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

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.

FWIW, they gave me the same price on my replacement that I had received on the original one around that same time as you.

Update 3/20/25: After receiving the credit for my original products, once I had returned them, I didn't get the expected credit for the difference between my original purchase and the replacement. I emailed the customer service agent who had helped me and who had invited me to contact her any time, and I had another credit within just a few hours. If you get a replacement with the understanding it will be at original price, you may need to press to be sure it happens.

Thanks for that. Was it on sale at the time?

I just filed a formal complaint with the Better Business Bureau.

Same issue as everyone else. I did try the BT Pro Flex Keyboard which seemed to connect without issue - however it would stay connected when I was flying and had the keyboard behind the screen which was unacceptable.

I have to detach and reattach my keyboard on almost every start up for it to be recognized.

See Miles' post on 1/31 for workarounds.