I need to send my Surface laptop in for repair or replacement

To send a Surface Laptop in for repair or replacement, follow these steps:

1. Try basic troubleshooting first
   • Run the Surface Diagnostic Toolkit to rule out common software issues with Wi-Fi. See "Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit" from the Surface help pages.
   • If Wi-Fi is still not working, proceed with service.
2. Prepare the device
   • If the laptop can turn on, back up important files to another drive or a cloud service like OneDrive. Service may involve repair or a refurbished replacement, and data cannot be recovered afterward.
   • For detailed prep steps, see "How to prepare your Surface for service" from the support pages.
3. Start a repair or replacement order online
   1. Go to the Microsoft account Devices page: Microsoft account | Devices.
   2. Sign in with the account the Surface Laptop is registered to.
   3. Select the Surface Laptop that needs service and select Next or Start order.
   4. If the device is not registered, select Register device and add it, then continue.
   5. Follow the on-screen instructions to complete the service order (the flow will show whether it’s in-warranty or out-of-warranty and any cost).
   6. After the order is created, a shipping label will be provided so the device can be sent in.
4. Understand what service you may receive
   • Depending on the model and issue, the service may be a repair or a Microsoft Certified Refurbished replacement device.
   • Devices serviced or replaced receive a post-service warranty: the longer of the remainder of the original warranty or 90 days after Microsoft ships the serviced/replacement device, unless local law specifies otherwise.
5. Optional: In-person support (where available)
   • In some regions, service centers provide in-person hardware inspection, troubleshooting, and system recovery. If they cannot resolve the issue, they can help arrange shipment to Microsoft for repair or replacement. Authorized Service Providers may charge additional fees, even for in-warranty repairs.
6. If this is a business-owned Surface
   • For organization-owned devices, use the business-specific options described under "Surface service options for Business and Education" in the documentation.

References:

• How to get service or repair for Surface
• Shipping and repair options for service orders