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Concern Regarding Warranty Compliance and Service Support for Surface Laptop in India

Sethrichem Sangtam 0 Reputation points
2026-04-19T18:25:50.4933333+00:00

I purchased a Microsoft Surface laptop in September 2025. Within months, it began intermittently requesting a BIOS password that I never set, indicating a potential hardware or firmware defect.

During the warranty period, I sought support but was informed that there are no authorized Microsoft service centers in India. Consequently, I was directed to a third-party service provider and advised to replace the motherboard at a cost of ₹48,000.

This raises serious concerns regarding warranty compliance, consumer rights, and after-sales support. Selling premium devices without an accessible authorized service network appears misleading and contrary to fair trade practices.

I request clarification on Microsoft’s service infrastructure in India, warranty obligations, and accountability mechanisms. I also urge wider public disclosure to ensure customers are fully informed before purchasing such products.

I have attached the bill and the screen shot of the device.

sick_surface laptop.pdfSethrichem Sangtam

Moderator: Moved from System Center Service Manager

Surface | Surface Laptop | Install and update
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  1. S.Sengupta 30,501 Reputation points MVP Volunteer Moderator
    2026-04-20T00:51:46.4566667+00:00

    Thank you for sharing your concern. An unexpected BIOS password prompt on a Microsoft Surface Laptop—when not set by the user—may indicate a firmware or hardware issue and should be evaluated under warranty.

    1]Go to support.microsoft.com, log in with a Microsoft account, register your device with serial number 0F36BKC25333HH, and raise a hardware warranty claim. They are obligated to arrange pickup/repair/replacement.

    2]Under the Consumer Protection Act, the seller is equally liable. Write formally to Reliance Retail's customer service at ****@ril.com citing your Tax Invoice number (88442460005109202) and demanding warranty resolution.

    3]Complaint here:

    https://consumerhelpline.gov.in/public/

    If steps 1–3 fail within 30 days, file before the District Consumer Disputes Redressal Commission. For a claim of ₹92,990 + ₹48,000 demanded = ~₹1.41 lakh, this falls under the District Commission's jurisdiction. You can claim the full purchase price + mental agony damages + litigation cost.

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