Microsoft Complete Global support

Question

Hi! I have a Surface Go that was gifted to me, and I was told that if the device was purchased in the US and I need to send it for repair or replacement, it must be sent back to US. I currently live on a different country than US, so I was wondering

Why is that Microsoft Complete does not have total support around the world?

I mean, even though if it was bought in US and I live in a different country that also sell Surface devices on its Microsoft Store Online, I still need to send it to US?

Answers will be really appreciated. Thank you in advance!

PD: I don't have any issue with my device right now, it is actually working really good. But I'm asking just in case, since I'd rather to have Surface support than give it to a different technician.

Answer 1

Hi FatimaContreras,

Thank you for reaching out Microsoft Community. 

Well, Microsoft Surface Support handles all of your concerns even if your device will be out of warranty. We normally provide troubleshooting or fixes either over the phone or from all of our online links available just to fix any software related issues that you might experience on the Surface device. In the event that you'll need a replacement, you'll have to return the unit as to where it was purchased (the country of origin) simply because, not all Surface devices are being launched in all those countries who sell Surfaces, some of the countries who sell Microsoft products doesn't have a physical MS store and few are just being sold by 3rd party retailers. Aside from that, Microsoft abides replacement policies based on Consumer Law, say for example," In US, gadgets purchased by customers have 1 year manufacturer warranty while in other countries, it  has 2 years manufacturer warranty".

If this answers your question, please let our Community know by marking this post as an answer. Otherwise don't hesitate to respond to this thread for further assistance.

Regards,

Crest_Z

Answer 2

Hi Crest_Z!

Thank you so much for taking your time to answer :D

And your are correct, I was doing some research and I see that even though many countries in the world sell Surface devices in their online stores, only 3 countries have Microsoft Store locations, which are Australia, US (and PR) and Canada.

Thank you so much for the fast reply! And keep it up.