We’re recalling and replacing the Microsoft AC power cord for the original Surface Pro, Surface Pro 2, and certain Surface Pro 3 devices. We have details for you about what devices are included in the recall and, if your Surface Pro power cord is eligible, how to order a free replacement.
Parts eligible for replacement
This recall applies to AC power cords for these devices sold before March 15, 2015:
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Original Surface Pro
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Surface Pro 2
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Surface Pro 3
Here's the power cord we're replacing
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AC power cord We’re replacing the removable cord that connects the power supply to an electrical outlet.
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Power supply for comparison The power supply unit is not included in the recall and replacement offer.
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Order a replacement power cord
If your Surface Pro power cord is affected by the recall, the fastest way to get a replacement is to order online. Go to AC Power Cord, sign in with your Microsoft account, and then follow the steps to complete the process.
Note: If you have any issues while ordering online, give us a call.
Surface for Business
Surface for Business customers who are placing bulk orders should contact us. There will be no charges for replacement AC cords for your eligible Surface devices.
Important:
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Microsoft will provide one AC power cord replacement free of charge for each of your eligible Surface Pro devices. No proof of damage is required to receive a replacement AC power cord.
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If you have more than one Surface Pro device, we need a replacement order for each one.
Frequently asked questions
Original Surface Pro and Pro 2 customers All original Surface Pro and Surface Pro 2 customers qualify to order one free replacement AC power cord (the cord that you plug into an electrical outlet) for each eligible Surface you own, without proof of damage. The AC power cord can be unplugged from the power supply.
Surface Pro 3 customers Only customers with Surface Pro 3 devices purchased before March 15, 2015 qualify. Newer Surface Pro 3 devices already have the new-style AC power cord. If you have an old-style AC power cord, you can order one free replacement AC power cord, for each eligible Surface Pro 3 you own, without proof of damage.
Check to see whether you already have a new-style AC power cord (the cord you plug into an electrical outlet). If you already have a new-style AC power cord as shown below, you do not need a replacement, and no further action is needed.
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Old-style power cord We're recalling this cord. |
New-style power cord We're sending this replacement cord. |
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Damage might occur over time if AC power cords are, for example, sharply and repeatedly bent or tightly wrapped. Damage also includes cracking, fraying, or bulging. Damaged power cords can overheat, creating a potential fire or shock hazard.
Even if you don’t see damage to your AC power cord, Microsoft is asking all original Surface Pro, Surface Pro 2 customers, and pre-March 15, 2015, Surface Pro 3 customers to order a free replacement AC power cord.
For info on how to prevent damage to your Surface power cords, see Clean and care for your Surface.
If you have concerns about your AC power cord, contact us.
No. To receive a replacement AC power cord, you’ll need to request a replacement below.
Your replacement AC power cord will arrive within approximately 7 to 10 business days. As soon as we receive your request, we’ll send you an email message with order status and tracking information.
If you have an original Surface Pro or Surface Pro 2, or a pre-March 15, 2015 Surface Pro 3, we advise you to cease using your AC cord while you wait for a replacement.
Microsoft will provide, without proof of damage, one AC power cord free of charge for each eligible Surface Pro model that you own.
If you have an original Surface Pro or Surface Pro 2, or a pre-March 15, 2015 Surface Pro 3, you should stop using your AC power cord. When you request a new-style AC power cord, you aren’t required to send in your old power cord to receive a replacement. Go ahead and discard or recycle your old-style AC power cord according to local requirements.
No. The recall is for AC power cords only.
The free replacement AC cords we are providing are designed to current industry standards and use industry standard materials. They also contain strain-relief improvements in the AC cord’s attachment to the plug ends that should further reduce the likelihood of damage when the cords are repeatedly wrapped too tightly, twisted, or pulled. For info on how to care for your Surface Pro power cord, see Clean and care for your Surface.
We’re always looking to improve the design of our products. For example, Surface Pro 3 devices sold after March 15, 2015, already have the new-style AC power cord.
No. This recall doesn’t affect your warranty. However, power cords that are bent sharply or wrapped tightly might become damaged. Damaged power cords have the potential to overheat, posing a potential fire or shock hazard.
No. Replacement of the AC power cord doesn’t change the status of your Microsoft Complete Accident Protection.
