surfacelaptop6

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.

• Surface Management Portal overview
• Check the status of a Surface repair order, cancel the order, or print a shipping label
• Repair Not Fixed: Surface Laptop 7 - Microsoft Q&A
• Laptop not serviced, missing screws and can't find a number to call Microsoft - Microsoft Q&A
• Surface Laptop 6 for Business features