Article ID: 326246 - Last Review: September 10, 2011 - Revision: 18.0

How to replace Microsoft software or hardware, order service packs, and replace product manuals

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INTRODUCTION

This article describes how to easily order service packs on CD, replace Microsoft software or hardware, and replace product manuals.

If you are in North America, the Microsoft Supplemental Parts team can help you obtain any of the following:
  • Service packs on CD

    Note Service packs that are available for download on the Internet might not be immediately available on CD. To locate service packs, visit the following Microsoft Web site:
    http://support.microsoft.com/default.aspx?scid=fh;en-us;sp (http://support.microsoft.com/default.aspx?scid=fh;en-us;sp)
    Select the appropriate product for more information about the availability of service packs for that product.
  • Replacements for Microsoft software or hardware
  • Product media exchanges (CDs for DVDs or DVDs for CDs)
  • Replacement media for product manuals
Note See the "More Information" section for information about how to make international replacement requests.
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MORE INFORMATION

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Contact information

In the United States and Canada, you can reach the Microsoft Supplemental Parts team at the contact numbers that are listed here:
  • 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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Service packs on CD

To order service packs on CD, contact the Microsoft Supplemental Parts team at the appropriate contact number that is provided in the "Contact Information" section.
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Replacements for damaged, defective, or lost Microsoft software or hardware

To request replacement hardware or software, contact the Microsoft Supplemental Parts team at the appropriate contact number that is provided in the "Contact Information" section. You must be in possession of the product (if it is damaged or defective) and be able to provide proof of purchase. The customer service representative will advise you of any replacement costs or shipping and handling fees that may be charged. If a product is no longer under warranty, the replacement item may no longer be available.
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Replacement OEM or system builder software media

In most cases, you should contact the OEM (original equipment manufacturer) or the system builder directly to replace Microsoft software that was distributed with your computer. However, an exception is made for operating system service pack media*, for which you can contact us directly.
  • For computer manufacturer contact information, visit the following Microsoft Web site:
    http://support.microsoft.com/default.aspx?pr=oemphone (http://support.microsoft.com/default.aspx?pr=oemphone)
  • 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:
    http://support.microsoft.com/default.aspx?pr=notsureoem (http://support.microsoft.com/default.aspx?pr=notsureoem)
  • 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:
    http://www.microsoft.com/resources/howtotell/ww/faq.mspx#1 (http://www.microsoft.com/resources/howtotell/ww/faq.mspx#1)
    If you have system builder software, the COA lists "OEM Software" or "OEM Product" under the software version name.
*Note Service pack media includes only what is associated with the service pack itself.
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Media replacement for 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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Product media exchanges

To exchange Microsoft media CDs for DVDs or DVDs for CDs, contact the Microsoft Supplemental Parts team at the appropriate contact number that is provided in the "Contact Information" section. Shipping and handling fees may apply.
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Replacement product manuals

Paper replacements of product manuals are no longer available.  Digital media replacement for certain manuals may be available for specific products. Most user guides, or help and how-to info, are available online by searching support.microsoft.com (http://www.microsoft.com/) for the product itself.
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The Windows Vista 64-bit DVD

Retail boxes for versions of Windows Vista other than Windows Vista Ultimate come only with a 32-bit DVD. For information about how to obtain a 64-bit DVD, visit the following Windows Vista Alternate Media Web site:
http://www.microsoft.com/windowsvista/1033/ordermedia/default.mspx (http://www.microsoft.com/windowsvista/1033/ordermedia/default.mspx)
If Windows Vista was preinstalled on your computer, contact your computer's manufacturer about whether a 64-bit version of Windows Vista is available for your system.
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Other information

International replacement requests

International replacement requests should be directed to the appropriate local subsidiary. For more information, visit the following Web site:
http://support.microsoft.com/common/international.aspx (http://support.microsoft.com/common/international.aspx)

Replacement product key

To replace a product key, locate the appropriate telephone number by visiting the following Microsoft Web site:
http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS (http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS)

License Technology Guarantee Upgrade

For help, send an e-mail message to ots@ltg.info (mailto::ots@ltg.info) .

Product purchases

If you want help with product purchases, visit the Microsoft (MS) Store Web site:
http://store.microsoft.com (http://store.microsoft.com)

To 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:
https://admin.innotrac.com/Microsoft/ics/ (https://admin.innotrac.com/Microsoft/ics/)
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APPLIES TO
  • Customer Service and Support Information
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