Keyboard on new Surface Pro 11 does not always pair with unit upon startup

Thread readers--see my 2/3/25 post about my experience with support, as a follow-up to what others have recently said.

To everyone discussing a new laptop.

Just some education about getting a new laptop if you live in Australia.

If you live in Australia and there is any push back regarding a new laptop, ACCC laws protect you.

Our laws state that a product must be suitable for the purpose the product is sold for. Thus, if a product is sold to you with a keyboard connection, and the trackpad is failing, consumer laws would state that this is a major fault and therefore, Australians are provided the option for a refund, repair, or replacement.

This extends beyond the arbitrary one or two-year warranty that a company gives you. This applies to however long someone would reasonably expect a product would last. So, a multi-thousand dollar laptop would be expected, if looked after well, to last for, arguably, up to four years.

I would further read the ACCC website so you have a firm understanding of these concepts if you are an Australian, and ensure you don't back down from at least a replacement.

I understand. I was simply saying I do intend to ask for a new one (NEW with problem supposedly resolved, not refurbished, where it may be not be) in exchange, even though you didn't. Will have to see what they say.

What was helpful in your post was having the information about how to replicate the problem. That way, I was able to replicate it today and I can tell them tonight that it is not fixed. Without that info, I might have opened it in a way that didn't replicate it, and then they'd say it was corrected.

I really appreciate it!

Just so you understand, I didn't say a new computer will fix the keyboard concern. Someone else said this. Also, you will need to return yours, get a refund and purchase again if you want a new computer. Otherwise, it may be a refurbished computer. That said, I don't know what you paid for your computer since there are a lot of discounts on these computers now so you may be able to get one cheaper.

This is so helpful! Microsoft is supposed to call me back today, to see if what they did last night fixed this problem (reinstalling keyboard drivers, etc.). I saw your post before I turned it on this morning, so I followed your instructions to replicate the problem, and it did. Perfect timing! I am going to ask for a new one.