Laptop not serviced, missing screws and can't find a number to call Microsoft

Question

Surface laptop stuck on the Windows logo and won't start properly. Wiping and reinstalling didn't help. Sent it in (within warranty) for service. It came back with no detailed explanation of what uncovered damage was found and what was done to the laptop. Now all the screws are missing. Can't find a number to call Microsoft! Super frustrated! What can I do now?

Answer 1

Hi @F

Thank you for posting your question in the Microsoft Q&A forum.  

Regarding your issue, I’m really sorry for how stressful and disappointing this experience has been. Going through a warranty service process and then being left without clear information especially when the device doesn’t appear to be returned in the condition you expected can understandably feel very frustrating.

Because this involves the outcome of a warranty repair and possible workmanship concerns (such as missing screws and a lack of repair details), this is something that needs to be reviewed directly by Microsoft Surface Support, who have access to the repair records and can escalate the case if necessary. 

I recommend contacting Microsoft Support using the link below and requesting a repair escalation so they can review what was done during the service and help resolve this properly.

Here are a few steps you can try:  

• Go to https://support.microsoft.com/en-us/home/contact  
• Type your issue in the search box.    
• Select Get help  
• Scroll down to find Contact Support  
• Choose a product or service   
• Select a product category   
• You can choose to chat with a support agent in your web browser  

Please have your serial number ready when contacting support.  

Important Note: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you. 

As a forum moderator, I’m unfortunately unable to intervene, escalate, or create repair orders. I apologize that I can’t help further from the forum side if this is a hardware issue, but contacting Microsoft Surface Support directly is the only effective next step.  

Thank you for your patience and understanding.

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