How to ship the broken screen surface which is still under warranty

Question

How to ship the broken screen surface which is still under warranty?

Device Serial Number: BK33J8R25203KV Standard Warranty: Expires Jun 27, 2026

Answer 1

Even under warranty, accidental damage like cracked screens is usually not covered unless you have Microsoft Complete protection.

https://account.microsoft.com/devices

Sign in with your Microsoft account

Add the device using your Serial Number: BK33J8R25203KV

Click the Surface Pro device

Device → Start Order → Service & Repair

Choose the problem:

Cracked screen / physical damage

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Ship only the tablet

Pack in:

Bubble wrap

Strong box

Attach the Microsoft shipping label.

Answer 2

To ship a Surface with a broken screen that is still under warranty, first create a service order, then follow the packing and shipping instructions.

1. Start the service/replacement order
   1. Go to Select device for service: https://account.microsoft.com/devices/select-device-for-repair
   2. Sign in with the Microsoft account associated with the device.
   3. Select the Surface with the broken screen and choose Next. If it is not listed, select Register device and add it, then continue.
   4. When asked for the issue type, select the option that matches the problem (for example, Cracked screen or physical damage). This is required to process damage under Microsoft Complete if applicable.
   5. Follow the on‑screen steps to complete and submit the service order.
   If the device can still turn on, back up important files to another computer, external drive, or a cloud service such as OneDrive before sending it in. Data cannot be recovered once the device is exchanged.
2. Prepare and pack the Surface for shipping
   1. Verify that the serial number on the device matches the serial number shown in the service order. Shipping a device with a different serial number can delay or cancel the repair.
   2. Check for additional physical damage. Physical damage is not covered by the standard limited warranty and may be processed as a paid out‑of‑warranty exchange unless covered by accidental damage protection (such as Microsoft Complete).
   3. Follow the packing instructions in the service confirmation email. Typically, only the device itself is sent (no accessories) unless specifically requested.
   4. If sending a Surface Book, include both the display and the keyboard. For other Surface models, send only what the instructions specify.
3. Ship the device
   1. Locate the shipping label or courier instructions provided after the order is created. These are usually sent by email; check junk/spam folders if not visible.
   2. Affix the label to the package and use the specified courier or drop‑off method. In some regions, courier pickup or local drop‑off options may be provided instead of a printed label—follow the instructions given during the repair order process.
4. After shipping
   • A refurbished replacement Surface will be sent after the broken device is received and processed.
   • The replacement device will have a post‑service warranty of 90 days or the remainder of the original warranty, whichever is longer.

For detailed packing guidance and to check repair status, use the links provided in the documentation below.

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References:

• Get service for your out of warranty or damaged Surface
• Packing and shipping instructions for Surface devices