Information transfer when sending my surface device for repair

Question

Hello, I was recently working on my surface book 2 when, long story short, turned off will no longer turn on. This happened without any warning signs, and I did not have any opportunity to back up my hard drive, nor am I able to get any information off the device since it will not power up. After going through the troubleshooting steps, it appears that I will need to send my device in for repair.

Since it is out of warranty, I understand that I will pay the fee, and Microsoft will exchange my device with another used device that has been refurbished. It will then repair and keep my device to similarly pass on to the next customer who sends in their device for a repair, and so the cycle continues. I understand that before my device is passed on, all data will be wiped, so as to protect it.

    My question is this: Will my current data be transferred to the new device before it is sent to me, so that the device that I receive is functionally the same as the one I sent in? Or will I receive a factory-reset blank slate, having lost all of my important documents and information forever?

Answer 1

We still have not received any response from you in the last 72 hours. Please feel free to create a new thread if you have different and new concerns.

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Answer 2

We have noticed that you haven’t replied to our last response. We would like to know if you still need assistance with your concern. If yes, kindly reply back so we can further assist you.

Hope to hear from you.

Answer 3

Hello LoganDally,

Thanks for reaching Microsoft Community. We're sorry to hear about what happened to your device. We totally understand how concerned you are to your files and data on the device.

Please be informed that as per repair or exchange process, the data on your device will be wiped out and no longer be retrievable. That is why you're required to back up your files prior in sending it to our service center. With that being said, you will receive a factory default device which you need to set up again.

If this answers your question, please let our Community know by marking this post as an answer. This helps others who may have the same concern as you.

Kind regards,

StevenK