New Surface Earbuds lasted just a few days

Anonymous
2021-12-17T01:13:16+00:00

I have brand new pair of surface earbuds that we just unboxed, but are unfortunately out of warranty. They initially paired and updated the firmware. Since then, the case does light up reflecting that it's charging, and the earbuds are dead. I've tried the reset methods in the online articles, but nothing seems to work. Any suggestions on how to fix? Thanks!

Surface | Surface Earbuds | Other

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  1. Anonymous
    2021-12-17T18:19:58+00:00

    Hi HowardGinsburg,

    Thank you for reaching Microsoft Community and I'm sorry to hear about what happened to your Surface Earbuds.

    May I know what is the LED color and behavior on the case of the earbuds? See: Use Surface Earbuds (microsoft.com) and refer under "What does the light means?".

    Just to confirm, have you tried resetting the firmware of your Surface Earbuds (not just a reset to factory settings)? If not yet, please see: Reset Surface Earbuds (microsoft.com).

    If a firmware reset was done already and still the issue persist, please contact our live support team for options available and for further assistance. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com). You may also reach them through this page: Contact Us - Microsoft Support and use the details or entries given here: I need to talk to tech support - Microsoft Community.

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  2. Anonymous
    2021-12-17T18:38:15+00:00

    Hi HowardGinsburg,

    Sorry to hear about you surface earbuds not charging. Can you try to update the surface earbuds and caseagain? You could also try factory resetting them by Plugging in the case to a PC or to a wall adapter/outlet, then hold down the pairing button for 20 seconds. WARNING: THIS WILL DEFAULT YOU EARBUDS TO THE FACTORY SETTINGS AND WILL LOSE ALL PAIRING DATA AND EVERYTHING ELSE. If all else fails, you can contact Official Microsoft Support to further fix your problems.

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  3. Anonymous
    2021-12-17T19:57:45+00:00

    I have tried resetting the earbuds to factory reset. What I have found after leaving it in the case and charging all night is as follows:

    1. No light ever comes on on in the case. However, the earbuds are getting a charge of some sort. If I tap three times on them, they do make a noise.
    2. When I try to pair to an android device, per Step 1, it does recognize the buds are removed from the case. I am never able to complete the pairing no regardless of what I do with the button.
    3. I also tried pairing to a windows laptop, and nothing ever happens.

    -Howard

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  4. Anonymous
    2021-12-17T20:09:34+00:00

    Hi HowardGinsburg,

    I am sorry these still do not work. After some further research, I have not found anyone with the same problem with the Surface Earbuds not Pairing correctly and the LED not working. Please contact Microsoft support and they will further assist you.  https://support.microsoft.com/en-us/contactus/

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  5. Anonymous
    2021-12-17T20:37:12+00:00

    Hi HowardGinsburg,

    Thank you for the response and details. I'm sorry to hear that the issue persist. For this case, I suggest contacting our live support for options available and for further assistance. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com). You may also reach them through this page: Contact Us - Microsoft Support and use the details or entries given here: I need to talk to tech support - Microsoft Community.

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