How to replace lost, broken, or missing Microsoft software or hardware (326246)

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The Microsoft Supplemental Parts team is available to help you with the following types of questions:

• Order replacement or supplemental products, including disk conversion, service packs for office products, and replacements for damaged, defective, or lost software or hardware.
  
  Note Some parts may require a replacement fee, and shipping and handling costs.
• Order a replacement manual.
  
  Note Books will be replaced only if the original owner of the software requests the replacement. If the software was purchased as resale or was given away, books will not be replaced and you must contact a local retailer.
• Purchase upgrades costs may vary depending on the product upgrades.
• Check the status of an order for any of these items.
  
  If you are looking for information about the status of an order that you made online or when you ordered a part at the subparts phone number, visit the following Microsoft Web site:

  http://status.microsoft.upgrade.com

• Order service pack CDs for Office products.
  
  Service Packs available for download on the Internet may not be immediately available from the Supplemental Parts team. To locate and download your product downloads, visit the following Microsoft Web sites:

  Guide to Software Downloads - Overview
  
  MacTopia Download
  
  Service Pack

To order a replacement for supplemental item, contact the Supplemental Parts team:
Note Proof of purchase is required and there may be a fee for the replacement. The representative whom you speak with can inform you of all specific costs. If a product is no longer in its warranty, the replacement item may not be available.

The Supplemental and Replacement Parts team cannot help you with the following issues:

• Technical Support
  To contact Microsoft Product Support Services (PSS), visit the following Microsoft Web site, and then select the name of your product:

  http://support.microsoft.com/select/?target=assistance

• Replacement Microsoft Original Equipment Manufacturer (OEM) or System Builder software media
  To replace OEM or System Builder software media, contact the OEM where you acquired the software. To determine whether the software is an OEM or System Builder version, follow these steps:
  1. Visit the following Microsoft Web site, and then follow the steps:

     http://support.microsoft.com/default.aspx?id=fh;en-us;oemdirectory

  2. If you determine that you have OEM software, identify whether the software is an OEM or System Builder version
     
     If you have OEM software, the Certificate of Authenticity (COA) has the PC Manufacturer's name listed under the software version name. For more information about COA, visit the following Microsoft Web site:

     http://www.microsoft.com/resources/howtotell/ww/faq.mspx#1

     If you have System Builder software, the COA will list the name "OEM Software" or "OEM Product" under the software version name.
     
     If your OEM software company is no longer in business, contact Microsoft Sales Information at (800) 426-9400 for more information about alternatives to acquire genuine software.
     
     If you purchased your software from a system builder that is no longer in business, you can fill out the following appropriate replacement form and submit it by fax to the number indicated. Note that there will be a $30.00 U.S. charge (plus applicable tax) for media replacement.
     • United States, Canada, Latin America, or South America
       1. Download the replacement request form from the following Web site:

          http://download.microsoft.com/download/b/a/b/babc90a1-b794-4a94-84f5-cbc37827ddca/End-User_Media_Replacement_Form.pdf

       2. Submit the media replacement form by fax to (661) 702-2944.
     • Asia-Pacific (all countries except China and Japan)
       1. Download the replacement request form from the following Web site:

          http://download.microsoft.com/download/a/4/8/a4859ac9-4d13-493b-90c0-59fa5137ccbd/APOC End User Media Replacement Form-FINAL.doc

       2. Submit the media replacement form by fax to (65) 6779 2481.
• Replacement of CD or Product Keys
  To replace a CD or Product Key, you must contact PSS. To locate the appropriate phone number for your product, visit the following Microsoft Web site:

  http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS