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u/abc69

Last night I submitted a request to exchange my Surface Pro 4 (still under warranty) since it has not been able to wake up from hibernation mode. Yes, I have tried the hotkeys, recharging the device, and pressing the volume buttons 3 times within 2 seconds.
My question is: Should I extract the info from the SSD before shipping in the device? I am trying to reach a person on the support page but it only allows me to speak to the virtual agent.
Thank you

