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Surface service and repair options

  • Article
  • Applies to:
    Windows 10, Windows 11

Most newer Surface devices are designed to facilitate the repair or replacement of primary components like the solid-state drive (SSD), keyboard, or display. With the purchase of a new commercial Surface for Business device, you can maximize your investment with service and repair1 options.

If your Surface stops working, there are several options to service, repair, or replace components on your device.

Every commercial device comes with a minimum 1-year Microsoft Limited Hardware warranty. For added peace of mind, Microsoft Protection Plans2 offer extended coverage and services that help you with every stage of support you might need for your Surface devices, from deployment to replacement.

If you need to service a device covered by Microsoft's Limited Hardware Warranty3 or a Microsoft Protection Plan, we recommend commercial customers open service requests via a self-serve portal. Or if you want to service devices yourself with self-serve replacement components, see Customer self-serve repair.

Note

Self-serve replacement components are currently only available for purchase separately, independent of the warranty status of your device. Replacement components may be refurbished

Surface Support Portal

Microsoft 365 Business customers can use the Surface Support Portal to handle service requests for Surface devices.

  1. Sign in to the Microsoft Surface support - Microsoft 365 admin center.
  2. Select Create service request. For eligible devices and regional availability, see Microsoft in-region repair.
  3. For full details, review Surface Support Portal overview.

Tip

If you need to repair a personal (non-commercial) device, sign into your account at account.microsoft.com/devices, choose the device that needs service, and then select Start order.

Surface Management Portal

Commercial customers managing tenants via Microsoft Intune can use the Surface Management Portal to handle service requests for Surface devices.

  1. Sign in to the Microsoft Intune admin center and go to All services > Surface Management Portal.

  2. Select Create service request. For eligible devices and regional availability, see Microsoft in-region repair.

  3. For full details, review Surface Management Portal overview.

For devices that are no longer covered by Microsoft’s Limited Warranty3 or Protection Plan, Microsoft offers several options for service or repair.

  • Customer Self Repair. Self-repair1 devices using replacement components available for purchase from Authorized Device Resellers. For instructions on how to submit a parts request, see Customer self-serve repair. Your product might also be eligible for out-of-warranty service for a fee.4
  • Microsoft in-region repair. Submit a repair request via the Surface Management Portal or Surface Support Portal, as described on this page. For eligible devices and regional availability, see Microsoft in-region repair.
  • Authorized Service Providers. Send devices to an Authorized Service Provider (ASP) who performs repairs on Microsoft's behalf. To learn more, see Surface repair by Microsoft Authorized Service Providers.
  • Battery replacement service. Paid battery replacement service offers are available for: Surface Duo, Surface Laptop 3 (15” & 13.5”), Surface Laptop 4 (15” & 13.5”), Surface Pro 7, Surface Pro 7+, Surface Pro X, Surface Pro 8, Surface Go 2, Surface Go 3, Surface Laptop Go, Surface Book 3, Surface Laptop Studio, Surface Duo 2, and Surface Laptop Go 2. The battery replacement service offers are available worldwide, except China, India, and MEA. To find battery replacement service costs for your Surface device or accessory, see How much does out-of-warranty service cost for your Surface device or accessory?.

Learn more

References

  1. Customer self-repair is only available for Microsoft devices with removable components according to the product’s technical specifications. Microsoft recommends that self-repair be performed by individuals with the technical knowledge, experience, and tools required, following the applicable Surface Service Guide or article. Opening or repairing your device can present various risks, such as electric shock, device damage, fire and personal injury risks, and other hazards. Use caution if undertaking do-it-yourself repairs. Further, any resulting damage caused won't be covered under Microsoft’s Limited Hardware Warranty or purchased protection plan.
  2. Extra extended coverage for mechanical breakdown and accidental damage from handling is available through the purchase of a Microsoft Protection Plan. If the plan provides mechanical breakdown coverage, coverage begins upon expiration of the manufacturer’s original warranty and continues for the remainder of the term shown on the customer's Proof of Purchase. Accidental damage from handling begins immediately upon purchase. Restrictions apply, for all Microsoft Protection Plans, reference the terms and conditions for the applicable limitations of liability and exclusions.
  3. Microsoft’s Limited Warranty is in addition to any right you may have under consumer or other laws applicable to you.
  4. Availability of out-of-warranty offers vary by product and country/region and are subject to change. For more information, see How much does out-of-warranty service cost for your Surface device or accessory?.