Unfair Denial of Keyboard Replacement Despite Power Supply Approval - Need Clarification

Question

Dear Microsoft Support,

I am writing regarding Microsoft Support Ticket #2503060030007643, related to an out-of-warranty replacement request for a Surface keyboard and power supply.

While Microsoft has agreed to provide a paid replacement for the power supply, we were informed that the keyboard, an essential part of our workflow, is not eligible for repair or exchange as accessories are excluded. This decision has caused significant disruption in our business operations.

As a long-time Microsoft customer, we have requested Microsoft to consider possible alternatives, including:

• A discounted or refurbished replacement for the keyboard, similar to the power supply offer.
• Any loyalty or goodwill program available for long-time customers.
• Escalation to a senior manager for a thorough review of this case.

Despite multiple requests, we have been repeatedly told that no options are available for the keyboard while a power supply replacement is being offered. This discrepancy is both confusing and frustrating. Why is one accessory eligible for replacement, but not the other?

We would appreciate it if Microsoft could provide a clear explanation for this inconsistency and reconsider the situation. Our long-standing loyalty to Microsoft and the critical role these devices play in our operations should be taken into account.

We look forward to your response and hope for a fair resolution.

Best regards,
Team Just Right Inc,
Just Right Middle East FZCO