Rerun a Surface Pro 11 and a dropped Customer Service call

Hello Kevin Cahill,

I can understand your frustration, having tried to return your Surface but seen no option to do so. Since you've already tried the normal route, only to have the support call disconnected, here are some suggestions from me:

1. Continue to try getting in contact with them again. If the number for your region is not working, try Customer Services.
2. In some locations, you can also contact Sales and Customer Support via an online chat session:
   1. Supported areas: Australia / Pacific / United States
   2. Go to Microsoft Store > select the chat pop-up in the lower right corner.
3. (Possible workaround) Request contact with the Sales/Order Support team via Microsoft Support:
   • Visit Contact Us - Microsoft Support > Sign in 
   • Type in your problem > click Get Help to make request 
   • Scroll to the bottom and click Contact Support to connect to agent.
   • Continue to the chat > explain your issue and ask to be connected to the Sales team.
   Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

I wish I can help more directly, but payment-related issues often involve personal information, while this is just a user-to-user support forum. Contributors, moderators, and Microsoft external staff here, cannot access order records, create return requests, or reconnect a previously dropped support call.

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