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.

Note: see 3/20/25 update at end of this post.

William's post on 1/30/25 and Miles' on 1/31 were EXTREMELY helpful for me, arriving just a few days before my 60-day return window ended. Here's my detailed experience, which I hope is also helpful to other readers in the future.

First, a couple of notes. 1) On all support calls below, I was told this is not a known problem to Microsoft. Unless everyone here and on a similar Reddit thread is lying about their contacts with MS, it is not being entered as a known issue in their support database--everyone needs to report the issue to them. 2) For some unknown reason since I'm a home user, my keyboard serial number says it's a business product. So as tech support instructed, when I called sales (see below), that's what I said.

Now, my saga:

• Thursday, 1/3025--call to MS support via phone. Explained situation and threads saying many are experiencing and identifying triggering circumstances. Ran through usual hoops--installing computer and keyboard driver updates and whatever else was looked at via remote control. Of course, as we all know, it then worked when I tried on the call because circumstances didn't replicate the known cause. Was to call me back next day.
• Friday, 1/31/25--no callback. Got email saying to call again if problem persisted. Replied and said it did, and I needed a callback.
• Saturday, 2/1/25--no callback.
• Sunday, 2/2/25--called again, different agent. Explained, he said he couldn't resolve it, transferred me to sales to discuss replacement.
• Sunday, 2/2/25 after transfer to sales--explained entire situation, saying I wanted a replacement only if they know the problem has been resolved in the build I'd receive. Put me on hold to check and obtain approval from whomever, and after a lengthy wait the call was automatically transferred to post-call survey without agent returning to the line.
• Sunday, 2/2/25--immediately called again and received message saying no one was available.
• Monday, 2/3/25--called and again explained the whole situation. Agent thought a previous caller had the same problem, but I explained it wasn't quite the same--their keyboard wouldn't connect at all but did to a different device. Agent obtained approval to replace both computer and keyboard. I explained again I wanted them only if they were known to have this problem resolved. Agent couldn't assure that (of course, since it's "not a known problem"?) but said it would be one made in 2025, where my original was purchased 11/30/24.
• Current status: replacement Surface coming within a couple of days, keyboard on backorder for a few weeks (but agent hoped would come sooner). Charged me for new products but issued credits for the difference from original purchase, and I'll get credit for it when I return originals. Update 3/20/25: They actually charged me for the full price of the new products. Agent initiated return of originals so it would be dated within my 60-day window, but I have 30 days so will not return until both new products come.

I don't know whether the replacements will solve the problem. If not, at least I'll have newer devices, and I'll just give up and use Miles' workarounds (1/31/25 post in this thread).

Good luck to you all. And CONTACT MICROSOFT SUPPORT TO TELL THEM ABOUT THIS PROBLEM! Maybe after their agents waste enough time and good will trying fixes that don't work, they'll finally acknowledge the issue. I can dream.

Update 3/20/25: I received both my replacement products, but unfortunately the problem persisted. For now, I'm using Miles' workaround of pressing the Power button before unfolding the keyboard, and that's working fine. I had thought I would be charged the original (sale) prices for my replacement products, but instead I was charged full (non-sale) prices. That was fine because I expected an adjustment when I returned my original products and received credit for them. It didn't happen--I received only credit for the original prices. I reached out to the customer service agent who had helped me, and who had invited me to contact her directly any time I needed help, and I had another credit within hours. It was $19 less than the actual difference of $399, but I didn't quibble over that. Bottom line: even though the problem persists, I have products several months newer than the originals. And I hope Microsoft eventually solves this problem.

My external monitor, wireless keyboard and mouse work well with my three-year-old Surface Book. I purchased a new Surface Book a week ago. The same keyboard, mouse work intermittently. They drop, disconnect, etc.

Follow-up: as I posted on 2/3/25, I was to receive a new Surface Pro 11 and keyboard. The computer, manufactured in 1/25, came quickly, but the keyboard was backordered, and I have only now set them up. Within a few uses, I experienced the same problem (again intermittently)--keyboard not recognized when starting up after closing the keyboard during shutdown the night before.

Summary: problem is NOT solved as of 1/25 manufacture. The only solution I'm aware of at this point is Miles' workaround. At least I have a computer that's four months newer than my original purchase.

I urge everyone with this problem to report it to Microsoft through customer service. They need to own up to the fact that it's a real problem and fix it.

Kathy2343, thanks for your posting! I have zero confidence that Microsoft has a consistent answer about what to do with the keyboard issue. Perhaps that reflects a lack of awareness of the service or sales techs about the issue or a lack of training about how to respond to customers who are experiencing the issue. Clearly, they are STILL SHIPPING machines with this defect.

I contacted customer support on 2/13/25 to determine whether Microsoft would sell me the exact same machine that I purchased last December during Black Friday/Cyber Monday sales. The tech looked at the history of my purchase and the technical issues I had with it (see my earlier posts), and had me wait about 15 minutes while he "built" the order (I did the same thing online in about 2 minutes while I waited for him to respond!). His price was $1508.65 (the same I got when I was waiting for him), reflecting a sale going on then. I told him I thought Microsoft should sell me a new one for $1400.82, the price I paid in December. I told him the first machine was defective and that I should not be penalized in price for the defects. 2/13/25 was less than 2 weeks after the full refund was issued, and less than 1 week after the service ticket was formally closed on the December purchase, so I did not delay in getting back to them. He told me he would need to get permission from a higher authority in order to grant me a greater discount than the one on offer online on that date, and he promised he would get back to me via email with an answer. That was 11 days ago, and all I hear are crickets!

Earlier I looked for complaints on the Better Business Bureau--there are some (I did not find any about this keyboard issue, but did not look thoroughly). It appears Microsoft monitors the BBB because Microsoft reps communicated with customers on that site. I am going to lodge a complaint at BBB.