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Surface sent for warranty repairs (UPS / original packing) damaged - cannot get hold of support

Astreix 0 Reputation points
2026-02-06T19:18:19.28+00:00

Had a screen issue on my surface laptop so sent it for warranty repairs using UPS label generated when creating a service request. UPS says package is damaged in transit.

I created a request for an agent to call me back at 11 am yesterday and after a day and a half the request is still waiting to be assigned an agent. Till then system doesn't even allow me to start an online chat or put in another request for a call.

There is no information on how can I lodge a complaint - this is terrible level of customer service.

If anyone has any ideas how I can get in touch with customer support to get a resolution would be grateful.

Surface | Surface Laptop | Display and screen
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  1. S.Sengupta 29,426 Reputation points MVP Volunteer Moderator
    2026-02-07T00:41:01.0166667+00:00

    Apart from onboarding process or steps as suggested in Surface Portal you may contact here in X handle:

    @MicrosoftHelps

    You can submit a UPS damage claim directly through their website. However, because Microsoft created the UPS shipping label, they’re technically the shipper, and in most cases they’re the ones who need to file the official claim.

    That said, you can still start the process yourself by opening a claim to get a claim ID. You can then share that claim ID with Microsoft support, which often helps speed things up on their end

    UPS

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