surfacelaptop6

taweechai srisawat 0 Reputation points
2026-09-21T04:50:15.8233333+00:00

1789965699300

I would like you to help close this case. I have already received the Surface, but there is an issue with the item and I want to file another claim; however, since the case hasn't been closed yet, I am unable to submit a new repair request

Surface | Surface Laptop | Display and screen
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  1. S.Sengupta 32,626 Reputation points MVP Volunteer Moderator
    2026-09-21T09:39:07.2633333+00:00

    Contact Microsoft Support (Surface support chat/phone) and reference the order number directly. Tell them you've received the device back and want the order formally closed/marked complete.

    Once support confirms the old order is closed, you can submit a new repair request through the same Surface repair/service portal, or ask the support agent to open it for you in the same call so you don't hit the same block again.

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  2. AI answer

    2026-09-21T04:50:29.5166667+00:00

    This cannot be closed from the forum side. The supported next step is to contact Microsoft Surface Support and ask for a repair escalation or callback so the existing active repair order can be reviewed and closed, or a new claim can be created.

    Recommended steps:

    1. Open Microsoft support contact options.
    2. Sign in with the same Microsoft account used for the repair order.
    3. Choose Surface as the product.
    4. Choose Service and Repair or Something else.
    5. Request Chat with a support agent or a callback.
    6. Provide the active repair order number and explain that the device was already returned, but the order is still active and is blocking a new repair request.
    7. Ask the agent to review the existing case status and help submit a new repair claim if needed.

    If the device is managed by an organization, the organization’s IT helpdesk or admin should handle the support request. For Surface for Business admins, service requests can also be created and tracked in Intune > All Services > Surface Management Portal > Service orders.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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