Customer Support did not return my accessories

Question

Customer Support did not return my accessories

Phil Jackson 0

Someone needs to help me, and I am very overly frustrated with Microsoft support. I have been calling and I keep getting disconnected, and now they won't allow me to put in phone calls for support anymore no matter what number I try. I bought a Surface Pro with the keyboard and pen, and the device did not work. My boss sent everything into Microsoft to get serviced. They returned the Surface but did not return anty of the accessories with it, and I have been trying to get replacement accessories shipped back. This is very unprofessional that support is this bad. HOW CAN I GET SOME HELP HERE??? THIS IS ABSOLUTELY RIDICULOUS!!!

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2 answers

Your answer

Answer 1

Go to Contact Microsoft Support and sign in with your Microsoft account

Type "Customer Support" and select Get help

Scroll down and choose Contact support

Under Products and services, select Surface

Under Category, choose your Surface model, then select Confirm

Pick your preferred option:

Chat with a support agent

Visit:

https://vsa.services.microsoft.com/en-us/v1.0/

Select: If you’d like to speak to a human agent, let me know at any time.

Send a direct message to @MicrosoftHelps. Their social support team is surprisingly responsive and can open tickets on your behalf. Briefly describe: device returned without Type Cover and Pen after service.

Answer 2

Accessories such as the Surface Type Cover and Surface Pen are normally not returned when a device is sent in unless Microsoft specifically instructs that they be included. The guidance is to remove accessories before shipping, because they may not be sent back.

To get help in this situation, the supported paths are:

Check the original service order
- Go to account.microsoft.com/devices and sign in.
- Open the service order for the Surface Pro and review any notes about what was expected to be shipped and what would be returned.
Contact Microsoft Support again
- Use the Get Help app on Windows if phone callbacks are blocked:
  - Open the Get Help app.
  - Type the issue (for example, “Surface service accessories not returned”).
  - Choose Contact support, then select the appropriate product and follow the prompts to reach an agent or request a callback.
- If the Get Help app is missing, install it from Microsoft Store as indicated in the context.
Use official support contact channels
- For speaking with a person, use the customer service phone numbers listed in the Microsoft support article referenced in the context, or use the “Call me back” option in Get Help, which other customers have used successfully for billing and service disputes.
Escalate through warranty/service channels
- From Hardware protection, warranty, and repair, follow Get service from Microsoft → Start a service order for a personal device to ensure the Surface Pro and its accessories are correctly registered and associated with the service history.
- If the device is covered by Microsoft Complete or another protection plan, follow the process in Microsoft Complete for Surface: Accident Protection Claims Process and contact the Answer Desk for additional support.

Because accessories are generally not returned if sent in unintentionally, resolution will depend on what the service order notes show and what Support can authorize. Keeping all communication through the documented support channels (Get Help, Device Support, and the official customer service numbers) is required for any replacement or credit.

References: