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Duo 2: Screen constantly shutting off whilst device open - Warrantee page broken. At my wits end.

Anonymous
2023-07-22T13:03:45+00:00

Hi,

For several months now I've been suffering my Surface Duo 2 constantly turning off one of the screens then turning it back on again, making the device almost unusable and the main camera unable to be used (the device thinks it's folded back). Have tried factory reset- no luck.

The device is in warrantee and I've been through the online warrantee replacement process - it says I'm eligible for "Advanced Exchange" where a refurbished devices could be sent out to me. However on the last step of the process, after the terms and conditions I get an error saying "something happened, wait a bit then try again. If still doesn't work, contact support".

I've tried several times over a number of weeks. Following the contact support link just throws me into a loop of online help until I end up back at the warrantee page again.

Does anyone know how I can complete the warrantee process when the page is clearly not working?

Many thanks for any support offered.

Tim

Surface | Surface Duo | Display and screen

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  1. Anonymous
    2023-07-23T14:53:45+00:00

    Hi Tim Hill2.

    Thank you very much for bringing this to our attention.
    We really sorry the inconvenience with the Website and we really appreciate your time and effort.

    Here you have our way to contact our Surface Technical Support team.

    1. Please go to: https://support.microsoft.com/contactus#!
    2. Select Devices
    3. Select "Get Home Support"
    4. Click: Don't want to use the Get Help app? Get support in your browser
    5. Type out "Surface Duo"
    6. Press get help
    7. On the bottom click "contact support" or "sign in to contact support"
    8. From the drop lists select the items that apply and then you get a list of available options to get a support agent to contact you depending on your selected issue

    Also if you want to do it in your Windows device:

    Download the Surface Application to any Windows 10/11 machine from the Microsoft Store

    1. Surface - Microsoft Store Apps
    2. Press the Text bubble with the question mark on it on the top right hand side of the application main screen
    3. Type in your issue and then scroll to the bottom and press "Sign in to contact Support"
    4. Sign in with your Microsoft Account
    5. Fill out the form to initiate a help ticket
    6. A Surface Advocate should contact you within 8 business hours to start assistance

    If you are having any issue following this steps please let me know

    I will be more than happy to help you here

    Thank you

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