Microsoft Surface Repairs and Support

Microsoft Surface Computers are very powerful and light and as long as they keep working they are a fantastic and mobile asset.

surface repairs

However, when things go wrong and a component needs repairing, this can ONLY BE DONE BY MICROSOFT, by sending the device to the nearest Microsoft Surface service centre (Which is in SYDNEY for anyone in Australia)

Surface devices cannot be repaired due to their construction.

Components and the casing are glued in and not designed to be disassembled and reassembled.

Damaged or faulty Surfaces are simply REPLACED with new or refurbished models. Microsoft send damaged ones back to the factory to be scrapped or refurbished.

Can Microsoft Surface parts be replaced or repaired?

Microsoft have a policy of not attempting to repair any damaged or failing components, and third party repairs are also unable to the following (although some repairers may claim otherwise)

Microsoft will offer you a replacement or refurbished model through the main Microsoft office (in Australia, it is Sydney) for any supported devices for

  • Cracked Screen
  • Failing Components such as:
    • Faulty Battery
    • Failing Storage (RAM and SSD)
    • Failing Motherboard

Depending on the devices warranty status, the replacement could be free or a fixed fee may apply to swap-out or exchange your failed device for a new or refurbished model.

Consumer/Retail Grade Surface’s only have a one-year limited hardware warranty

If you have a non-business, standard-warranty, you could be without a device for many weeks as they need to be sent to Microsoft, assessed and then returned (quoted is 5-8 business days but this is based on Eastern States of Australia)

Extended Warranties are available using Microsoft Complete, which also gives some cover against accidental damage.

Microsoft Surface Business models have different warranties, some provide for a replacement device to be sent out to you prior to you sending your old device back to Microsoft.

Differences between Non-Commercial and Commercial grade Surfaces

Item Consumer/Retail Grade Commercial Grade
Operating System in S (1)
Warranty – Standard
Go, Book, Studio
1 Year
Send the broken device before receiving a new one(2)
2 Years
Send the broken device before receiving a new one(2)
Warranty – Advanced Exchange*
Pro, Laptop
N/A -Send the broken device before receiving a new one Receive a new device before sending the broken one back
Extended Hardware Warranty N/A Optional 3 and 4 year Warranty Available
Warranty – Advanced Exchange*
Pro, Laptop
N/A -Send the broken device before receiving a new one Receive a new device before sending the broken one back
Extended Hardware Warranty N/A Optional 3 and 4 year Warranty Available
Advanced Exchange Send broken one to Sydney before receiving a replacement after repair. Receive replacement in 3-5 business days (before sending the broken one back)
Complete for Business – Accidental Damage coverage N/A Optional cover available, allowing 2 claims per lifetime over 2, 3 or 4 years
Repair Turnaround 5-8 business days to get a new device (after sending the broken one back) 3-5 business days to get a new device (before sending the broken one back)

Get a Microsoft Surface Commercial Quote

How much does out-of-warranty service cost for your Surface device or accessory?

If your Surface device or accessory is no longer covered by your Standard Limited Warranty or Microsoft Complete Extended Service Plan, you may be eligible for out-of-warranty service for a fee. These prices apply only to repairs and replacement completed by Microsoft and are subject to change upon inspection. Pricing may vary with other service providers. For exchange orders, we will replace your device or accessory with a similar refurbished product.

At the time of writing, exchange prices range from A$396 to $1431, full prices hound here

Australian Surface Exchange prices

How to fix common Surface Problems

Before sending your Surface in for service, try using the Surface Diagnostic Toolkit to fix common software issues. See Fix common Surface problems using the Surface Diagnostic Toolkit for more info.

If the Surface Diagnostic Toolkit doesn’t fix the issue you’re having, try resetting your Surface. See Restore or reset Surface.

If your Surface won’t start up or it goes to and won’t wake up, try waking it. See Surface won’t turn on or wake from sleep.

If your Surface battery won’t charge or you’re having other battery issues, see Surface battery won’t charge or Troubleshooting Surface battery issues.

If Windows doesn’t start correctly when you turn on your Surface, try troubleshooting it. See Windows doesn’t start on Surface.

If the screen flickers or is scrambled on a Surface 4 Pro, you might have to update its drivers or take other steps. See Surface Pro 4 screen flickers or is scrambled.

If those things don’t work, search this support site (here) for info on how to fix your specific issue, or see Surface model help and browse the topics related to your Surface model. If you still can’t troubleshoot your issue, see the “Requesting service” section below.

Need more help?

Covid-19 Update: Business as usual for workshop repairs, remote support and onsite support.

If you live in Western Australia, and you need any kind of , please bring your computer to us at 315 Rokeby Road, Subiaco, Western Australia or call us out. You can email us at helpdesk@itguyswa.com.au or call:

08 6118 2601 

Microsoft Silver Cloud Partner

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