Right Surface Earbud Not Working

Thanks for reaching Microsoft Community, BrandonGruver. We're sorry to learn about this issue on your earbuds.

Since resetting your earbuds to factory default settings did not work, then it's more likely a hardware failure already. You may want to consider having it replaced. For further assistance, kindly contact our support via Contact Us Microsoft Support to seek exchange options for your earbuds. You can also contact them via phone, see Global Support Phone Numbers.

Hope this helps. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.

I just had the same thing happen the other day when I took it out of the case after charging it. The right Surface earbud has mysteriously stopped playing music or podcast or any sounds. The earbud is still connected. The gestures still work. When I take it out of my ear, it will turn off the music in the other ear.

I tried removing and readding it to my phone (Samsung). No luck.

I tried resetting to factory settings. No luck.

I tried reconnecting them to my laptop (Surface). No luck.

Tried reinstalling the Surface audio apps. No luck.

Tried cleaning them. No luck.

Tried meditating. No luck.

Am out of option. Am really worried to be out $200! If so, not going to trust my Microsoft device purchases.

Hello Kelbyn,

In that case, it's more likely a hardware problem already. Please contact our support mentioned on my initial reply. Check the exchange options for your earbuds or have it replaced immediately.

Kind regards,

StevenK

Hi

I am now experiencing the same issue and have tried nearly all the ways you mentioned!!

The only difference is that: it happened to me on the day 1 when I unpacked it from the box!!!

Unfortunately it was already 3 months after i have purchased it (yes, it was purchased together with Surface and i have other earplugs, so i didn't bother to unpack and use it right away).

And it seems i cannot request a new one, as there is no such button like "return or request a new one" on my overview when i log in to my Microsoft account....

i tried to contact Microsoft through phone calls, but it never worked.

This is such an unpleasant and frustrating experience!! i cannot even use it for one full day and it's broken!!!

If anyone knows how to contact Microsoft or has any advice about what i should do, please please let me know!

: ( .....

and by the way: i have called the Netherlands support hotline like 100 times, and every time, they need to redirect me +5 times to the right contact, and there was once, after redirecting for many times, the person just who seems to be the final right contact just hang up the moment when he picked up the phone, and i couldnt even hear what he said....

so so so so so frustrating. i used to think Microsoft is a good customer-focused company. But it seems it is not the truth.

Jing

Hi

how can i find the replace or exchange option (without fees)? on which page? or through which phone?

thanks

J