That being said, 39 minutes later, an agent kindly replied with a link, adding “You can use your Surface pen to open Snip & Sketch as well as customize your pen shortcuts.” The answer to my question is simple: double-tap the top of the Surface Pen. I asked, “Is there a way to take a screenshot with my Surface Pen?” after explaining that I had just purchased a Surface Pro X. I reached out to Microsoft’s Surface Facebook page and I sent them a message at 12:21 PM on a Wednesday. It would behoove Microsoft to change its social media tech-support strategy it’s too impersonal, cold and detached. The Redmond-based tech giant’s primary method of handling social media tech support seems to be, “Eh, just throw links at ‘em.” Unless the customer is asking for a full-length guide, I don’t see why Microsoft agents can’t simply reply with a straightforward answer sans the links.
Microsoft offers tech support via three social media channels: Twitter, Facebook and Reddit. Social media support: Microsoft Surface Pro X I was livid and I couldn’t believe he had the audacity to pull such a stunt! The infuriating call lasted 4 minutes and 43 seconds. Instead, the rude phone agent hung up on me. Maybe - just maybe - the phone agent would get some guidance about my question from a more senior staff member. I was flabbergasted by the agent’s response, but I had a glimmer of hope that he could have a moment of redemption when told me that he would put me on hold to get more information concerning my question. Save for the Surface Duo, Microsoft hasn’t launched a phone in years. The agent told me that in order to do that, I would need to be in possession of a Microsoft phone. I asked, “How do I connect my phone to my Microsoft Surface Pro X?” He then replied, “How do you want to connect it?” I told him that I’d like to be able to receive and send text messages on the device, which is possible via the Your Phone app. After I pressed a few numbers at the request of the automated assistant, I was connected to a phone agent almost immediately. on a Wednesday, I dialed Microsoft’s customer service line. My second phone call to Microsoft, however, left me with steam coming out of my ears. The call lasted 16 minutes and 8 seconds.
She then advised me that if I ever need more information about my device (the serial number of my Pro X Surface Pen, for example), I could just navigate to the Surface app via the Windows search bar. After I thanked her for helping me, the phone agent created a case number for the call should I ever need to reference it at a later date.
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