My Surface Earbuds doesn't charge

Question

My Surface Earbuds doesn't charge

Anonymous

I've tried all the recommendations, reset presing 20 seconds.., try to pair with the PC, with Mac... The light is always off.

It doesn't respond. After a bit more of one year a 200€ device is out of support and it doesn't work.

I see more people are affected by this issu.

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.

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3 answers

Answer 1

Hi arandilla,

Thank you for reaching Microsoft Community. We're sorry to know what happen with your Surface Earbuds. Definitely not the situation we want you to have. Have you tried using different USB cable to charge your earbuds? Knowing that you have reset it already and still no LED coming on while the case is plugged in, this is more likely a hardware issue. We suggest you reach our live support team to check options for your Surface earbuds, you reach them following the instructions below.

Go to Contact Us - Microsoft Support and select Devices.
Choose your preferred support method.
Type in the problem you need help with.
Look at any available solutions offered and select Contact Support.

Enjoy your day and stay healthy.

Kind regards,

Lavenia

Answer 2

Thanks, I already did... Support didn't help here... as the device is one year old they say that you can't help here.

I haven't used it more than 50 hours... not working anymore.

Support didn't try to find the problem... It looks like this is a common issue, only good word to close the chat receiving a good feedback to continue the conversation by email after providing the feedback. I received an email saying that it's out of support and I should pay over 200€ for a new one.

""The case with number 1********* and the very impressive and complete set of additional information on the report presented was carefully analyzed and we regret to inform an exception cannot be provided on this particular case as this unit is way out of the period that is already designed to provide options to this device presenting this situation, we truly understand this is something you were not expecting and we know you mentioned this is not an option for you at this time to have this unit exchanged for a reduced pricing (202.25 EUR) nevertheless, I want you to know that this offer will remain to you, in case you decide to take it in the future. It will still be available indefinitely for you to take advantage of it"

Answer 3

I understand your frustration arandilla. Surface Branded accessory comes with a one-yearlimited hardware warranty and designed to last beyond its given coverage period. In rare cases which the end user is experiencing hardware issue within the time frame we will replace them for free. If your Surface accessory is no longer covered by Microsoft's Limited Warranty, you may be eligible for out-of-warranty service for a fee. I wish I can do something for you, but this is beyond of our support boundaries.