Urgent – Surface Pro 11th Edition hardware issue & unresolved keyboard replacements (Business device)

Hello,

I am contacting you about a Surface Pro 11th Edition, 13" purchased for Business that appears to have a hardware issue with the keyboard connector.

Key points:

• This is a business device that has already been professionally set up, configured for my business, and all my files and applications have been migrated.
• I have two new, compatible Surface Pro keyboards and neither of them works with this Surface.
• I have followed all official Microsoft troubleshooting steps multiple times (updates, restarts, detach/reattach, etc.).
• I previously worked with support by phone; the calls were disconnected twice and my case was closed without a resolution.
• I was supposed to return one keyboard and receive a working replacement, but I did not receive a return label, and I have now received another keyboard that also does not work.
• Because multiple new keyboards fail, this appears to be a hardware problem with the Surface Pro itself, not just the keyboards.

I am still within the original return period, but returning the entire computer would mean re-paying for a full professional setup and migration, which would be costly and disruptive to my business.

I am requesting the following:

1. That this be handled as a business-critical hardware issue for a Surface Pro 11th Edition.
2. Warranty service or a replacement Surface Pro device, rather than simply shipping another keyboard.
3. Clear instructions and return labels for the keyboards that were shipped and the device, if you require it back for service or replacement.

Please advise on the fastest path to resolve this so I can finally use this Surface Pro in my business.

Thank you.