I am currently experiencing severe issues with MS support

Question

I am currently experiencing severe issues with MS support

DebbieF 0

Good morning,

I'm writing in reference to my Surface Pro 11th edition purchased on 30 Oct 2024 and under warranty until 30 Oct 2026. Noticed a split in the casing of my adapter cable (which connects with Thunderbolt 4 dock for business) and first wrote to Support on 10 August 2026 for fear that it could be a fire hazard. No answer. Tried several ways to contact support, with two tangible results: 1) on 15 August from a Support Representative ("K") with whom I had 'correspondence' (there don't ever seem to be real answers to my questions, just canned responses?) by email and who supposedly opened a support request ([...]213) ; and 2) on 19 August a web chat with Support Representative ("J") who kindly answered the questions I'd asked "K" who had no answers forthcoming. "J" followed up our chat with an email in which there was another service request number listed ([...]880). My context: I reported the split in the cable casing because I have to take my device with me on a work trip abroad. I was told by "J" to pack the adapter + dock + cables and send it to the facility on the pre-printed label that "K" had sent by email. I immediately went to UPS and sent it off. Receipt by the facility confirmed by UPS. I then waited, since the understanding was that my adapter + dock + cables would be received and my replacement for the adapter+cable sent out to me. On 22 August I receive an email from "K" "informing" me that the order was canceled and that they "apologize for any inconvenience this may have caused". They also ask me to confirm whether or not I "would like to discontinue the exchange process" so that they "can proceed with closing the case". Now--at this point, I have no adapter, no dock, no cables, and a Surface Pro device I cannot charge and use for my conference + research trip abroad. I proceed to emergency plan B: to try and procure a laptop that can be borrowed for this trip. Meanwhile--I write to "J" and to "K" in case they've mixed up service request numbers for me. "K" responds "We do not have access to information regarding other advocates. Please rest assured that we have already informed our support team about this matter." (By the way, what are "advocates" in Microsoft speak?!). No word from "J", but two days later "K" writes "We are glad to inform you that we have created a new repair order for your device. Our lead support team has informed us that the service center has already received the device, as it has been shipped and its receipt was confirmed by you. Kindly allow 7 to 15 business days for the delivery of your replacement device." Fine. I assume that this is the case. This morning (26 August) I log on to find an email from "K" sent last night, which says "We noticed that the new repair order has been canceled again. We are currently confirming the cause of this issue. The matter has already been escalated for further investigation." No word from "J" since the day of the chat. I am days from leaving on my trip. Nothing has been settled in a clear way with my adapter + dock + cables. Frankly speaking, I no longer believe a word that is coming out of MS Support. I can't even imagine how users trying for support when they aren't under warranty must feel. I'm still under warranty! Am I dealing with automated agents? real people? I don't know! My faith had been briefly restored during my web chat with Support representative "J", but this same person is not responding via email. Does anybody have any idea of what is going on? I don't know what to think anymore! Thank you for listening. Debbie

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Answer 1

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Answer 2

Thank you Mohammad very sincerely for your reply. It is appreciated. Very early this morning an email was sent to me from "K" saying "We are already coordinating this issue with our Lead Support team. Once we receive their response, we will create another repair request. Our Lead Support team needs to determine what or who is canceling all the repair requests we have created. You may notice that we have created two repair requests, but both were canceled. We are currently investigating the reason for these cancellations." In essence, it seems like they are doing what you are recommending. I've been in touch with Surface Support from the start, and they (should) have everything you mention. I could respond to this morning's email to me for what you say: to ask for the written confirmation and to not close either case until solved. Thank you for this advice. My university purchases computers for administrative office staff, and professors purchase their own and have work apps and access for teaching and research configured through our work email addresses and MFA systems; those areas are supported by our IT, but our IT doesn't deal with the hardware. I've now ordered a compatible USB-C power delivery charger to hopefully arrive and get me through the trip for the apps and access mentioned earlier. My Surface Pro doesn't have USB ports, except for the 'c' one that I used for charging. The thunderbolt 4 dock was really helpful. No worries that I will reuse the damaged cable. The charger, dock, and all the cables were sent by UPS and I no longer have any of these. Thank you so much again.

Answer 3

Mohammad Wasi Haider 165

Hi Debbie,

I am sorry you have been left without essential equipment after following Microsoft’s instructions. “Advocate” simply means the support representative assigned to the case; this forum cannot access or escalate service orders internally.

Please contact Surface Support and request a supervisor escalation for “received equipment with repeatedly cancelled repair orders.” Provide both case numbers, the UPS delivery confirmation, serial numbers and a complete list of everything returned. Ask for written confirmation that the service centre has located each item, and do not agree to close either case until replacement tracking is issued.

If this is a Surface for Business purchase, your organisation should instead use the Surface Support Portal. For your trip, a compatible USB-C Power Delivery charger may temporarily charge the Surface, but do not reuse the damaged cable.

Thank you, and feel free to respond back for more assistance.

DebbieF 0 Reputation points

2026-08-27T14:09:41.8866667+00:00

Thank you Mohammad very sincerely for your reply. It is appreciated. Very early this morning an email was sent to me from "K" saying "We are already coordinating this issue with our Lead Support team. Once we receive their response, we will create another repair request. Our Lead Support team needs to determine what or who is canceling all the repair requests we have created. You may notice that we have created two repair requests, but both were canceled. We are currently investigating the reason for these cancellations." In essence, it seems like they are doing what you are recommending. I've been in touch with Surface Support from the start, and they (should) have everything you mention. I could respond to this morning's email to me for what you say: to ask for the written confirmation and to not close either case until solved. Thank you for this advice. My university purchases computers for administrative office staff, and professors purchase their own and have work apps and access for teaching and research configured through our work email addresses and MFA systems; those areas are supported by our IT, but our IT doesn't deal with the hardware. I've now ordered a compatible USB-C power delivery charger to hopefully arrive and get me through the trip for the apps and access mentioned earlier. My Surface Pro doesn't have USB ports, except for the 'c' one that I used for charging. The thunderbolt 4 dock was really helpful. No worries that I will reuse the damaged cable. The charger, dock, and all the cables were sent by UPS and I no longer have any of these. Thank you so much again.