How does Microsoft handle technical support for Surface Laptops?

Microsoft provides several options for technical support and service for Surface devices, including Surface Laptops. Here are the key points regarding how Microsoft handles failed hardware parts:

1. Repair and Replacement: Microsoft offers repair or replacement of key components for newer Surface devices, which may include parts like the SSD, keyboard, or display. For devices covered under Microsoft's Limited Hardware Warranty or a Protection Plan, you can open a service request via a self-serve portal.
2. Surface Support Portal: For commercial users, the Surface Support Portal allows you to create service requests and track the status of repairs. This is particularly useful for businesses managing multiple devices.
3. Self-Repair Options: If you have skilled technicians, you can also perform some repairs yourself using the applicable Surface Service Guide. However, self-repair components must be purchased separately, and any damage from unauthorized repairs may not be covered under warranty.
4. Authorized Service Providers (ASPs): Microsoft has a network of Authorized Service Providers who can perform repairs on behalf of Microsoft. Depending on the ASP, they may offer depot repair (where you send the device in) or onsite repair (where a technician comes to your location).
5. Warranty and Protection Plans: Every commercial Surface device includes at least a one-year Microsoft Limited Hardware Warranty. Additional Protection Plans are available for extended coverage.

Given your need for quick repairs, you might want to explore the availability of onsite repair options through ASPs in your area, as this could minimize downtime for your remote employees.

References:

• Surface service and repair options
• Surface Support Portal

Some issues may require an exchange, but take a look at https://learn.microsoft.com/en-us/surface/authorized-service-providers for business depot and onsite repair info.