Out of the Box Damage: Windows Support online is not woring

Pimal Patel 0 Reputation points
2026-08-19T17:04:02.17+00:00

I need someone from Microsoft Order support to assist me with returning or replacing my order. My $2k+ Surface Laptop was shipped to me with a cracked screen. Getting support from Microsoft Surface support team has been painstakingly difficult.

Surface | Surface Laptop | Display and screen
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  1. Clary-N 15,730 Reputation points Microsoft External Staff Moderator
    2026-08-20T00:21:04.2966667+00:00

    Hi Pimal Patel,

    I'm sorry to hear your Surface Laptop arrived with a cracked screen.

    As community members, we don't have access to Microsoft order systems and can't arrange a replacement or return. For an out-of-box damaged device, I recommend contacting Microsoft Surface Support directly:

    1. Go to Contact Microsoft Support and sign in with your Microsoft account.
    2. Type Live Support and select Get help.
    3. Scroll down and select Contact support.
    4. Under Products and services, choose Surface.
    5. Select your Surface model and choose Confirm.
    6. Choose the support option that best fits your needs: -Chat with a support agent in your web browser -Provide your phone number and have a support agent call you -Submit a repair request

    I hope you're able to get this resolved quickly. Thank you for your understanding.

    Best regards.

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