Here you can find our first aid page for problems with Microsoft Surface device: 

First Aid MS Surface

Microsoft Surface devices come with 2 years of manufacturer's warranty from Microsoft.

• Identify serial number
• Warranty check

Information on how you report a warranty case for your Microsoft Surface device can be found below.

The Microsoft Surface devices purchased through Project Neptun come with 2 years of manufacturer's warranty from Microsoft.

The warranty is linked to the serial number of the device and it can be verified online: Check Warranty

For more detailed information, we recommend using the Surface app or registering your Surface device in your Microsoft account.

Here you can find the Microsoft Surface warranty conditions.

Please check your package for possible damage immediately upon receipt.

Delivery damage (transport damage)
Delivery damage occurs when the package or packaging is externally damaged (e.g., torn, dented, soaked).

• Do not accept the package or report the damage immediately to the post office.
• Further information can be found here: https://www.post.ch/de/pakete-versenden/schaden-oder-verlust
• Please then inform the Computacenter Inside Sales Team so that they can escalate the case. (mb.ch.ts-sales@computacenter.com / 041 318 40 00

Cosmetic damage (product undamaged but visibly flawed)
Cosmetic damage affects only the product itself, e.g., scratches, small dents, or color defects, even though the packaging is undamaged.

• Report the damage to the Computacenter Inside Sales Team at mb.ch.ts-sales@computacenter.com / 041 318 40 00).

Device is damaged upon receipt or has a hardware defect - DoA cases must be reported to Microsoft via the vendor Computacenter within 30 days of the date on the receipt.

The procedure for reporting a DoA is covered in this document.

Transport damage and cosmetic defects, such as scratches, stains or dents, must be reported immediately to the sales partner Computacenter AG (mb.ch.ts-sales@computacenter.com / 041 318 40 00).

To register a defective Surface for Business device for a warranty claim, it must be reported to Microsoft Surface online Support.

Important: If the user is a minor, warranty claims must be filed by a parent or legal guardian.

In advance, for trouble shooting, you should check your devices integrity with the Surface app, and install and run the Surface Diagnostics Toolkit (to generate a report, select “Run all tests”): Troubleshoot common issues (Surface app and Surface Diagnostics Toolkit)

The warranty for your Surface device can be checked in the Surface app (under "Warranty & Services") or in your Microsoft account (under "Information & Support" > "Device Coverage"): Check warranty

To report a problem to Microsoft, you need to register your Surface in your Microsoft account. To do this, you'll need the serial number of your Microsoft Surface device: Find the serial number

• Link your Surface device to your Microsoft account

To open a case with Microsoft, you can select the affected device in your Microsoft account and report the issue:

• Open a Surface warranty claim

If the issue can be resolved by the support, the case will be closed. If it is determined that the device needs to be repaired or replaced, Microsoft will create a service order.

If you have a problem with the accessories (Surface pen, TypeCover, or power adapter), you can select the problem category “Accessories” when reporting the issue with your Surface in your surface account. Then specify the affected accessory.

• If the accessory in question is not listed there, it can be registered directly as a device in your Microsoft account. The pen and the TypeCover are considered standalone products (each with its own serial number). This means that a problem with a Surface accessory can be reported even if you don't have a registered Surface computer.

If the device is no longer under warranty or if customer-caused damage is found, Microsoft will send you a cost estimate for replacing or repairing the device: Service costs for Surface devices or accessories

Here you'll find information on what to do if your Surface's warranty has expired or if your Surface has damage not covered by the warranty: Service for a Surface outside of warranty

Microsoft Surface accessories usually come with 2 years of manufacturer's warranty.

Important: If the user is a minor, warranty claims must be filed by a parent or legal guardian.

Defective Surface accessories purchased through Projekt Neptun can be reported using the standard Surface Support channel.

If, contrary to expectations, you encounter any issues with the warranty claim process or are dissatisfied with the support, please contact us via email (kontakt@projektneptun.ch).

Please briefly describe the problem and which service provider you contacted (Microsoft itself or a Microsoft service partner). Provide us with the serial number of the affected Surface device and, if possible, case/reference numbers as well as the names of the people involved.

If there is a problems with your Projekt Neptun laptop, you can email us a problem description, we will get back to you on weekdays within 24h: kontakt@projektneptun.ch.

Projekt Neptun Support 

If we can't solve the problem via email, you will get a personal appointment at one of our Help Points during the respective opening hours.

• Microsoft Surface Support
• Download Drivers and Firmware for Surface
• Surface Go Help
• Surface Pro Help
• Surface Laptop Help
• Key support solutions for Surface devices
• Surface App & Surface Diagnostic Toolkit
• Restore or Reset Surface for Windows
• Create and use a USB recovery drive for Surface
• Download Surface Recovery Image
• Microsoft Warranty Terms
• Microsoft Account Help