https://www.microsoft.com/surface/answer desk?v=030220171210
Microsoft AC power cord recall for Surface Pro, Surface Pro 2, and certain Surface Pro 3 devices
Get details and answers to common questions about the Microsoft Surface Pro AC power cord recall. Learn how to order a free replacement part if your Surface Pro power cord is affected.

How to request a power cord replacement

If your Surface Pro power cord is affected by the recall, scroll to the bottom of this page to sign in with your Microsoft account. Once you've entered your sign-in information, scroll back to the bottom of the page to complete the process.

Parts eligible for replacement

This recall applies to:
  • AC power cords for Microsoft Surface Pro, Microsoft Surface Pro 2, and Microsoft Surface Pro 3 devices sold before March 15, 2015
This recall DOES NOT apply to:
  • AC power cords for Microsoft Surface RT, Microsoft Surface 2, Microsoft Surface 3, Microsoft Surface Pro 3 devices sold after March 15, 2015, Microsoft Surface Pro 4, and Microsoft Surface Book
  • Power supplies with DC power cord for all devices
  • AC power cords and power supplies for the docking stations for Microsoft Surface Pro, Microsoft Surface Pro 2, Microsoft Surface Pro 3, and Microsoft
    Surface 3
surface for business
Surface for business

Surface for Business customers should contact us and not use the form below.

Definitions

AC power cord

The removable cord that connects the power supply to an electrical outlet.

Power supply

The power “brick” with a permanently attached DC cord that plugs into the charging port on Surface plus the removable AC power cord.

Surface Pro power cord
AC power cord
Surface Pro power supply with an attached power cord
Power supply
Important
  • Microsoft will provide one AC power cord replacement free of charge for each eligible Surface Pro device that you own. No proof of damage is required to receive a replacement AC power cord.
  • If you have more than one Surface Pro device, you’ll need to submit a replacement order for each one.

Note
Surface for Business customers placing bulk orders should use the contact at the top of this page.

Frequently asked questions

How do I know if I qualify for a free replacement AC power cord (the cord that plugs into an electrical outlet)?

Surface Pro and Pro 2 customers
All Surface Pro and Surface Pro 2 customers qualify to order one free replacement AC power cord (the cord that you plug into an electrical outlet) for each eligible Surface you own without proof of damage.

Note
The AC power cord can be unplugged from the power supply.

Surface Pro 3 customers
Only customers with Surface Pro 3 devices purchased before March 15, 2015 qualify (newer Surface Pro 3 devices already have the new-style AC power cord). If you have an old-style AC power cord, you can order one free replacement AC power cord for each eligible Surface Pro 3 you own without proof of damage.

Check to see whether you already have a new-style AC power cord (the cord you plug into an electrical outlet).

If you already have a new style power cord as shown below, you do not need a replacement, and no further action is needed.

Power cord that needs to be a replaced, with a circle showing the missing area that identifies the old-style cord
Old-style power cord that needs to be replaced
Replacement power cord, with a circle showing the area that identifies the new-style cord
New-style power cord

What do you mean by “damage”?

Damage may occur over time if AC power cords are sharply and repeatedly bent or tightly wrapped, for example. Examples of damage include cracking, fraying, or bulging.

Even if you don’t see damage to your AC power cord, Microsoft is asking all Surface Pro, Surface Pro 2 customers, and pre-March 15, 2015, Surface Pro 3 customers to order a free replacement AC power cord.

For info on how to prevent damage to your Surface power cords, see Clean and care for your Surface.

What if my power cord isn’t working, but I don’t see any obvious damage?

If you have concerns about your AC power cord, contact us.

Can I instead contact the store where I bought my Surface to get a replacement?

No. To receive a replacement AC power cord, you’ll need to request a replacement below.

When will I receive my new power cord after I request it?

Your replacement AC power cord will arrive within approximately 7 to 10 business days. As soon as we receive your request, we’ll send you an email message with order status and tracking information.

Can I continue to use the AC power cord safely until I get a replacement?

If you have a Surface Pro or Surface Pro 2, or a pre-March 15, 2015 Surface Pro 3, we advise you to cease using your AC cord while you wait for a replacement.

Is there a limit to how many power cords I can get?

Microsoft will provide one AC power cord (without proof of damage) free of charge for each eligible Surface Pro model that you own.

What should I do with my old power cord?

If you have a Surface Pro or Surface Pro 2, or a pre-March 15, 2015 Surface Pro 3, you should stop using your AC power cord. When you request a new-style AC power cord, you aren’t required to send in your old power cord to receive a replacement. Please discard or recycle your old-style AC power cord in accordance with local requirements.

Can I just return my Surface and get a refund or a replacement?

No. The recall is for AC power cords only.

Is the replacement AC cord different from the original?

The free replacement AC cords we are providing are designed to industry standards and use industry standard materials. They also contain improvements in the AC cord’s attachment to the plug ends (often called “strain relief”) that should further reduce the likelihood of damage from the cords being repeatedly wrapped too tightly, twisted or pulled. For info on how to care for your Surface Pro power cord, see Clean and care for your Surface.

Are the power cords being redesigned to prevent any future damage?

We’re always looking to improve the design of our products. For example, Surface Pro 3 devices sold after March 15, 2015, already have the new-style AC power cord.

What happens if I choose not to replace my power cord? Will it void my warranty?

No. This recall doesn’t affect your warranty. However, power cords that are bent sharply or wrapped tightly may become damaged. Damaged power cords have the potential to overheat, posing a potential fire or shock hazard.

If I purchased Microsoft Complete with my Surface, does this return affect my status under Microsoft Complete?

No. Replacement of the AC power cord doesn’t change the status of your Microsoft Complete Accident Protection.

Sign in

Note
Can't sign in? Visit our dedicated Contact us page for this recall.