Surface Laptop, 7th Edition - Laptop freezes and now won't charge

Question

I've had issues with my laptop freezing since I purchased it - I was emailing with support a few months ago (Service Request #: [Moderator Note: Personal Info Removed]); they told me to let them know what was happening - I've emailed them 4 times with no response...
Prior post: https://learn.microsoft.com/en-us/answers/questions/5726716/brand-new-surface-7th-edition-keeps-freezing

Now, my laptop won't charge with the cord that came with it (that plugs into the Surface Connect port). It does thankfully charge via USB-C port, but not consistently. It's less than a year old, and I'm pretty frustrated. I've talked to others who have the same type of laptop and have not experienced these types of issues.

Answer 1

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Hi Kerry,

I'm sorry to hear that you're still experiencing issues with your Surface Laptop, especially after dealing with the freezing problem since shortly after purchase and not receiving a response to your recent emails.

I reviewed your previous thread and can see that you've already worked through the recommended troubleshooting steps for the freezing issue. Since the device is now also experiencing charging problems with the Surface Connect charger, while USB-C charging only works intermittently, this may indicate an underlying hardware issue rather than a software-related one.

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not able to directly intervene with Microsoft product features, warranty processes, repairs, or access back-end systems and customer records. Our role is limited to providing technical guidance based on the information shared in the thread.

Given the troubleshooting you've already completed and the additional charging symptoms, I recommend contacting Surface Live Support for further advice. They have access to additional diagnostic tools and can review available warranty, repair or replacement options for your device.

To contact a live Surface support agent:

1. Go to Contact Microsoft Support and sign in with your Microsoft account.
2. Type Phone Support and select Get help.
3. Scroll down and choose Contact support.
4. Under Products and services, select Surface.
5. Choose your Surface model and select Confirm.
6. Select the support option that best fits your needs:

• Chat with a support agent in your web browser
• Request a call from a support agent
• Submit a repair request
• Find a nearby service center

At this point, I believe the Surface Support team is in the best position to investigate the hardware-related concerns and advise on the appropriate next steps.

I hope you're able to get this resolved as quickly as possible.

Thank you for your understanding.

Best regards.