Surface repair status

Iva Zovkic 0 Reputation points
2026-08-16T13:57:06.5+00:00

I sent my brand new Surface Pro back for repair. Tracking info from UPS says it arrived 6 days ago, but it still hasn't been scanned by Microsoft to indicate it was received. Is this normal? It's impossible to get anyone on the phone or a chat to determine if my computer is in a repair queue or if it has even been received. Considering the huge cost of this computer, I find this lack of communication incredibly infuriating. There are also no tags that match my issue.

Surface | Other
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  1. Clary-N 14,635 Reputation points Microsoft External Staff Moderator
    2026-08-17T00:31:10.04+00:00

    Hi Iva Zovkic,

    I understand how concerning this is, especially for a brand-new Surface Pro. While delays can occur between UPS marking a package as delivered and Microsoft scanning it into the repair system, I recommend contacting Surface Support directly so they can check the status of your repair.

    To reach a live Surface support agent:

    1. Go to Contact Microsoft Support and sign in with your Microsoft account.
    2. Type Live Support and select Get help.
    3. Scroll down and choose Contact support.
    4. Under Products and services, select Surface.
    5. Choose your Surface model and select Confirm.
    6. Select the support option that best fits your needs:
      • Chat with a support agent in your web browser
      • Provide your phone number and have a support agent call you
      • Submit a repair request

    Have your service order number and UPS tracking number available, as they should help the support team investigate the repair status.

    I hope you're able to get an update soon.

    Best regards.

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  2. AI answer

    2026-08-16T13:57:20.6033333+00:00

    Yes. A delay between the carrier showing delivered and the repair status showing received is documented as normal.

    For Surface repair orders, the status "Your package is on its way to us" can remain for a while because there may be a delay from when the carrier marks the package as delivered to when Microsoft acknowledges receipt. Once it is scanned in, the status should change to "Your package has arrived".

    To check the repair status:

    1. Go to Microsoft account | Devices and sign in.
    2. Select the Surface device tied to the service order.
    3. Select Check status next to Service Orders.

    From there, it is possible to:

    • Track the progress of the order.
    • View the shipping label and tracking number.
    • Cancel an active order if it is no longer needed.

    What the current timing means:

    • UPS showing delivery does not necessarily mean the device has already been scanned into the repair workflow.
    • After Microsoft processes the device, the next shipping notification is typically sent within 6 to 8 business days for the return step, though delays can happen because of inventory or shipping.

    If the order still does not appear correctly in the Devices page, or the status has not updated after this delay, the documented next step is to contact Microsoft Support through the support contact page.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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