They did the same to me. I waited more than an hour. No reply and they just closed my request without any help. If you don't want to help, just shut it down.
How to get help! They cancelled my service request without replying
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Angel
5
Reputation points
Unsure who to talk to or how to get help.
Is it normal to just have a service requested listed as completed (live chat request), while you are waiting for the live chat to happen, with no one having replied to you?
I have a surface laptop 7 which had an error - the app "windows diagnostic memory" does not work. Due to this, my laptop was returned to microsoft for refurbishment. Unfortunately even after this work, my refurbished laptop still had the old error - windows diagnostic memory does not work.
I have attempted to contact microsoft, but was told the same advice - just reset your laptop. I have done this multiple times to no effect.
I have tried to contact customer support and started a chat. I waited over an hour on the chat, and then my chat/service request was closed without anyone helping me.
I have emailed them asking for help and haven't heard back yet.
A bit at my wits end.
Surface | Surface Laptop | Install and update
2 answers
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Navid F 5 Reputation points2025-10-05T01:08:41.83+00:00 -
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Sander Buitenhuis 0 Reputation points2025-11-01T21:53:26.9566667+00:00 I had the exact same. Reached 2 remaining till suddenly nothing happened. This is no service at all.
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JC 6,695 Reputation points Independent Advisor2025-09-29T13:46:50.7066667+00:00 Hello,
Sorry to hear you’re having issues with getting a service done for your surface device.
I am happy to give you some tips regarding this issue.
For your first question, you can check the status of your service request by checking the devices list on the Microsoft account you linked to the device, it should show the reason why it is tagged as completed.
https://account.microsoft.com/devices
Your main concern is the windows memory diagnostic app not functioning. If you’re looking to check for errors in your device’s RAM, I tried searching for an official Microsoft download link for windows memory diagnostic, but it looks like it’s an app embedded into the windows install so I couldn’t find a separate download link for it.
Looking up related forum answers brings up memtest86, many posts recommend this as an alternative to the default diagnostic app if you want to see if there are any errors in a computer’s RAM and is recommended by many members of the forum, feel free to try it as it is free and has good reputation among the community.
Hope this helps,
JC