Microsoft Surface Pro 12 EP2-27669 12

Manufacturer's Warranty

Steps to Claim Microsoft Warranty

1. Check Your Warranty Coverage

Before initiating a claim, verify your product's warranty status. You must add your Surface, Xbox, or Microsoft accessory to your Microsoft account. Locate your device's Serial Number and register it at the official Microsoft Account Devices portal to confirm your current coverage.

2. Prepare Your Information

To ensure a smooth process, have the following ready:

• Your device's Serial Number.
• Microsoft Account: An active Microsoft account is required to log a service request.
• Proof of Purchase: A valid purchase invoice. If the warranty status online does not reflect your actual purchase date, you will need to submit this invoice to Microsoft support to update the warranty.
• A clear description of the issue.

3. Run the Surface Diagnostic Toolkit (Recommended for Surface Devices)

If your Surface device can still turn on and boot into Windows, Microsoft highly recommends running the Surface Diagnostic Toolkit (downloadable via the Microsoft Store). This app can automatically find and fix common software issues or confirm if a hardware fault exists, speeding up the support process.

4. Create a Service Order / Contact Support Malaysia

Most Microsoft hardware claims are handled strictly through their online service portal:

• Online Service Request: Go to your Devices page, select the registered device that needs repair, select "Info & support", and then choose "Start order" or "Get support" to initiate the RMA process.
• Microsoft Support Portal: For guided troubleshooting, live chat, or to request a callback from a support agent, visit the Microsoft Contact Us page and select your specific device category (Surface, Xbox, PC Accessories).

5. Service Methods

Service procedures depend on the type of Microsoft product you own:

• Mail-In / Courier Service: For most Surface devices and Xbox consoles, Microsoft will provide you with a shipping label or instructions to package the device and send it to their regional repair center.
• Accessories: Faulty Microsoft mice, keyboards, or webcams often require providing proof of destruction or simply submitting photos and proof of purchase for a direct replacement to be mailed to you.

Important Warranty Information

• Data Backup: Microsoft strongly advises backing up all personal data before sending in a device, as units are often wiped or replaced entirely with certified refurbished devices during the service process.
• Voiding the Warranty: The standard limited hardware warranty does not cover physical damage (cracked screens, deep scratches), liquid damage, or devices that have been opened or tampered with by unauthorized repair centers.
• Microsoft Complete: If you purchased Microsoft Complete (Extended Warranty & Accidental Damage Protection) with your device, you are covered for accidental drops and spills. A deductible may apply depending on the claim type.

Disclaimer: The warranty information provided above is for reference purposes only. Specific coverage parameters and claim procedures vary by Microsoft product category. Always refer to Microsoft’s official website or speak to an authorized agent for the most accurate and up-to-date information.