Surface Laptop 7 hardware failure

Question

Hello,

I bought this laptop at the beginning of the year, it works nicely most of the time. At random intervals, the laptop crashes. It has happened in 2025 on 28 February, 4 and 7 March and recently 11 April. When I open the reliability manager, it indicates that a hardware error caused the crash.

I went to the service & repair centre to return my laptop for repairs, but it says that I could get a refurbished device, possibly in another colour. I did not spend multiple thousands of euros to be given a second-hand laptop in an ugly colour.

What can I do to get the service that I paid for?

Answer 1

Dear Ken Bonny,

Thanks for using Microsoft products and posting in the community.

Based on your description of recurring hardware-related crashes on your Surface Laptop 7 (purchased new this year) and dissatisfaction with the proposed refurbished replacement, perhaps you can try your luck by contacting another repair site or connect Surface Chat support online for further help.

https://support.microsoft.com/en-us/surface/how-to-get-service-or-repair-for-surface-b06da716-0763-65b3-e2f2-116d9e30f877

Contact Microsoft Online Support for further assistance:

1. Use your personal Microsoft account (not your organization account) to access the following links: Contact - Microsoft Support
2. Type Surface , press Enter, and click "Contact Support" at the bottom.

3. Select Surface – Surface Laptop, then click Confirm.

4. You will see contact options for Chat support, please contact them during business hours.

If you are going to modify BIOS Settings, please  back up all your personal files first to ensure you do not lose data.

If you need further help locating a store or scheduling, reply here—I’m happy to assist!

Best Regards,

Huy-K | Microsoft Community Support Specialist

Answer 2

About a month after this post, the crashes stopped. I think a Windows update fixed something. Wasn’t sure if I wanted to keep the laptop, but now it's a good device.