In-store cracked screen or physical damage replacement services are only available in countries where Microsoft Stores are located.
This article is for cracked or damaged screens. If your screen is flickering, see Surface Pro 4 screen flickers or is scrambled. If your Surface touchscreen is having problems, see What to try if your Surface touchscreen doesn't work.
Find your options if your Surface device is out of warranty, damaged, or has a cracked screen
There are two ways to send it in and find out how much it’ll cost:
Surface devices shipped in for service can't be repaired and must be replaced. We highly recommend that you back up your data if you can do so. We won't be able to recover it for you. Some models, such as the Surface Laptop 3 and Surface Pro X, may be able to be repaired by a Microsoft Store.
Go to Device service and replacement to start the process.
- Sign in with your Microsoft account.
- Register the device you want to have serviced. If it's already registered, select the device.
- Under Send us your device for service, select Start a Service Order.
- Under Pick a category, the Hardware and drivers option is selected by default. This is the option that you want, so don't change it.
- Select an issue type.
- Follow the on-screen directions to complete your service order.
Option 2: Get your Surface repaired at a Microsoft Store
Microsoft Stores offer services like cracked screen and physical damage replacements for Surface Laptop 3 and Surface Pro X.
If you’re able to turn on your Surface; be sure to save any important files and info from your Surface to another computer, drive, or cloud storage service like OneDrive. For more info, see How to prepare your Surface for service.
How much will this cost?
Without Microsoft Complete: If your device doesn't have Microsoft Complete or Microsoft Complete has expired, see the chart below to determine the cost to replace your device.
With Microsoft Complete: For a Surface that is still within the covered warranty period, you can use one of your accidental damage claims to replace your Surface for a deductible fee (see table below). Microsoft Complete is not available in all regions.
- To be able to use one of your accidental damage claims, you must select Cracked Screen under Select issue type when you create your claim (see Option 1 above).
- You must have at least one accidental damage claim available to use.
What is the warranty on my replacement Surface after service is complete?
The post-service warranty is 90 days or the remainder of the warranty, whichever is greater. If your device was outside of the Limited Warranty, you'll get a 90 day service warranty.
Send us your broken device and we'll send you a refurbished device.
The costs below are inclusive of shipping costs and applicable taxes unless otherwise noted. Replacement devices are non-refundable.
If your Surface is no longer covered by your Standard Limited Warranty or Microsoft Complete Extended Service Plan, you may be eligible for out-of-warranty service for a fee. The chart below outlines the out-of-warranty service fee by device type. Out of warranty pricing includes applicable taxes with the exception of Canada, India, and United States. Discontinued Discontinued Discontinued Discontinued Discontinued Discontinued Discontinued
Product Price (AUD) Surface Headphones 284.90 Surface Book 953.70 Surface Book 2 – 13.5” 953.70 Surface Book 2 - 15” 1,032.90 Surface Go 396.00 Surface Laptop 3 - 13.5” 794.20 Surface Laptop 3 - 15” 874.50 Surface Laptop 2 716.10 Surface Laptop (1st Gen) 716.10 Surface Studio 2 1,431.10 Surface Studio (1st Gen) 1,431.10 Surface Pro X 794.20 Surface Pro 7 716.10 Surface Pro 6 716.10 Surface Pro (5th Gen) 716.10 Surface Pro 4 953.70 Surface Pro 3 Surface 3 (LTE) Surface 3 Surface 2 Surface Pro 2 Surface Pro 1 Surface RT
If your Surface is no longer covered by your Standard Limited Warranty or Microsoft Complete Extended Service Plan, you may be eligible for out-of-warranty service for a fee. The chart below outlines the out-of-warranty service fee by device type.
Out of warranty pricing includes applicable taxes with the exception of Canada, India, and United States.
The following table shows the deductible costs for accidental damage claims for customers who have Microsoft Complete.
Country Currency Cost Australia AUD 54 Austria EUR 49 Belgium EUR 49 Canada CAD 49 China CNY 329 Denmark DKK 460 France EUR 49 Germany EUR 49 Ireland EUR 49 Italy EUR 49 Japan JPY 5400 Netherlands EUR 49 New Zealand NZD 59 Norway NOK 399 Poland PLN 179 Portugal EUR 49 Spain EUR 49 Switzerland EUR 49 US USD 49