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Shipping of repaired/replacement Surface Laptop Studio - need to change address

Flann Horgan 0 Reputation points
2025-08-13T13:03:54.9433333+00:00

My Surface Laptop Studio 1 has had its battery replaced (or the unit replaced) recently and MS is attempting to ship it back to my address while I'm overseas for the next 2 weeks). I've tried to contact UPS to get them to hold it in a local UPS centre or to deliver to a different address. UPS says that these options are blocked by MS and I need to contact MS to request the same. And there is absolutely no way to contact Microsoft online or by phone.

Otherwise, the unit will be sent back by UPS to Poland which is a waste of time/cost.

Can someone from Microsoft please advise how I do this?

I just need to speak with a human or get through to a human on the chat service (if I can find one)

Thanks

Surface | Surface Studio | Power and battery
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  1. Rez 12,075 Reputation points Independent Advisor
    2025-08-13T15:24:58.2233333+00:00

    Hi Flann, 

    Thanks for reaching out to the Community. Restrictions on delivery changes can only be lifted by Microsoft. Here’s what you can do to get this resolved.  

    1.) Contact Microsoft Support directly.   

    To chat    

    https://support.microsoft.com/en-us/contactus  

    Or speak with a human  

    https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2  

    Sign in with the Microsoft account associated with your Surface repair. Select Surface as the product. Then choose Service and repair or Shipping issues. You’ll be shown self-help options first, but scroll down and look for “Contact Support” or “Chat with a support agent”.  

    2.) Make sure to have your repair order number or service request ID ready. This helps them locate your case and make the needed changes to the shipping instructions.  

    3.) I suggest if you can have someone receive the delivery on your behalf. You may have to contact UPS Customer Service as well if they can help out as well.  

    I hope this helps you. Let me know by just replying to this thread.  

    All the best,  

    Res 

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