Microsoft Device Service Terms and Conditions

SECTION 20 CONTAINS A BINDING ARBITRATION CLAUSE AND CLASS ACTION WAIVER IF YOU LIVE IN (OR, IF A BUSINESS, YOUR PRINCIPAL PLACE OF BUSINESS IS IN) THE UNITED STATES. IT AFFECTS YOUR RIGHTS ABOUT HOW TO RESOLVE A DISPUTE WITH MICROSOFT. PLEASE READ IT.

1. INTRODUCTION

If you submit a request for service (the “Service”) for your Microsoft manufactured device (”Microsoft Device(s)”), you accept and agree to these Service Terms and Conditions and any other applicable terms, conditions, policies, or disclaimers found on http://support.microsoft.com (the “Agreement”). We encourage you to read these terms carefully. These terms apply to Service (including repair, replacement, and refund) for all Microsoft Devices, Advanced Exchange Devices, and replacement devices provided or purchased.

IF YOU DO NOT AGREE TO THESE MICROSOFT DEVICE SERVICE TERMS AND CONDITIONS, PLEASE DO NOT SUBMIT A REQUEST FOR SERVICE.

2. MODIFICATION OF MICROSOFT DEVICE SERVICE TERMS AND CONDITIONS

At any time, Microsoft may update the Microsoft Device Service Terms and Conditions without providing you notice. You are responsible for understanding these terms and conditions before submitting a new Service request; if you continue to use the website or submit a Service request, you will have agreed to the amended terms. Updates apply only to Service requests submitted after the update was posted.

3. WARRANTY AND EXTENDED SERVICE PLAN COVERAGE

In the event of any conflict between this Agreement and the Microsoft-issued warranty, guarantee, or extended service plan for your Microsoft Device, the terms of the Microsoft-issued warranty, guarantee, or extended service plan will apply to the Service for your Microsoft Device. Be sure to keep a copy of your proof of purchase for your Microsoft Device. We may require you to provide proof of purchase to us if there is any question as to your Microsoft Device’s eligibility for either free-of-charge warranty service, or extended service plan coverage.

4. LIMITATIONS ON USE BY MINORS

You must be at least 18 years of age to submit a Service request on http://support.microsoft.com; if you submit a service request, you are responsible for complying with this age requirement.

5. USE OF INFORMATION ABOUT YOU

Microsoft takes care of information about you and your order history according to the terms of the Microsoft Privacy Statement.

6. ACCURACY OF BILLING AND ACCOUNT INFORMATION

When you submit a Service request for your Microsoft Device, you agree to provide current, complete, and accurate payment, account, and contact information and to promptly update that information, so that we can complete your transaction and contact you as needed.

7. PAYMENT

Unless service for your Microsoft Device is covered by the Microsoft-issued warranty, guarantee, or extended service contract, you agree to pay the estimated Service charges at the time you submit a service request (either by phone through our customer service agent or online). The estimated charges include all parts and labor required for Service, shipping charges, plus applicable tax. For Advance Exchange Service, please review the terms in Section 16, below.

8. WITHDRAWAL OF SERVICES

You will lose your right of withdrawal if the Service has been fully performed, provided that the performance has begun with your prior express consent and with the acknowledgement that you will lose your right of withdrawal once the Service has been fully performed by us. Service cancellations and refunds are not available if Microsoft has received your Microsoft Device for Service and has shipped your repaired or replacement Microsoft Device to you, or for any Advance Exchange Service once Microsoft has sent you the Advance Exchange Device.

9. LIABILITY FOR DAMAGE DURING SHIPPING

If you send in your Microsoft Device for Service, you are responsible to have it properly packaged to prevent damage while in transit for Service. You are also responsible for insurance coverage for any loss or damage to the Microsoft Device while in transit for Service. We will notify you if the Microsoft Device is damaged in any way in transit for Service; you will be responsible for any damage incurred before we receive your Microsoft Device.

After we have shipped back your Microsoft Device to you, if it arrives in a damaged condition, you must notify Microsoft of the damage within 2 days after you receive it by contacting http://support.microsoft.com. If you fail to contact Microsoft regarding any damage to your Microsoft Device within 2 days after you receive it, you will be responsible for any damage.

10. DATA TRANSFER AND SOFTWARE INSTALLATION

Before you send your Microsoft Device to Microsoft for Service, you are responsible to back up all existing data, software, and programs, to remove or erase all existing data, and remove any storage device. In order to perform comprehensive testing and diagnostics on your Microsoft Device, your Device will be reset to its original factory state. This process will erase all programs and personal data on your Device.

If Service of your Microsoft Device involves transferring information or installing software, you will submit a service request only if you have the legal right to: (1) copy the information, including verifying that your Microsoft Device does not contain illegal files or data; and (2) agree to the terms of the software license; you authorize Microsoft to transfer the information and accept those terms for you in performing the Service.

Microsoft is not responsible for loss, recovery, or compromise of data, programs or loss of use of equipment resulting from Service of your Microsoft Device.

11. ABANDONED PROPERTY

Microsoft will ship your Microsoft Device to the mailing address submitted when you authorized Service, unless you give us alternate instructions in writing. If your device is returned to Microsoft because delivery could not be completed at that address, Microsoft will attempt to contact you for an alternate address. If you do not provide an address where Microsoft or its agent may deliver your device within 60 days after the original delivery attempt, Microsoft will notify you that it considers your device abandoned. If your device is abandoned, Microsoft may dispose of your Microsoft Device (in accordance with applicable law); specifically, Microsoft may sell your device at a private or public sale to pay for any outstanding Service. Microsoft reserves its statutory and any other lawful liens for unpaid charges.

12. LIABILITY FOR OTHER PROPERTY

When you send your Microsoft Device in for Service, do not send any personal property or other Microsoft products with that Microsoft Device (this includes accessories for which you did not request Service, games, books, etc.); you are responsible for the loss of any personal property that you send to Microsoft. Other than the items that were required for the service of your Microsoft Device or its replacement, Microsoft does not guarantee that any personal property will be returned to you.

13. DEVICE SERVICE PROCESS

In accordance with Section 10, your Device will be reset to its original factory state during testing. If your Device is found to function as designed after testing, it will be returned to you with its original factory settings. If an issue is found, your Device may be repaired or replaced by new or refurbished goods of the same functionality, at Microsoft’s discretion, in accordance with applicable laws for your country or region.

14. SPECIAL EDITION MICROSOFT DEVICES

If you send a special edition Microsoft Device to Microsoft for Service, Microsoft will use commercially reasonable efforts to return the same or similar special edition Microsoft Device to you; this will depend on its availability at the time of Service (special editions may no longer be available). Microsoft reserves the right to replace the Microsoft Device with a similar or better Microsoft Device.

15. EXCLUSIONS FROM SERVICE

To the extent permitted by your local law, Microsoft is not responsible, and your Manufacturer’s Limited Hardware Warranty & Agreement does not apply (and Microsoft may not offer service even for a fee) to:
(a) a Microsoft Device not purchased from Microsoft or an authorized retailer or reseller; (b) damage caused by use with products, applications, or services not manufactured, licensed, or supplied by Microsoft (including, for example, games and accessories not manufactured or licensed by Microsoft, and “pirated” games); (c) a Microsoft Device that has had its serial or IMEI number altered or removed; (d) damage caused by any external cause (including, for example, by being dropped, exposed to liquid, or used with inadequate ventilation); (e) damage caused by use not in accordance with the user manual or any other instruction Microsoft provided; (f) damage caused by repairs or modifications done by someone other than Microsoft or a Microsoft authorized service provider; (g) scratches, dents, other cosmetic damage, or damage reasonably expected as a result of normal wear and tear; (h) damage caused by hacking, cracking, viruses or other malware, or by unauthorized access to services, accounts, computer systems, or networks; (i) a Microsoft Device that has had its software or hardware modified to alter its functionality or capabilities using malicious code, malware, bots, worms, trojans, backdoors, exploits, cheats, fraud, hacks, hidden diagnostics, or other mechanisms:

  1. to disable security or content-protection mechanisms;
  2. to give the user an unfair advantage or degrade other users’ experience in online gaming;
  3. to deceive or defraud Microsoft or others; or
  4. that may harm the Microsoft Device or our systems.

You must request an authorized Service order by phone or online before sending your Microsoft Device to Microsoft. If you don’t, or if one of the exclusions from service above applies, we may return the Microsoft Device to you without service.

16. ADDITIONAL TERMS FOR ADVANCE EXCHANGE PROGRAM

In certain countries, Microsoft offers Advance Exchange Service (“AES”), under which you can receive a device prior to shipping your Microsoft Device to Microsoft for service, with certain conditions. If your Microsoft Device qualifies, Microsoft will ship a replacement device (the “Advance Exchange Device”) to your designated location when you request covered warranty service. You must return the original Microsoft Device to Microsoft within fourteen (14) days from the date Microsoft ships the Advanced Exchange Device. When you elect to add AES to your request for covered warranty service, you AGREE to the following terms:

  1. Your Microsoft Device will not qualify for AES if the Device is damaged and/or is not covered under the Microsoft Manufacturer’s Limited Hardware Warranty & Agreement, the Extended Hardware Service plan, or the Microsoft Complete plan, as applicable.
  2. The Advance Exchange Device will be shipped to you in a box that includes a prepaid shipping label.
  3. You must use the prepaid shipping label to return the Microsoft Device for which you received an Advanced Exchange Device and are requesting warranty service. You will need to return your original Microsoft Device in the same box within 14 days from the date Microsoft ships you the Advanced Exchange Device.
  4. To guarantee that the original Microsoft Device is returned, Microsoft may request that you provide us with a valid credit card number. In such a case, YOUR CREDIT CARD WILL NOT BE CHARGED if you return the original Microsoft Device (with the serial number you have provided to us) within 14 days from the date Microsoft ships you the Advanced Exchange Device.

You will be liable for the cost of the Advanced Exchange Device and a handling fee equal to the current MSRP of the Advanced Exchange Device if: (1) Microsoft does not receive the original Microsoft Device within 14 days from the date Microsoft ships you the Advanced Exchange Device as indicated by the carrier’s tracking system; (2) the Microsoft Device is not under warranty; and/or (3) the Microsoft Device is excluded from warranty or service. If Microsoft has asked you for your credit card number, YOUR CREDIT CARD WILL BE CHARGED FOR SUCH AMOUNTS AUTOMATICALLY.

If you have any questions, please contact support at http://support.microsoft.com

17. LIMITED POST-SERVICE WARRANTY

In servicing your Microsoft Device, Microsoft warrants (1) that Service will be performed in a workmanlike manner and (2) that all parts or products used in the Service will be free from defects in materials and workmanship for either the remainder of the term of your Microsoft-issued warranty, guarantee, or extended service plan or 90 days from the date of Service, whichever is greater. This post-Service warranty is an express warranty. If non-conforming Service is provided or a defect arises in a replacement part or product during the 90-day warranty period, at its option, Microsoft will: (1) repair the part or product, using new, used or refurbished replacement parts; (2) replace the part or product with a new, used or refurbished equivalent part or product; or (3) refund your payment for the Service.

Microsoft is not responsible and this post-Service warranty does not apply (and Microsoft may not offer service even for a fee) to:

(a) [intentionally left blank], (b) damage caused by use with products, applications, or services not manufactured, licensed, or supplied by Microsoft (including, for example, games and accessories not manufactured or licensed by Microsoft, and “pirated” games); (c) a Microsoft Device that has had its serial or IMEI number altered or removed; (d) damage caused by any external cause (including, for example, by being dropped, exposed to liquid, or used with inadequate ventilation); (e) damage caused by use not in accordance with the user manual or any other instruction Microsoft provided; (f) damage caused by repairs or modifications done by someone other than Microsoft or a Microsoft authorized service provider; (g) scratches, dents, other cosmetic damage, or damage reasonably expected as a result of normal wear and tear; (h) damage caused by hacking, cracking, viruses or other malware, or by unauthorized access to services, accounts, computer systems, or networks; (i) a Microsoft Device that has had its software or hardware modified to alter its functionality or capabilities using malicious code, malware, bots, worms, trojans, backdoors, exploits, cheats, fraud, hacks, hidden diagnostics, or other mechanisms:

  1. to disable security or content-protection mechanisms;
  2. to give the user an unfair advantage or degrade other users’ experience in online gaming;
  3. to deceive or defraud Microsoft or others; or
  4. that may harm the Microsoft Device or our systems.
You must request an authorized Service order by phone or online before sending your Microsoft Device to Microsoft. If you don’t, or if one of the exclusions from service above applies, we may return the Microsoft Device to you without service.

18. LIMITATION OF LIABILITY

IF ANY DEVICE SHOULD BE DAMAGED OR LOST WHILE IN MICROSOFT’S CUSTODY, MICROSOFT’S LIABILITY WILL BE LIMITED TO THE COST OF REPAIR OR REPLACEMENT OF THE AFFECTED MICROSOFT DEVICE. IF YOUR LAW PERMITS YOU TO RECOVER DAMAGES DESPITE THIS LIMITATION, MICROSOFT’S ENTIRE LIABILITY TO YOU FOR DAMAGES ARISING FROM ANY CAUSE WHATSOEVER WITH RESPECT TO THE SERVICE OF YOUR MICROSOFT DEVICE, WHETHER DUE TO MICROSOFT’S NEGLIGENCE OR TO ANY OTHER CAUSE—AND YOUR ONLY REMEDY—IS LIMITED TO DIRECT DAMAGES UP TO THE GREATER OF: (i) THE COST TO REPAIR OR REPLACE THE MICROSOFT DEVICE; OR (ii) THE TOTAL AMOUNT YOU PAY TO MICROSOFT FOR THE SERVICE. MICROSOFT HAS NO LIABILITY WHATSOEVER FOR INDIRECT, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, SUCH AS LOST PROFITS OR REVENUE. MICROSOFT HAS NO LIABILITY FOR LOSS OF OR DAMAGE TO DATA OR SOFTWARE APPLICATIONS WHILE PERFORMING SERVICE.

19. SUBCONTRACTORS

Microsoft may subcontract with third-party service providers to service your Microsoft Device.

20. BINDING ARBITRATION AND CLASS ACTION WAIVER IF YOU LIVE IN (OR, IF A BUSINESS, YOUR PRINCIPAL PLACE OF BUSINESS IS IN) THE UNITED STATES

We hope we never have a dispute, but if we do, you and we agree to try for 60 days to resolve it informally. If we can’t, you and we agree to binding individual arbitration before the American Arbitration Association (“AAA”) under the Federal Arbitration Act (“FAA”), and not to sue in court in front of a judge or jury. Instead, a neutral arbitrator will decide, and the arbitrator’s decision will be final except for a limited right of review under the FAA. Class action lawsuits, class-wide arbitrations, private attorney-general actions, and any other proceeding where someone acts in a representative capacity aren’t allowed. Nor is combining individual proceedings without the consent of all parties.

  1. Disputes Covered—Everything Except IP. The term “dispute” is as broad as it can be. It includes any claim or controversy between you and Microsoft concerning the Microsoft Device, Advance Exchange Device, any replacement device provided or purchased, the Service, any price, advertising, marketing, communications, your purchase transaction, billing, or this Agreement, under any legal theory including contract, warranty, tort, statute, or regulation, except disputes relating to the enforcement or validity of your, your licensors’, our, or our licensors’ intellectual property rights.
  2. Mail Notice of Dispute First. If you have a dispute and our customer service representatives can’t resolve it, send a Notice of Dispute by U.S. Mail to Microsoft Corporation, ATTN: CELA ARBITRATION, One Microsoft Way, Redmond, WA 98052-6399. Tell us your name, address, how to contact you, what the problem is, and what you want. A form is available at aka.ms/us-notice-of-dispute. We’ll do the same if we have a dispute with you. After 60 days, you or we may start an arbitration if the dispute is unresolved.
  3. Small Claims Court Option. Instead of mailing a Notice of Dispute, you may sue us in small claims court in your county of residence (or, if a business, your principal place of business) or King County, Washington, if you meet the court’s requirements.
  4. Arbitration Procedure. The AAA will conduct any arbitration under its Commercial Arbitration Rules (or its Consumer Arbitration Rules if you are an individual and use the Microsoft Device for personal or household use, or if the value of the dispute is $75,000 or less whether or not you are an individual or how you use the Microsoft Device). For more information, see www.adr.org or call 1-800-778-7879. To start an arbitration, submit the form available at aka.ms/us-arbitration to the AAA; mail a copy to Microsoft. In a dispute involving $25,000 or less, any hearing will be telephonic unless the arbitrator finds good cause to hold an in-person hearing instead. Any in-person hearing will take place in your county of residence (or, if a business, your principal place of business) or King County, Washington. You choose. The arbitrator may award the same damages to you individually as a court could. The arbitrator may award declaratory or injunctive relief only to you individually to satisfy your individual claim. Under AAA Rules, the arbitrator rules on his or her own jurisdiction, including the arbitrability of any claim. But a court has exclusive authority to enforce the prohibition on arbitration on a class-wide basis or in a representative capacity.
  5. Arbitration Fees and Payments
    1. Disputes Involving $75,000 or Less. Microsoft will promptly reimburse your filing fees and pay the AAA’s and arbitrator’s fees and expenses. If you reject our last written settlement offer made before the arbitrator was appointed, your dispute goes all the way to an arbitrator’s decision (called an “award”), and the arbitrator awards you more than this last written offer, we will: (i) pay the greater of the award or $1,000; (ii) pay your reasonable attorney’s fees, if any; and (iii) reimburse any expenses (including expert witness fees and costs) that your attorney reasonably accrues for investigating, preparing, and pursuing your claim in arbitration.
    2. Disputes Involving More than $75,000. The AAA rules will govern payment of filing fees and the AAA’s and arbitrator’s fees and expenses.
  6. Must File Within One Year. You and we must file in small claims court or arbitration any claim or dispute (except intellectual property disputes—see Section 20(a)) within one year from when it first could be filed. Otherwise, it is permanently barred.
  7. Severability. If any part of Section 20 (Binding Arbitration and Class Action Waiver) is found to be illegal or unenforceable, the remainder will remain in effect (with an arbitration award issued before any court proceeding begins), except that if a finding of partial illegality or unenforceability would allow class-wide or representative arbitration, Section 20 will be unenforceable in its entirety.
  8. Conflict with AAA Rules. This Agreement governs if it conflicts with the AAA’s Commercial Arbitration Rules or Consumer Arbitration Rules.

21. CHOICE OF LAW AND LOCATION FOR RESOLVING DISPUTES

United States. If you live in (or, if a business, your principal place of business is in) the United States, the laws of your State of residence (or, if a business, your principal place of business) govern the interpretation of this Agreement, claims for breach of it, and all other claims (including consumer protection, unfair competition, implied warranty, and tort claims), regardless of conflict of laws principles, except that the FAA governs all provisions relating to arbitration. You consent to the exclusive jurisdiction and venue of state and federal courts in King County, Washington, USA for all disputes relating to the Service or this Agreement that are heard in court (not arbitration and not small claims court).

Canada. If you live in (or, if a business, your principal place of business is in) Canada, the laws of your Province of residence (or, if a business, your principal place of business) govern the interpretation of this Agreement, claims for breach of it, and all other claims (including consumer protection, unfair competition, implied warranty, and tort claims), regardless of conflict of laws principles. You consent to the exclusive jurisdiction and venue of courts in Ontario for all disputes relating to the Service or this Agreement

Elsewhere. If you live (or, if a business, your principal place of business is located) outside the United States or Canada, the laws of your country of residence (or, if a business, your principal place of business) govern the interpretation of this Agreement, claims for breach of it, and all other claims (including consumer protection, unfair competition, implied warranty, and tort claims), regardless of conflict of laws principles.

22. ENTIRE AGREEMENT; SEVERABILITY; FORCE MAJEURE

This is the entire Agreement between you and Microsoft for Service for your Microsoft Device. Microsoft does not authorize any variance or modification of this Agreement. If any provision of this Agreement is determined to be invalid or unenforceable, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the Agreement will continue in effect. Section 20(g) says what happens if parts of Section 20 (arbitration and class action waiver) are found to be illegal or unenforceable. Section 20(g) prevails over this section if inconsistent with it. Microsoft is not responsible for any failures or delays in performing Service that are due to events outside its reasonable control.

23. NOTICES FOR CALIFORNIA CONSUMERS

An estimate for repairs as required (Section 9844 of the California Business and Professions Code) will be given to the customer by the service dealer in writing, and the service dealer may not charge for work done or parts supplied in excess of the estimate without prior consent of the customer. Where provided in writing, the service dealer may charge a reasonable fee for services provided in determining the nature of the malfunction in preparation of a written estimate for repair. For information, contact the Bureau of Electronic and Appliance Repair, Department of Consumer Affairs, Sacramento, CA 95814.

A buyer of a Microsoft Device in California has the right to have the device serviced and repaired during the warranty period. The warranty period will be extended for the number of whole days that the device has been out of the buyer’s hands for warranty repairs. If a defect exists during the warranty period, the warranty will not expire until the defect has been fixed. The warranty period also will be extended if the warranty repairs have not been performed due to delays caused by circumstances beyond the control of the buyer, or if the warranty repairs did not remedy the defect and the buyer notifies the manufacturer or seller of the failure of the repairs within 60 days after they were completed. If, after a reasonable number of attempts, the defect has not been fixed, the buyer may return the device for a replacement or a refund subject, in either case, to deduction of a reasonable charge for usage. The time extension does not affect the protection or remedies the buyer has under other laws.

LAST UPDATED February 2019

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