Microsoft Support has closed my Service Request as "Issue Resolved" Without Resolving the case

Question

I Have a device that is under warranty with a battery issue. I have been contacting Microsoft for Months. Each time a case is opened they ask me for information and indicate they will get back to me. After a day or 2 of no response I see the case as closed and issue resolved. I am getting extremely frustrated as it feels Microsoft is just avoiding honoring my warranty. There is no number I can call to follow-up and when I follow-up by emails I get no response unless I open a new case and the same thing happens every time.

Answer 1

Hello Deana-Lee,

Welcome to Microsoft Community.

I completely understand your frustration and anger at this moment. When your device experiences a battery issue while still under warranty, and you’ve already spent months trying to contact the support team, only to see your service requests repeatedly closed and marked as “resolved” without any actual resolution, it is understandably disappointing and disheartening. Feeling that Microsoft is avoiding its warranty responsibilities is a valid and reasonable reaction.

I’m also truly sorry for the difficulties you’ve faced in trying to follow up through calls and emails. This kind of communication breakdown understandably leaves users feeling helpless. I’m confident this is not the experience Microsoft wants to provide.

While I wish I could offer a direct explanation, as a community support agent, I do not have access to internal systems that allow me to review your specific support case history — this goes beyond what I’m able to do here.

From what you’ve described, this may be due to internal process issues — for example, support cases may auto-close after a certain period of inactivity or under specific conditions. Regardless of the reason, this has caused you significant inconvenience and has failed to address your warranty concern, for which I sincerely apologize.

Although I wish I could resolve this for you myself, as you noted, this is very likely a hardware issue and online support has limited ability to assist directly. To help you break this cycle and finally receive the warranty service you’re entitled to, I strongly recommend the following structured and effective steps — I understand you’re frustrated, but this is currently the only path available to address this kind of issue:

Contact Microsoft Support:

Explain your case exactly as you’ve described it here, and clearly request a callback from the Surface Support team. Use the following link:

Contact Us - Microsoft Support

Steps:

1. Choose a product (e.g., Surface).
2. Follow the prompts to select “Chat” support.
3. Sign in with your Microsoft account.
4. Scroll to the bottom of the page and click “Contact Support.”
5. For product/service, select “Windows” > “Manage account security.”
6. Explain your case in full and firmly request escalation or a callback.

How to get service or repair for a Surface device:

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

We offer several service and support options to help you:

• Start a replacement process online
• Request in-person support
• Perform self-repair (if applicable)

Surface is now supported on Microsoft Q&A | Microsoft Learn.

Starting from June 27, 2025 , new questions must be posted there. Existing discussions will remain accessible on Microsoft Answers until [June 29, 2025]. 

Customers will be redirected to Q&A starting [June 30, 2025]. 

🔗 https://learn.microsoft.com/answers/questions/

Best wishes,

Ami | Microsoft Community Support Specialist