Surface device replacement and support made easier within M365 admin center

Published Aug 04 2022 04:14 PM 894 Views

Built into Microsoft 365 Admin Center, the new Microsoft Hardware Support Portal provides a centralized solution to self-serve Surface devices with the features like device warranty lookup, submit device exchange orders and support requests.

 

Overview

Provides status of Surface device repairs order created by you on this platform enabling you to track the delivery of any replacement devices. Access resources to help manage your devices, including troubleshooting, helpful tips, and the latest news from Microsoft Surface.

 

Warranty and Protection Plans

Add one or multiple devices at a time to view your current warranty and protection plans. Sort by coverage status, coverage type or device model.  The Hardware Support Portal gives customers the ability to check the coverage status of their Microsoft devices. Customers can also sort their devices by coverage status, coverage type or device model.

 

Repairs

Customers can use the Hardware Support Portal to open service orders against their Surface devices. Simply, input a serial number or upload a CSV file into the portal, check the coverage status of the device, select the relevant issue type associated with the device, choose the proper service type (exchange or repair), then submit the order. After an order is created, the customer can track open orders or review past repair orders for their devices. Note: It is encouraged to run diagnostic through Surface Diagnostic for Business (SDT4B) before submitting the service order. The users may identify and resolve some of the issues themselves.

 

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Link to the training video: Demo Video

 

Availability:

  • Access is currently limited to Global, Billing, and Service Support Admins. For information on how to add a user -refer to this tutorial deck
  • Surface Hub, Surface Studio and Surface PC accessories are not currently supported for exchange orders -
  • Exchanged devices cannot be shipped to a different country other than the tenant origin
  • This Support Portal is for informational purposes only, is subject to change and should not be interpreted to be a commitment by Microsoft.
  • Bulk Service order is enabled only for advance exchange and the limit is to do 20 serial numbers at a time

 

Try it

The Surface hardware support portal will be available to customers who have active M365 Admin center access. The experience is currently enabled for United States customers only. To gain access, click on the Microsoft hardware support node under Support or click on this LINK to register yourself to use the platform. Note: The User should login to the M365 Admin Center before clicking this link.

 

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*This Support Portal is for informational purposes only, is subject to change and should not be interpreted to be a commitment by Microsoft. 

 

Version history
Last update:
‎Aug 04 2022 04:14 PM
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