FAQs about Surface service and repair

Applies To

Surface Pro Surface Laptop Surface Go Surface Studio

How long will it take to get my Surface serviced?

It typically takes 6-8 business days to get your Surface back after you ship it to us, depending on where you live and barring any inventory or shipping delays. For Surface Studio, an agent will help you, and it may be shipped back to you faster.

How much does out-of-warranty service cost?

See How much does out-of-warranty service cost for your Surface device or accessory?

What is a "Genuine Microsoft Refurbished product"?

Genuine Microsoft Refurbished products have been inspected, tested, cleaned, and refurbished using genuine Microsoft parts. Each product goes through a rigorous quality certification process. Genuine Microsoft Refurbished products help reduce waste, which contributes toward our sustainability goals. Learn more at Microsoft’s commitment to sustainability.

The refurbished product you receive won't include accessories such as a power supply. Please don't include any accessories when sending in your non-functioning product, unless instructed to do so, as they may not be returned to you. Unless a mandatory provision of your local law provides otherwise, the Genuine Microsoft Refurbished product is warranted for 90 days or the remainder of your original warranty (or protection plan), whichever is longer.

Depending on the product and region, a Genuine Microsoft Refurbished product may not be available.

How long is out-of-warranty service available for Surface Duo and Surface Duo 2?

Microsoft offers out-of-warranty service for a minimum of 3 years after the end of production.

How long is service available for new Surface tablets and laptops?

Microsoft offers service for a minimum of 3 years after the date of sale. At first, it may be covered under your limited warranty or, if you purchased one, an optional protection plan. After that, Microsoft offers out-of-warranty service and some replacement components for a fee. Availability of replacement components and service options varies by device, by country or region, and over time.

What happens when you send your device to Microsoft for a repair service?

Here's What happens when you send your device to Microsoft for a repair service.

Why did Microsoft return my device un-serviced

No hardware issue was found: Microsoft ran a series of comprehensive and diagnostic tests and determined that no hardware faults were identified, and your device is performing as intended. >[!NOTE] > Before you send your Microsoft Device to Microsoft for Service, you are responsible to back up all existing data, back up existing files, and remove or erase all existing data and remove any accessories from the product. Learn more at How to prepare your Surface for service. > Issue not covered: Microsoft determined that the issues identified were excluded from coverage under applicable consumer protections laws, Microsoft’s Limited Hardware Warranty or Microsoft Protection Plan.  To learn more about the exclusions in the Limited Hardware Warranty or Protection Plan, please review the applicable Warranty and Protection Plan Terms & Conditions. 

Why did my internal serial number change after my Surface was serviced?

Microsoft is committed to delivering customer centric Surface repair. We perform comprehensive and diagnostic testing. If it is determined that a hardware fault covered by the limited hardware warranty is found, Microsoft will replace the necessary hardware components in your Surface device.

If the motherboard is replaced, you may see a different internal (system) serial number for your device. The internal (system) serial number is found in Settings/About and in the Surface App in Device Information. When certain components in your Surface device are replaced in the repair process, the change in the internal serial number ensures the device functions within Microsoft specifications.

The new internal (system) serial number will also be updated and reflected in your account at account.microsoft.com.

Note

Please continue to refer to the serial number etched on the external cover of your Surface device when requesting warranty service and customer support. Please refer to Find the serial number on your Microsoft or Surface device to learn more about where to locate the etched serial number.
For customers using Windows Autopilot device registration, please be aware that if the internal serial number of your device is changed, specific instructions are available to guide you through the process of registering your device on Windows Autopilot. Please refer to Windows Autopilot motherboard replacement scenario guidance.

How do I check the status of my device repair?

You can check the status of your repair by going to account.microsoft.com/devices. To learn more, see Check the status of a Surface repair order.

You should also receive status updates through the email address you provided when you created your service order. If you still have questions about the status, contact support.

Can I get service if I don’t have warranty coverage?

If the problem with your Surface is not covered by the warranty or if your warranty has expired, your Surface may be eligible for out-of-warranty service for a fee. Be aware that out-of-warranty service for your device may no longer be available in your region. To learn more, see How to get service for Surface.

What's my warranty coverage after my Surface is replaced?

We provide a post-service warranty for devices that have been serviced or replaced by our service center. The length of the warranty depends on whether the service was in-warranty or out-of-warranty:

In-warranty service: If your Surface was serviced or replaced within the original warranty period, you receive either the balance of your original hardware warranty or 90 days, whichever is longer.
Out-of-warranty service: If your Surface was serviced outside the original warranty period, your replacement or serviced device will have a 90-day hardware warranty.