Cracked screen and physical damage

If your Surface screen is cracked or has physical damage, you can open a service order and send it in for repair.

Applies to

Surface Book, Surface Book with Performance Base, Surface Pro 4, Surface Pro 3, Surface 3, Surface Pro 2, Surface Pro.


Does my Surface warranty cover a cracked screen or physical damage?

No. The Surface warranty does not cover accidental damage such as a cracked screen, bent kickstand, or any physical damage to the Surface device.

To review your Surface Warranty, go to Surface documents. Also see Surface warranty FAQ.

Does Microsoft offer Accidental Damage Protection?

Yes! If you’ve already purchased Microsoft Complete, you can use one of your available Accidental Damage Claims.

For more information on Microsoft Complete, see Surface standard warranty and Microsoft Complete for Surface.

To review your Surface Warranty, go to Surface documents. Also see Surface warranty FAQ.

If my device has physical damage and a hardware failure, can my device be replaced?

Yes. A Surface device with physical damage requires an out-of-warranty replacement order.

For more information on your Surface warranty, see Surface standard warranty and Microsoft Complete for Surface.

To review your Surface Warranty, go to Surface documents. Also see Surface warranty FAQ.

Can I set up a replacement myself, or do I need to speak with a Surface support agent?

You can visit our online service center at any time to quickly set up an out-of-warranty replacement order for your Surface. You do not need to work with a support agent to set up a replacement order. To learn more, see How to get service for Surface.

To review your Surface Warranty, go to Surface documents. Also see Surface warranty FAQ.

Does Microsoft do same-unit repairs or screen replacements?

Microsoft does not offer same-unit repairs or screen replacements in all regions. For information on what offers are available in your region, please begin the order creation process via our online service center. To learn more, see How to get service for Surface.

To review your Surface Warranty, go to Surface documents. Also see Surface warranty FAQ.

What does it cost to fix my Surface?

If you bought Microsoft Complete for your Surface, you can use one of your two Accidental Damage Claims to replace your damaged device and just pay the deductible.

The cost to fix or replace your Surface depends on which model you have. When you create a service order online, the cost will be displayed.

Ready to get your Surface replaced?

Go to Send my Surface in for service to open a service order online. Then get your Surface ready for service—see How to prepare your Surface for service for more info.

To learn more about the service and repair process and what to expect, see How to get service for Surface.


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