Support.
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

Please let us know with how it goes. We look forward to hearing from you.

Regards,

RodelioP.

Answer 2

Thank you for your response. I am not having any luck. Is it possible this could still be under the manufactuing warranty?

Answer 3

Hi Danielle!

Thanks for getting back to us and apologies for the delayed response as I have been out of office.

With your query, Microsoft Surface products has a 1yr manufacturer warranty on all devices, please check your date of purchase if it has not past 1yr yet then this device can still be within the warranty period. Alternatively, you can also contact our live support team for further assistance on checking the warranty period of your device as they have the right tools and resources to check on it. Just get your serial number ready and provide it to them.

Thanks again for choosing Microsoft. Hope this helps!

Regards,

RodelioP.

Answer 4

It was purchased October 19, 2022. When I began inquiring it would have still been within the warranty period. Please tell me how I can access the live chat or if you can take care of this for me if given the serial number. Thanks!

Answer 5

Hi Danielle!

Thanks for getting back to us and apologies for the delayed response as I have been out of office.

With your query, please refer through the steps above on how to contact live support. They can assist you further with processing a repair order.

Regards,

RodelioP.