Surface Plus Program
Surface Plus with Klarna Financing (the “Surface Plus Program”)
Frequently Asked Questions
What happened to Surface Plus with Klarna Financing (aka Surface Plus Program)?
After much thought and consideration, Microsoft decided to end new enrollment into the Surface Plus Program, financed by Klarna, effective August 31, 2018. Upgrading your device remains an option however, once program eligibility and your device condition are confirmed. To upgrade your device, you will need to select your new device and enroll in Surface All Access (powered by Dell Financial Services), Microsoft’s successor to the Surface Plus program – available for enrollment in-store or online now.
What is Surface All Access?
Surface All Access is a unique Surface consumer program featuring financing provided by WebBank, Member FDIC, through Dell Preferred Account (DPA). DPA allows you to pay for your Surface under a 24-month equal payment plan and includes access to standard Microsoft retail stores support. See Surface All Access FAQ page for more information.
Does this affect my Surface warranty?
I purchased a Surface and accessories through the Surface Plus Program. Does this affect my current financing plan with Klarna?
No. Your financing plan with Klarna remains unchanged. See the Klarna Customer Agreement for details or speak with the Klarna customer service team at 1-844-4KLARNA.
What are the requirements to upgrade my Surface Plus device?
To upgrade your Surface Plus device, you will have to meet the requirements listed below:
- Complete 18 months of payments on your Klarna account.
- Return your current device in good working order.
- Apply for DPA and once approved, enroll in Surface All Access - Microsoft’s successor to the Surface Plus program.
- Purchase bundle via Surface All Access using your DPA.
How do I start the upgrade process?
First confirm your eligibility by visiting any of our more than 100 retail Microsoft Stores or contact the Surface Plus Upgrade White Glove Team at 1-866-690-5960. See the Surface Plus Terms & Conditions for upgrade details, and click here to find a Microsoft Store near you!
Where can I upgrade my Surface?
You may upgrade your Surface Plus device at any of our more than 100 Microsoft Stores (retail) in the United States. Unable to get to a retail store? Call our Surface Plus Upgrade White Glove Team at 1-866-690-5960 to check your eligibility and review your upgrade options. See Surface All Access FAQ page for more information.
Can I upgrade my Surface Plus device without going to a retail store?
Yes, our Surface Plus Upgrade White Glove Team is able to walk you through the process via phone at 1-866-690-5960. Once your eligibility is confirmed, we’ll capture the date of your eligibility confirmation. After your upgrade is completed by returning your previous device and charger, your Klarna account will be credited back to your date of eligibility.
How and where do I return my original device?
You may return your original Surface Plus device and charger to any of our more than 100 retail Microsoft Stores in the United States. Unable to get to a retail store? Call our Surface Plus Upgrade White Glove Team at 1-866-690-5960 to receive a pre-paid shipping label to send your device in.
Do I need to turn in the accessories I purchased with my Surface Plus device?
No. Please do not turn in your Surface Plus accessories. We only need the Surface device and its charger. Although you will be credited up to 6 months of payments, including all of the accessories you bundled at the time of your original Surface Plus purchase, your accessories are not needed. If received, your accessories WILL NOT be returned to you and will be recycled in accordance with Responsible Recycling standards.
What happens when the returned device is received?
Once your original device and its charger are received by the Surface Plus Upgrade White Glove Team, we complete an inspection of the device. If your device is deemed to be in good working order, the Surface Plus Upgrade White Glove Team will email you a notice of device receipt and of the pending credit to your Klarna account. If your device is not in good working order Microsoft may, in its discretion, return the original device to you and you will remain responsible for any outstanding payments to your Klarna account (regardless of whether or not you choose to purchase a new Surface device via Surface All Access).
What does it mean for my device to be in “good working order”?
Per the Surface Plus Terms & Conditions, the device must meet the following condition requirements to be deemed to be in “good working order:”
- The power supply unit (charging cable) must be included;
- The screen must not have any cracks;
- The cursor must respond normally to touch on the display;
- The housing must be completely intact without cracks or missing parts, and cannot have any etchings or asset tags;
- The device must power on and boot all of the way to the Windows desktop;
- The power button must toggle the display, and the volume button must cause the volume indicator to appear;
- The device must support normal operation without being connected to a charger; and
- For Surface Pro devices, the kick stand must open and stay firmly in place.
When is credit applied for a device that is returned in good working order?
If you leave your device at one our Microsoft retail stores, and it is in good working order, it will take approximately 5-10 business days from the time you left it with us, for credit to be issued to your Klarna account. Please contact your Klarna representative to ensure your account was properly credited.
If you mailed in your device directly to the Surface Plus Upgrade White Glove Team, and it is in good working order, it will take approximately 5-10 business days from the time of receipt of the device, for credit to be issued to your Klarna account. Please contact your Klarna representative to ensure your account was properly credited.
How soon will I receive my new device?
If you visited one of our Microsoft retail stores, and you enroll with and place your order with our Surface All Access program, subject to product availability and credit approval, you will be able to go home with your new device.
If you are working with the Surface Plus Upgrade White Glove Team via the phone, you will receive your new device within 5-7 business days after you enroll with and place your order with our Surface All Access program. See Surface All Access FAQ page for more information.
Who should I contact if I have questions or concerns about my Klarna account?
Klarna representatives are available to assist you at https://www.klarna.com/us/customer-service/.
What if I’m not interested in upgrading after 18 months?
That’s absolutely fine. Simply continue with your monthly payments until month 24 and then if you’ve paid off your balance on your Klarna account in full, the Surface Plus device and/or accessories are yours to keep.
Still have questions or concerns about the Surface All Access or Surface Plus Program?
Our associates will be happy to help answer your questions or address any concerns you may have. Please contact us at 1-844-834-8667 to speak with our customer service team.
What if I’m a Surface Plus for Business customer?
Surface Plus for Business is now called Surface All Access for Business—nothing has changed except the name itself. All program elements remain unchanged for existing customers. If you’re an existing customer, please visit us at Surface All Access for Business.