Repair Request for Surface Laptop 4 Charging Issue

Midori Watanabe 0 Reputation points
2026-04-22T05:18:17.3+00:00

Hello,

I would like to request a repair for my Microsoft Surface Laptop 4.

I previously had the battery replaced at a Microsoft-authorized repair center. However, since the repair, I have been experiencing an issue with charging.

When I connect the charger, the light on the connector turns on and off intermittently, and the device does not charge consistently. Sometimes it only charges when I hold the connector at a certain angle.

I have confirmed that the charger works properly on another Surface device, so I believe the issue is with the laptop.

Since this problem started after the battery replacement, I would like to have the device inspected and repaired by Microsoft.

Please let me know the next steps.

Thank you.

Surface | Surface Laptop | Power and battery
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  1. Vikki-T 7,390 Reputation points Microsoft External Staff Moderator
    2026-04-22T13:09:48.37+00:00

    Hi Midori Watanabe, 

    I understand how inconvenient it is when charging keeps cutting in and out. 

    As a first step, please run the Surface Diagnostic Toolkit on the laptop. It guides you through checks (including power supply and battery) and can recommend fixes based on what it finds.  

    • Select Start and search for Surface Diagnostic Toolkit, then open it.  
    • Follow the on-screen prompts to complete the diagnostics.  
    • If it’s not installed, you can download it from the Microsoft Store here: Surface Diagnostic Toolkit.  

    Since this started right after the battery replacement, it would be a good idea to return to the same Microsoft-authorized repair center that performed the service. They can re-check anything related to the recent repair. 

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. 

    For your reference Using the Surface Diagnostic Toolkit

    Wishing you a quick resolution and hoping your Surface is charging normally again very soon. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. AI answer

    2026-04-22T05:18:32.3433333+00:00

    To have the Surface Laptop 4 inspected and repaired, submit a service order to Microsoft and, if needed, replace the power supply.

    1. Start an online repair request:
      • Go to Microsoft account | Devices and sign in.
      • Select the Surface Laptop 4 that needs service. If it is not listed, select Register device and add it.
      • Select Next and follow the instructions to complete a service order for the charging/battery issue.
    2. If the device still will not charge reliably after basic troubleshooting, Microsoft recommends sending the device for service:
      • Review options under How to get service or repair for Surface, including shipping the device to Microsoft or using an in-person service center where available.
      • In some regions, service centers can perform hardware inspection, troubleshooting, and, if necessary, facilitate repair or replacement.
    3. If Microsoft determines the issue is with the power supply rather than the device, and previous steps do not resolve it, replace the power supply:
      • Sign in to Microsoft account | Select device for service, choose the device, and follow the prompts to request a replacement power supply if eligible.
      • If out of warranty, a new genuine Microsoft or Microsoft-licensed power supply can be purchased from the Microsoft Store or other listed retailers.

    These steps will create an official repair request so Microsoft can inspect and repair the Surface Laptop 4 following the prior battery replacement.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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