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Surface Book 2 charger sparks and smoke, tech support abandoned me

Anonymous
2020-06-20T15:57:01+00:00

Hi community,

One day when I connected my charger to my Surface Book 2, it produced sparks, smoke, and burning smells. Immediately removing the charger, it was clear that the charging port was fried.

I got in touch with tech support. Chat based support was not helpful. Phone based tech support was helpful, promised to take care of the issue saying 'don't worry. It's not your fault. We take these issues seriously'. But when that was escalated to global email support, the email based agent asked some questions but then stopped responding to my messages when I tried to provide more information. I've emailed a few times over the course of a week and a half (even just to ask if the messages are getting through), and I haven't heard anything back.

I have a case number, but can't get in touch with the agent handling my case. We're in the middle of a pandemic, I do all my work on the Surface Book 2, and I can't afford to go another week with this unresolved.

Is there another way to get in touch with the support team about my case if my emails are being ignored?

Surface | Surface Book | Power and battery

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  5. Anonymous
    2020-07-02T03:38:47+00:00

    Hi Zed___,

    Thank you for reaching out Microsoft Community. We're sorry for the delayed response.

    I actually sent you a private message the 22nd of June, 2020 asking for the service request and your best callback number (those are personal information not to be cascaded publicly) so I can forward your case and your information to our Rapid Response Team since this concern of yours is best handled by our RRT Team but I wasn't able to get any response from you. 

    If you are still in need of our Rapid Response Team's assistance, you can contact our**Microsoft Surface Support** so they can review the case and  if there's a need for your concern to be re-escalated, they'll surely re-escalate it for you.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if there's anything else that needs to be addressed.

    Kind Regards,

    Crest_Z

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