Stolen after repair

Judith Mueller 0 Reputation points
2026-08-24T16:38:11.1133333+00:00

Dear community,

I send in my surface for repair according to Microsoft instruction. It was supposedly send back, but I received only my empty laptop bag and a receipt.

I tried to answer to the instruction e-mails but it is a no reply. I cannot manage although having done one round after the other in the support area to get in touch with Microsoft. The company needs to file the complaint with UPS.

Thankful for any recommendations.

Surface | Other
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  1. S.Sengupta 32,021 Reputation points MVP Volunteer Moderator
    2026-08-25T02:04:36.0533333+00:00

    Microsoft’s own support documentation says that after a service order is processed, the repaired/replacement device is supposed to be shipped back with tracking information, and the repair order can be checked through the Microsoft Devices portal

    Shipping and repair options for service orders

    The fact that you received only an empty laptop bag and a receipt is particularly important. You should make clear that you are not asking for another troubleshooting session. The issue is now a missing Surface during/after Microsoft's service shipment, and Microsoft needs to investigate the carrier shipment.

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