What happens when you send your device to Microsoft for a repair service?
At Microsoft, we are committed to delivering customer centric Surface repair that provide more options and better value for our customers. This article provides an overview of the Surface device repair process after your service request has been processed.
Note: Before sending your Surface device to Microsoft. Please follow Microsoft’s packaging and shipping instructions for Surface devices. For more information about backing up your data review How to prepare your Surface for service.
Here’s what to expect once Microsoft receives your Surface device:
1. Visual Inspection
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After we receive your Surface device at Microsoft, we will begin with an initial inspection to check for damage, tampering or modifications and confirm that the device serial number of the device matches the one on your service request.
Note: Microsoft reserves the right to return your device to you without servicing it. If after inspection it is determined the serial number doesn’t match the serial number on your service request or is tampered with in any way, or Microsoft finds damage, tampering or modifications excluded by the applicable consumer protection laws, Microsoft’s Limited Hardware Warranty or a Microsoft Protection plan. To learn more the Limited Warranty or Protection Plan, please review Microsoft’s warranty and protection plan terms and conditions.
2. Run Diagnostics
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We perform comprehensive testing and diagnostics on your device to help determine any issues with your Surfaces device software or hardware.
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In order to perform testing, your device will need to be reset to its original factory state. This process will erase all applications and data on your device. For more information about backing up your data review How to prepare your Surface for service.
Note: If possible, it is recommended you run the Surface App or Surface Diagnostics Toolkit to help find or solve common problems. For more information, please visit Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit.
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After diagnostics, if Microsoft determines your device has no issue or is running within specifications, Microsoft will return your device to you at no additional cost.
3. Hardware Repair
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If your device is diagnosed with a hardware issue, Microsoft will take it apart and exchange any parts that don't match our usage standards. We don't fix cosmetic issues like scratches, dents, or normal wear and tear damage.
4. Final Inspection
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Once the repair is completed. We will reassemble, provision or re-image your device before performing a final inspection to ensure your device works to Microsoft specifications.
5. Package and Ship
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Finally, we will package your device in our secure packaging and ship it to the shipping address you provided in your original service request. We will send you an update once your device has been shipped and supply relevant tracking information to the email address provided in your original service request.
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