Microsoft surface book 2 trackpad and keyboard not working randomly

Question

I have the Surface Book 2 with processor i5-8350U and windows 11 pro bought from BestBuy and have had no issues. My girlfriend bought the Surface Book 2 almost 6 months after me and received one with processor i5-7300u and windows 10 pro bought from Microsoft. Both laptops were bought in 2019 and the issues with her computer started probably around beginning of 2022. While using her computer her trackpad will freeze randomly on any platforms no matter what she's doing and at this time her keyboard usually doesn't work either. We live near a BestBuy, so took it to Geek Squad and they checked all software maintenance/updates. They were unable to replicate the issue so they couldn't fix it. They did a complete restart on it as well, but nothing has fixed this issue. She utilizes her computer a lot as she's doing online school and needs her computer to function properly. We're leaning towards it must be a hardware issue, but we do not have a Microsoft store near us. Looking for any ideas and suggestions in order to get this problem resolved in a timely manner. Thank you in advance for any suggestions given.

Answer 1

The product group for Surface hardware actively monitors questions over at
https://answers.microsoft.com/en-us/surface/forum
https://techcommunity.microsoft.com/t5/surface-devices/ct-p/SurfaceDevices

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