Forum Discussion
Can't get support for my Surface 3 hardware issue
I can't seem to get support for my Surface 3 laptop, which is still under warranty. There is something wrong with my charging port. I got a new charger (thought that might be the issue) but the same thing happens - light is on but laptop doesn't charge. When i fiddle with the position of the charger something it starts to charge but then stops when i let go of the charging chord. Seems like it's a hardware issue. Windows is up to date.
Here are the issues I'm experiencing when trying to get support:
- There is no Microsoft store here in London, the website listed Curry's as a support provider.
- Called Curry's - they said that information is wrong. they don't provide support for Microsoft products
- Tried to contact customer support through the chat - keeps crashing
- was able to get a customer service person to call me - got disconnected after 2 mins
- got another person to call me. after 40 minutes of waiting for them to enter a ticket, they said they had an issue and couldn't do it
- Told me to do it myself online - but I keep getting an error message showing an image of a melted popsicle and saying something went wrong try again (tried about 10 times)
- Tried to call support again today and whenever I enter my number it says there is an error (see below)
I feel like this is kind of insane. why can't i get help for my product? One thing's for sure, I will never be purchasing a Microsoft product again....
2 Replies
If this fails - I had this once with a device I bought - send them an email / message via email or twitter/X.
Hiya - just checking - this is a Surface Laptop Go 3 correct? If this device is under a year old (will be under Manufacturer warranty - Microsoft). If you took our extended warranty with Microsoft, then this will also be via Microsoft.
In my experience, the best thing(s) to do are.
1.) Check if the device will charge via USB C port - you'll need a 20W or so charger like the one that came with your phone - worth checking to see if that works.
2.) For warranty, login to your Microsoft Account. You should see your devices you have under the Devices section and it will tell you warranty information. You should then be able to log a support ticket direct.
