This article is for cracked or damaged screens. If your screen is flickering, see Surface Pro 4 screen flickers or is scrambled. If your Surface touchscreen is having problems, see What to try if your Surface touchscreen doesn't work.
Find your options if your Surface device is out of warranty, damaged, or has a cracked screen
Here's how to send it in and find out how much it’ll cost:
The first thing that you should try is holding down the power button for 20 seconds. This will shut it down. Then press power again to see if the issue was fixed, and the device turns on again. This problem could also be caused by very little or no battery power. So shut down the device by hold the power button for 20 seconds. Repairs for protection plans underwritten by Domestic & General, carried out by expert, manufacturer-approved engineers. Use this page to log a new repair request or manage an existing booking.
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Start the replacement process online
Important: Surface devices shipped in for service can't be repaired and must be replaced. We highly recommend that you back up your data if you can do so. We won't be able to recover it for you.
Go to https://account.microsoft.com/devices and follow these instructions:
Sign in with your Microsoft account.
Select the device that needs service, then select Start order. If it isn't registered, select Don't see your device? to register it.
Follow the instructions to complete your service order.
If you’re able to turn on your Surface; be sure to save any important files and info from your Surface to another computer, drive, or cloud storage service like OneDrive. For more info, see How to prepare your Surface for service.
How much will this cost?
Without Microsoft Complete: If your device doesn't have Microsoft Complete or Microsoft Complete has expired, see the chart to determine the cost to replace your device.
With Microsoft Complete:For a Surface that is still within the covered warranty period, you can use one of your accidental damage claims to replace your Surface for a deductible fee (see table). Microsoft Complete is not available in all regions.
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To be able to use one of your accidental damage claims, you must select Cracked Screen under Select issue type when you create your claim.
Gallery filterportfolio filter for gallery element. You must have at least one accidental damage claim available to use.
What is the warranty on my replacement Surface after service is complete?
Power Tool Repair Book
The post-service warranty is 90 days or the remainder of the warranty, whichever is greater. If your device was outside of the Limited Warranty, you'll get a 90 day service warranty.
Power Book Repair Shop
Next steps
Send us your broken device and we'll send you a refurbished device.
Out of Warranty Costs
Note: The costs below are inclusive of shipping costs and applicable taxes unless otherwise noted. Replacement devices are non-refundable.
Power Supply Repair Book
See How much does out-of-warranty service cost for your Surface device or accessory?
Microsoft Complete deductible costs
The following table shows the deductible costs for accidental damage claims for customers who have Microsoft Complete.
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