How to get Microsoft support for Surface tablet hardware

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Microsoft support for Surface

A while back, Joanna posted some information about contacting Microsoft for support. Since then, we’ve continued to get a lot of folks ask us for help. We’re happy to help where we can but, sometimes, we reach a point where we just can’t do anything because the hardware is actually broken.

When that happens, we often refer people to their local Microsoft Store (if they have one) or the Microsoft web site so they can get hardware/warranty support from there.

Unfortunately, Microsoft has made things a bit confusing when trying to get online support because there are 2 different web sites for getting hardware/warranty support for your Surface tablet.

Worse yet, the two sites do almost exactly the same thing but look very different. Even worst than that, they often link off to each other. Nice design, huh?

To show the difference between the two websites, I described them both below…

Online Service Center (https://myservice.surface.com): The Online Service Center is a “Modern/Metro” style website with tiles. If you dig down far enough, it often links to the Surface Support web site.

How to get Microsoft support for Surface tablet hardware-Online Support Center

Surface Support (https://www.microsoft.com/surface/en-us/support/): The Surface Support website is a more “traditional” website where you can easily find troubleshooting tips, register hardware, and start a support call with Microsoft. However, when you actually submit a hardware service request, it takes you into the Online Service Center site.

How to get Microsoft support for Surface tablet hardware-Surface Support site

So, since it can be a bit confusing, I thought I’d expand on Joanna’s post about contacting Microsoft support and step you through actually filing a support request for a hardware issue.

It just so happens, the first Surface RT we bought has been having some issues with the battery not charging so, I’m submitting a support request (yes, we bought the extended warranty when we got it).

Since I found that the Surface Support page a little easier to use (and slightly less buggy) I’m going to start there as I file my hardware support request.

How to get Microsoft support for Surface tablets: Register and/or check warranty

OK, first things first. You’re going to want to make sure your device is covered under warranty, otherwise it will probably cost you to get the hardware fixed.

Fortunately, the Surface Support page makes it easy because (once you’ve logged in) you can see your registered devices (red box) and check the warranty status (green box).

How to get Microsoft support for Surface tablet hardware-Registered hardware

If you tap on the Check warranty status for a product link, you’ll find all of your registered devices are listed along with their serial numbers and the warranty period for both technical support and hardware.

How to get Microsoft support for Surface tablet hardware-Warranty status

If your product isn’t listed, don’t sweat it, just tap on the Register another product? link at the bottom of the list. No, I don’t know why it’s a question 😉

Here’s what the product registration page looks like.

How to get Microsoft support for Surface tablet hardware-Register a product

It’s pretty easy to register a product, just select they hardware type from the pull-down then enter the serial number. You can find the serial numbers by looking in the places indicated in this illustration.

How to get Microsoft support for Surface tablet hardware-SN Locations

You can also enter serial numbers from the front page by selecting the Quick register a new product link right under the list of devices in the middle of the page.

Just keep repeating until all of your Surface tablets/accessories are registered.

 


Something to be aware of: the registration functionality is a bit buggy (on both sites) and it won’t always recognize that you registered a product right away so you might have to give it some time before the products appear on your registered device list.


 

How to get Microsoft support for Surface tablets: Get a service plan

You did get the service plan, right? If you didn’t, don’t sweat it too much. Microsoft offers a pretty generous hardware warranty that will cover defects or malfunctions with your Surface tablet or keyboard for a year from the date of purchase.

Be aware, though, that it won’t cover damage repairs (like a shattered screen from a drop). Unless you have a service plan, those repairs are coming out of pocket.

Fortunately, you can add a Microsoft Complete or Extended Hardware Service Plan (for business customers) for up to 45 days past the purchase date to a registered device. It will cost you around $129.99 USD for the plan but, it’s worth every penny the first time you drop your Surface on the cement.

There are a couple of things to be aware of:

  • You can only get service plans on the Surface tablet itself. You can’t get a service plan for the keyboards.
  • Since the registration website is a bit buggy and it won’t always recognize that you registered a product right away, you might have to wait a while after you register a product before you can add a service plan. Be patient.

You can use the contact us link on the page to chat/talk with a live person if you get stuck. If you’re trying to add a service plan after the device is already broken, I would probably keep that little bit of information to myself 😉

 

How to get Microsoft support for Surface tablets: Schedule service

OK, now that your warranty is squared away (or you’ve resigned yourself to eating the cost of the repair) it’s time to actually request service. There are two ways to do it:

By Phone/Chat: This has the advantage of getting a live person on the line to help you get what you need done. It has the disadvantage in that the support person will probably have you run through every troubleshooting step you already took, so be patient.

  • Just use the contact us link on the page to chat/talk with a live person.

How to get Microsoft support for Surface tablet hardware-Contact us

  • Once you do so, you’ll see the following screen. From here, select the device you want to get help with (Step 1) and the category/topic (Step 2)

How to get Microsoft support for Surface tablet hardware-Contact us

  •  Next, select either Start a chat or Request a call under the Contact Answer Desk section in the bottom right of the screen.

Pretty simple, right? Just be aware that from here on out you’re “on rails” so just do what the tech asks and accept that you will repeat some of the things you’ve already tried to fix the problem.

The tech does indeed have a script and they have to run through it before starting the hardware replacement process.

By web: This has the advantage of letting you arrange a hardware service with no questions asked/fewer hoops to jump through and is probably the way to go if you’re computer savvy and are 100% sure it’s a hardware issue (or your Surface looks like the one below)

How to get Microsoft support for Surface tablet hardware - oops

Like most things Microsoft does, there’s about a dozen different ways to do anything so, the way I’m going to outline below for exchanging my Surface tablet is not the only way you could do it from the site but it covers all of the important things you need to know.

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service1

  • Select the Problem with a device or cover tile

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service2

  • All of your registered devices should appear as tiles, select the tile for the device requiring service

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service 3

  • Click or tap the tiles that best describe your problem. In this example case, it’s a battery issue that I’m exchanging my Surface RT to address

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service 4

  • You’ll be given the opportunity to either run through some recommended troubleshooting steps or create a service order to replace the device. Since I’m sure it’s a hardware issue, I’m going to select that option

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service5

  • You may need to update your profile information. Fill in the required fields and select Update
  • Now you can pick the service option you want to use. You will also find out how much the repair is going to cost you (if anything). Your choices are as follows:
    • Standard Exchange: You send them your broken Surface and they fix it/send you a new one in exchange.
    • Advanced Exchange: They send you a new Surface right away and you return the broken one to them but they put a hold on your credit card for the full price of the replacement Surface. Just in case you decide to not return the broken one.

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service7

  • Make your selection. I’m picking the Advanced Exchange option. You will probably be asked to verify your shipping address

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service9

  • After you do so, you’ll need to enter a payment method (Credit Card) for the hold discussed earlier. Here’s where you actually submit the service request

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service10

After you hit Submit, you’ll get an order confirmation screen like the one below. It has needed information/tools like links to print off shipping labels and Device Manager (where you can track your order status.

How to get Microsoft support for Surface tablet hardware-Surface Support site-Schedule Service11

 

You’ll also get an email with a lot of the same information.

How to get Microsoft support for Surface tablets: Backup

This should be a no brainier but sometimes people are just upset their favorite device is having issues so, they don’t think about their data.

So, if you can, before you ship your Surface off to Microsoft remember to BACKUP YOUR DATA!!! Here’s my post on Backing up your Surface which you might find helpful for this part.

If you’re the paranoid type, you might want to consider wiping your Surface just so you know your information isn’t out there in some stranger’s hands.

 

How to get Microsoft support for Surface tablets: Check service status

OK, now that you’ve submitted a request, you probably want to be able to see what’s happening with it.

Here’s a link to the page where you can check the ststus of your service request: https://www.microsoft.com/surface/en-us/support/service-orders

It’ll look a lot like this…

How to get Microsoft support for Surface tablet hardware-Surface Support site-Check Status

 

Hopefully, you’ll never need to use any of this information  but, if you do, I hope you find this helpful. I’d also appreciate it if you could share your experiences with Microsoft support (good or bad) to help your fellow readers navigate the process.

Tim


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is a professional geek with over 23 years of experience working in Information Technology and dealing with everything from large-scale storage to remote systems management and automation for organizations such as Texas Instruments, Mobil Oil, and the University of Michigan (where he was an Academic IT Director). He co-founded JTRTech along with Joanna to realize his long-time dream of working for himself.

17 COMMENTS

  1. Wow, this is the most complete tutorial about Microsoft support I’ve seen anywhere. You’ve covered everything and then some, thanks!

    Sadly, Microsoft’s support page is indeed confusing, and it has been like this for years. Sometimes we get customers with problems with their surface and we find out that they’re still on warranty when we check with Microsoft. When we ask the customer why they didn’t take it with them, they say “I tried, but it was easier to come here”. Microsoft really needs to streamline this process.

  2. I just went through this process and it was a headache because I am stationed overseas and there isnt a microsoft store within reach. The help representative came through with flying colors though. They contacted the local exchange that I shop at and spoke to the manager and I was able to do a 1 for 1 swap in the store. It definitely changed my opinion about their level of support.

    • Hi Donald,
      Great to hear MS came through. Many folks complain about lack of support abroad but I wonder how many of them actually call MS. My experience has been that they are always super helpful.
      Joanna

  3. I registered my device, clicked on request a service, added the description, chose advanced exchange and confirmed my shipping address but it keeps coming up with error after that and won’t go to step to where you add your billing information. It said to try again so I tried to like 6 times but it still keeps coming up with an error message. 🙁

    • Hi Vineela,
      It could be that the is a problem with the MS support portal. I also had trouble with it when I tried. You may want to weight a little while and try again or call them instead.
      Good luck!
      Joanna-

  4. How do I purchase “Microsoft Complete for Business”? The MS website directs you to their authorized Surface resellers: CDW, CompuCom, PCConnection, etc. When I contacted one these vendors I was told I could not purchase a Microsoft Complete for Business warranty unless the purchase was from that vendor. This is what they said they were told by their Microsoft Partner Specialist. (by the way – great site!!)

    • Jim,

      I’m sorry but I don’t have any experience with that but, as far as it goes, it sounds like BS to me. I imagine that reseller was either just being lazy or wanted to try to get you to give them business.

      Here’s what I would try…

      Call a Microsoft Store (doesn’t matter which one so long as they are in your country) and ask them. If they don’t know, have them give you a number for who to call.

      I may be cynical after so many years in the IT business but, I never believe any vendor that says something like that. Too many people on commission.

      Hope it helps,
      Tim

  5. Follow up on Microsoft Complete for Business warranty: Contacted MS by phone and after being passed around 4 times ended up with no answers. Visited a MS store on a business trip (none near me) and was told by sales person I would have to work with a MS business account manager. Back home I contacted a business account manager via e-mail and was told that the business warranty was for companies with 35+ employees (I am self employed). Nevertheless the business rep was willing to go the extra mile and I was able to purchase Surface Pro 3 and Business Complete. Don’t know if it mattered but purchase was made for my business using a business credit card.

  6. Hi there, I was wondering, in the case of a paid replacement (eg. cracked monitor, out of warranty), will the new device have a one year warranty by default (also giving you the option to purchase MS complete), or does it continue on the previous devices’ warranty (in which case… 0!)? What if you get a free replacement through MS complete a few days before it actually expires???

    • Sorry, you don’t seem to get a new warranty with a replacement device (I think MS learned from Apple’s experience a few years back where people would “break” their ipod and get a bigger replacement and a new warranty – it really cut into their upgrade projections)

  7. I just received my Surface Pro 3 back from an in-warranty replacement for a faulty microSD card reader (kept disappearing from windows when transferring files), and when I opened the box they returned there was a letter inside telling me I had send them a damaged surface pro and they wouldn’t replace it, but I could pay for a repair.
    So I opened the bag containing the tablet to figure out what the letter was about and the screen and top edge of the case were smashed on it where some one obviously dropped the tablet in Microsoft. I checked the serial and it was my device returned unrepaired, but really broken now. So they smashed my tablet that was in like new condition and returned it to me after 8 days saying it was my fault, and I could pay if I want it fixed.
    When I sent it in it was in perfect condition, when I received it back, it was a paper weight, smashed. When I escalated this to them they requested pictures and evidence of the device and packaging from before I shipped it, which I don’t have and never through of and pictures of it in its current condition. So whatever you do before you send them anything document the condition of the device and the packaging with images just before you hand it over to the shipping agent.
    Meanwhile I have an open ticket with the “CARE team” and no surface pro any more and I am expecting this will end up with Lawyers.

  8. My pro 4 turns on and does the Surface start up circle for three secones then shuts off. I have not dropped it, no cracks on screen, I have glass protector. And it came off overnight charge and did this. I am at a loss as to what could wrong. I don’t have extended warranty, it is over 1 1/2 years, no store close enough, not sure what I should do!

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