Article ID: 326246
Article Last Modified on 12/14/2007
APPLIES TO
- Customer Service and Support Information
This article was previously published under Q326246
SUMMARY
This article describes how to replace Microsoft software or hardware, order service packs and product upgrades, or replace product manuals. The Microsoft Supplemental Parts team is available to help customers in North America who need any of the following:
- Replacements for Microsoft software or hardware
- Service packs on CD
- Product upgrades
- Replacement product manuals
Contact information
Contact the Microsoft Supplemental Parts team as follows:
- United States: (800) 360-7561, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.
- Canada: (800) 933-4750, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.
- TTY customers: Contact Microsoft at (800) 718-1599, Monday through Friday, 5:00 A.M. to 7:00 P.M. Pacific Time.
Check the status of your order
To check the status of an order that you placed online or over the telephone, visit the following Microsoft Web site:
Replacements for damaged, defective, or lost Microsoft software or hardware
To receive assistance from the Microsoft Supplemental Parts team for a replacement request, you must be in possession of the product. Additionally, you must be able to provide a proof of purchase when you request the replacement. There may be replacement costs and shipping and handling fees. The customer service representative can inform you of any fees. If a product is no longer under warranty, the replacement item may no longer be available.
Note Follow the instructions in the OEM section if you have to replace Microsoft software or hardware that was distributed by the original equipment manufacturer (OEM) or a System Builder.
Product purchases
If you need help with product purchases, visit the Microsoft Product Information Center Web site:
Orders for Microsoft product service packs
Assistance is available to order product service packs on CD.
Service packs that are available for download on the Internet may not be immediately available from the Supplemental Parts team. To locate and download service packs, visit the following Microsoft Web site:
Product media exchange
Assistance is available for customers who have to exchange Microsoft product media from CD to DVD or from DVD to CD. Shipping and handling fees may apply.
Replacement product manuals
Product manuals will be replaced for the original owner of the software. If you purchased resale software or if the software was given to you, you must contact a retailer to purchase a product manual.
MORE INFORMATION
Replacement OEM or System Builder software media
To replace Microsoft software that was distributed with your computer by an OEM or a System Builder, contact the OEM or the System Builder directly.
- For computer manufacturers' contact information, visit the following Microsoft Web site:
- If the product was distributed by an OEM or a System Builder, the product ID will contain the letters OEM. Visit the following Microsoft Web site, select the appropriate product family, and then follow the steps to locate the product ID:
- For OEM software, the Certificate of Authenticity (COA) lists the computer manufacturer's name under the software version name. For more information about the COA, visit the following Microsoft Web site: If you have System Builder software, the COA lists "OEM Software" or "OEM Product" under the software version name.
End-User Media Replacement Form
If you purchased your software from a System Builder who is no longer in business, you can complete the End-User Media Replacement Form and submit the form by e-mail or by fax. Be aware that there is a $30.00 U.S. charge (plus applicable tax) for media replacement. To submit a media replacement form, follow these steps:
- Europe, Middle East, and Africa
- To download the End User Media Replacement Form, visit the following Web site:
- Submit the media replacement form by e-mail to csdsbc@msdirectservices.com or by fax to (49) 5241-9049779.
- United States, Canada, Latin America, or South America
- To download the End User Media Replacement Form, visit the following Web site:
- Submit the media replacement form by e-mail to sbcreplacea@msdirectservices.com or by fax to (661) 244-4401.
- Asia-Pacific
- To download the End User Media Replacement Form, visit the following Web site:
- Submit the media replacement form by e-mail to sbccoacd@microsoft.com or by fax to (65) 6779 2481.
Issues that are handled by other Microsoft teams and how to contact those teams
License Technology Guarantee
For help, send e-mail to ots@ltg.info.
Technical support
To contact Microsoft Customer Service and Support, visit the following Microsoft Web site:
Select the name of the product to view the support options and contact information.
Replacement product key
To replace a product key, contact Microsoft Customer Service and Support. To locate the appropriate telephone number, visit the following Microsoft Web site:
International replacement requests
International replacement requests should be directed to the appropriate local subsidiary. For more information, visit the following Web site:
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