This article describes how to replace Microsoft software or hardware, order service packs and product upgrades, and replace product manuals.
The Microsoft Supplemental Parts team is available to help customers in North America who need any of the following things:
| • | Replacements for Microsoft software or hardware |
| • | Service packs on CD |
| • | Product upgrades |
| • | Replacement product manuals |
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Contact information
Here is contact information for the Microsoft Supplemental Parts team:
| • | United States: (800) 360-7561, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time. |
| • | Canada: (800) 933-4750, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time. |
| • | TTY customers: Contact Microsoft at (800) 718-1599, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.
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Check the status of your order
To check the status of an order that you placed online or over the telephone, visit the following Microsoft Web site:
Replacements for damaged, defective, or lost Microsoft software or hardware
To receive help from the Microsoft Supplemental Parts team for a replacement request, you must be in possession of the product. Additionally, you must be able to provide a proof of purchase when you request a replacement. There may be replacement costs and shipping-and-handling fees. The customer service representative can inform you of any fees that will be charged. If a product is no longer under warranty, the replacement item may no longer be available.
Note Follow the instructions in the
OEM section if you have to replace Microsoft software or hardware that was distributed by the OEM or by a system builder.
Product purchases
If you want help with product purchases, visit the Microsoft Product Information Center Web site:
Orders for Microsoft product service packs
The Microsoft Supplemental Parts team can help you order product service packs on CD. See the
Contact information section at the beginning of this article for information about how to contact the Microsoft Supplemental Parts team.
Service packs that are available for download on the Internet may not be immediately available from the Supplemental Parts team. To locate and download service packs, visit the following Microsoft Web site:
Product media exchange
Help is available for customers who have to exchange Microsoft product media CDs for DVDs or DVDs for CDs. Shipping and handling fees may apply.
Replacement product manuals
Product manuals will be replaced for the original owner of the software. If you purchased resale software or if the software was given to you, you must contact a retailer to purchase a product manual.
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Replacement OEM or system builder software media
In most cases, to replace Microsoft software that was distributed with your computer by an OEM or by a system builder, contact the OEM or the system builder directly. An exception is made for operating system service pack media*, for which download and installation support is available to all users.
| • | For computer manufacturers' contact information, visit the following Microsoft Web site: |
| • | If the product was distributed by an OEM or by a system builder, the product ID will contain the letters "OEM." Visit the following Microsoft Web site, select the appropriate product family, and then follow the steps to locate the product ID: |
| • | For OEM software, the Certificate of Authenticity (COA) lists the computer manufacturer's name under the software version name. For more information about the COA, visit the following Microsoft Web site:
If you have system builder software, the COA lists "OEM Software" or "OEM Product" under the software version name. |
* Service pack media includes only the bits that are associated with the service pack itself.
Media replacement for end-users of system builders' computers
If you purchased your software from a system builder who is no longer in business, click the link for your region in the following list:
If you need media as part of the Windows Vista Downgrade Activation Program, click the link for your region in the following list:
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Issues that are handled by other Microsoft teams and how to contact those teams
License Technology Guarantee
For help, send an e-mail message to
ots@ltg.info (mailto:ots@ltg.info).
Technical support
To contact Microsoft Customer Service and Support, visit the following Microsoft Web site:
Select the name of the product to view the support options and contact information.
Replacement product key
To replace a product key, contact Microsoft Customer Service and Support. To locate the appropriate telephone number, visit the following Microsoft Web site:
International replacement requests
International replacement requests should be directed to the appropriate local subsidiary.
For more information, visit the following Web site:
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Help and Support
