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When should I get my Microsoft Surface Pro back from repair? Will I receive a refurbished surface or a repaired one?

Anonymous
2025-05-05T15:59:11+00:00

I filed an accidental damage claim with my Microsoft Complete warranty on Friday, 5/2/25 for a cracked screen repair on my Microsoft Surface Pro 11. I shipped it out on Saturday, 5/3/25 and the UPS personell told me that it would be picked up today, Monday 5/5/25. I am assuming that since the shipping is Next Day Air, that it will be delivered to the site Tomorrow 5/6/25.

Does a cracked screen repair take a while to fix? This is a personal computer and I use it both for school and work, so I am desperate to receive it back ASAP. Is there any estimate on when I should have my computer back?

Also, I am a bit confused on what is happening with my computer altogether. I was told that it will be repaired then sent back, but if the computer cannot be repaired, it will be replaced with a refurbished one. But on the other hand I was also told that I will not receive my repaired surface regardless and will receive a refurbished one anyways. So, will I receive a refurbished one or my repaired computer?

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2025-06-29T06:16:37+00:00

    Hello Karly_C,

    Welcome to the Microsoft Community!

    Thank you for contacting the Microsoft Community. We understand your urgency regarding the repair progress for your Surface Pro 11's cracked screen. According to our standard process, repairs typically take 6 to 8 business days after the device arrives at the repair center. This timeframe is based on standard operations and does not account for potential parts inventory or shipping delays. Actual processing time may vary depending on the repair center's workload and diagnostic results. You can check the latest repair status updates anytime by logging into your Microsoft account and visiting the "Devices" page.

    How to get service or repair for Surface - Microsoft Support

    Regarding the type of device you'll receive, per Microsoft's service policy, the repair center typically prioritizes replacing damaged components (such as the screen). For damages covered under Microsoft Complete warranty, if the repair center deems it more appropriate, a rigorously tested and certified refurbished device may be provided as a replacement. This depends on the specific damage assessment and the repair center's evaluation. For details about your repair outcome (whether your original device will be repaired or replaced with a refurbished unit), we recommend contacting our after-sales support team directly. They can provide the most accurate information using your service order number.
    What happens when you send your device to Microsoft for a repair service? - Microsoft Support

    Best Regards,

    Ami | Microsoft Community Support Specialist

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