Find your options if your Surface device is damaged or screen is cracked
There are two ways to send it in and find out how much it’ll cost:
Go to Device service and repair 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.
- Under Select issue type, select Cracked Screen.
- Follow the on-screen directions to complete your service order.
Option 2: Get your Surface replaced at a Microsoft Store
We don't repair devices. A cracked or physically damaged Surface device can't be repaired, we'll need to replace it. If you have not backed up your data, we won't be able to save it for you.
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.
Send us your broken device and we'll send you a refurbished device.
The costs below don’t include any applicable tax. However, they do include shipping costs. 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 does not include applicable taxes with the exception of Australia. Discontinued Discontinued Discontinued Discontinued Discontinued
Product Price (AUD) Surface Book 830.00 Surface Book 2 – 13.5” 830.00 Surface Book 2 - 15” 946.00 Surface Go 363.00 Surface Laptop 2 655.00 Surface Laptop (1st Gen) 655.00 Surface Studio 2 1,310.10 Surface Studio (1st Gen) 1,310.00 Surface Pro 6 655.00 Surface Pro (5th Gen) 655.00 Surface Pro 4 655.00 Surface Pro 3 Surface 3 (LTE) Surface 3 Surface 2 Surface Pro 2
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 does not include applicable taxes with the exception of Australia.
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 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