The Surface Pro 9 is performing poorly and experiencing multiple hardware issues, including keyboard malfunction, no speaker output, and screen flickering.

SooLing Lim 0 Reputation points
2026-08-17T06:09:34.5133333+00:00

I am trying to contact Microsoft Customer Support but am unable to proceed as I cannot provide the required service key.

The Surface Pro 9 (Model 2038) is a business-use device and is currently experiencing the following issues:

  1. Some keys on the keyboard are not functioning.
  2. The speaker is not working.
  3. The screen is flickering.

Device Serial Number: [Moderator note: PII removed]

This is an urgent issue as the device is required for business operations. Kindly assist us with the next steps for technical support or repair as soon as possible.

Thanks.

Surface | Surface Pro | Display and screen
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  1. Lychee-Ng 27,100 Reputation points Microsoft External Staff Moderator
    2026-08-17T10:57:40.92+00:00

    Hi SooLing Lim,

    Please note that our forum is a public platform, and we will modify your question to hide personal information in the description. Kindly ensure that you hide such details the next time you post to protect personal data.

    I can understand how urgent this is, especially since multiple hardware functions are affected and this is a device you rely on for business operations. Before getting further, I'd like to make sure we are on the same page first: You mentioned this is a "business-use device," so is this your personal laptop used for work, or owned/managed by your company?

    The reason I ask is that business devices may be registered under a commercial tenant, support contract, or organization-managed account. In that case, your IT department, procurement team, or Microsoft's commercial support team likely need to involve. You might not be able to proceed with the service yourself.

    For a personal/consumer Surface, support and repair are typically handled through the Microsoft account that owns the device, and the consumer support channels: Surface service and repair options - Surface | Microsoft Learn. But either way, consider contacting Microsoft Support directly:

    1. Visit Contact Us - Microsoft Support > Sign in  
    2. Type in your problem > click Get Help to make request  
    3. Scroll down and click Contact Support to connect to an agent 
    4. Select category and continue > you should be added to a chat queue. 
    5. If you don't see chat option, go through another category and request escalate.

    Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

    Since several hardware components appear to be affected simultaneously, I suspect this may ultimately require a hardware inspection or repair/replace rather than software troubleshooting alone. Please let us know if this is an organization-registered Surface!

    If you think the answer is helpful to you, please mark this as accepted. If you have extra questions about this answer, feel free to click "Add Comment" and ask!

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