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Hi,
I bought a used Surface Book 2 15 on my local Craigslist. I'm unable to install the Surface Diagnostic Toolkit or the latest firmware as it says it's not a Surface device. I also can't register it the serial number can't be found. Is this a prototype device? Is this a normal SKU (OEMSHP SKU DV1 i7)? It doesn't have the "Prototype Not For Resale" etched on it like other devices seem to have.
- tom
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
I went to my local Microsoft Store. After about a month of waiting and escalating, they told me they can't work on it since it's a serial number not for retail, prototype or something.
Has anyone else ran across one of these machines? Has anyone from Microsoft contacted you about swapping it out? I even offered to pay the out of warranty replacement fee, but the Microsoft Store said they needed a valid serial number to do that.
Sounds like you got a silly response. The new Surface Book I bought in November has the serial number on the bottom edge of the clipboard. The number on the base doesn't work for registration.
You really should go to a store.
I opened an SR with Microsoft Support and they closed my case and said this:
"According to my investigation, it lloks like you were sold a cloned Surface Book. In other words, its not an original Microsoft Surface Book. Our products don't have the serial number printed on the screen frame. Its printed on the back of each of device."
Which is weird, considering their site says:
"The serial number for your Surface Book is on the bottom edge of the Clipboard where it attaches to the keyboard."
https://support.microsoft.com/en-us/help/4036293/surface-find-the-serial-number-on-surface
So they basically closed my case for ticket metrics. Sometimes I wish they'd just say they don't want to deal with an issue instead of closing it for a nonsense reason.
The store would seem to be your best bet.
The answers here from Microsoft employees are dictated by corporate policy and the Microsoft downloads won't work if they if they don't like the look of your OS.
