Microsoft Support is just AI bots that repeat the same thing over and over. I want to speak to a human being regarding my faulty device case number 7105398379

Elliott Doughty 0 Reputation points
2026-08-18T11:35:56.0533333+00:00

Microsoft surface pro screen not working / only able to use computer through external monitor. AI bots from microsoft support want to send me back a refurbished device. this is completely unfair considering the age of the computer its a brand new device. I am unable to have a conversation with a team leader and or supervisor to express my concerns and feel I am not being heard / completely ignored through this system.

Surface | Surface Pro | Display and screen
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Barb Bowman 80,800 Reputation points MVP Volunteer Moderator
    2026-08-18T14:13:40.54+00:00

    You stated "this is completely unfair considering the age of the computer its a brand new device" - Microsoft offers a 60 day return - see https://www.microsoft.com/en-us/store/b/returns If you are outside the US, there may not be a return button on your order and you'd need to contact Sales Support https://support.microsoft.com/en-us/support/ (scroll down)

    If you bought from a different retailer, you would need to check their return policy. But if this is a brand new device as you state, your best option is to return for full refund and repurchase.

    No one if these forums can look up case numbers.

    Was this answer helpful?

    0 comments
  2. S.Sengupta 32,016 Reputation points MVP Volunteer Moderator
    2026-08-18T12:44:26.77+00:00

    Ask Microsoft to:

    Escalate the case to a human supervisor/manager.

    Have the case manually reviewed rather than handled solely by automated support.

    Microsoft's current support documentation confirms that service can involve repair or replacement depending on the product and region, and that newer Surface devices increasingly have repair options for components including displays.

    Post your issue tagging @MicrosoftHelps with your SR number, device model, and a short factual summary — not a rant.

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.