Replacement Surface Pro Needed

Question

Hello,

I've been bounced around support several times. My surface started displaying lines on the bottom and right side of my screen. Now, the display will not turn on at all despite being charged. Support told me to go to business support. Business support told me to call a phone number. The phone number told me to go back to business support. I need actual support here. I cannot use my Surface Pro at all and would like to send mine back and get a replacement. Below is all of the information I told the business team. Please let me know next steps in the RMA process.

EDIT: I removed the information I sent to support - not sure if this is a post available to the public for support or something.

Answer 1

Hi Andrew Healy,

Welcome to Microsoft Q&A!

I’m really sorry you’ve been stuck in a loop, especially when your Surface Pro is unusable during all that time. Your decision to remove information is correct, as our forum is a public platform, we would modify your question to hide most information anyway. This is enough for me to understand the overall situation.

But before getting further, still, I'd like to confirm if your Surface Pro is a business device or personal (since you were directed via the business support path)? If it's the former case, then you need to check Surface service options for Business and Education instead. If it's the latter, we can try the online request:

1. Refer to How to get service or repair for Surface
2. Sign in at account.microsoft.com/devices/select-device-for-repair
   1. If your Surface Pro isn't registered yet, select Register device.
   2. If the device is already registered, choose it and click Next.
3. Follow the instructions to complete your service order.

If your device is business-owned, try that route. If you bought it through a partner or store, there's also a chance they can handle the claim for you. Let me know what you find!

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