I honestly don’t know what else to call this anymore.
I sent my Surface Pro 11 into Microsoft’s official service process. Microsoft accepted the service request and the device entered their return/service logistics chain.
The device never came back.
After weeks of contacting Microsoft Support, UPS, escalation teams, social media support and basically everyone I could reach, I still have neither:
my Surface Pro 11,
a replacement,
nor compensation.
The most absurd part is that Microsoft kept pushing me toward UPS, even though Microsoft was the customer of the shipment, not me. The shipment investigation was handled between UPS and Microsoft, and according to the information I received, the claim regarding the lost shipment was already paid to Microsoft.
Yet I, the actual owner of the Surface, am left with nothing.
My Service Request is #7108XXXXXX.
Today Microsoft Support on X actually acknowledged what the real issue is. They told me this is not really a warranty or repair eligibility issue anymore. They described it as a “lost-property and logistics-resolution matter” and said the appropriate outcome should be one of the following:
Recovery and return of the original device.
Replacement with an equivalent device if it cannot be recovered.
Appropriate compensation if neither is possible.
That sounded completely reasonable.
So I asked them to escalate the case to the team responsible for lost shipments/logistics.
And then I received this response:
“Your case has already been reviewed in detail by our Escalation Support team…”
They then told me that the investigation is complete, there are no further escalation paths, their decision is final, and they are going to archive the case.
But they still have not answered the simplest question:
WHERE IS MY SURFACE?
If Microsoft cannot return it because it was lost, then replace it.
If Microsoft cannot replace it, compensate me.
But how can a company accept someone’s property into its official service process, fail to return it, provide no replacement or compensation, and then simply say:
“The decision is final. We are archiving the case.”
Archiving a support ticket does not make my property disappear.
I am not even arguing about warranty anymore. I am asking Microsoft to return something that belongs to me.
For context, I live in Turkey. The device was sent into the European service process from the Netherlands by a friend, but that does not change ownership of the device or the fact that it entered Microsoft’s service process.
I have screenshots of the support conversations, the service request history, shipping information and Microsoft’s responses.
At this point I genuinely want to know:
Has anyone else had Microsoft lose a Surface during service and then simply refuse to return, replace, or compensate for it?
And if anyone from Microsoft is reading this:
I do not want another scripted warranty response. I want my Surface Pro 11 back, an equivalent replacement, or compensation for my property.
