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.

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.

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!