I had a surface pro 1, and when it decided to randomly completely fail, I called and was met with the same kinda customer service treatment you explained. They

I had a surface pro 1, and when it decided to randomly completely fail, I called and was met with the same kinda customer service treatment you explained. They offered to replace my week old tablet with a refurb if I shipped mine to them and waited a couple weeks. I found out there was a MS store right by where my internship was, so I stopped by, explained my problem and showed it to them, and they handed me a new replacement on the spot. So yeah, same experience here lol. I wasn't going to mention it because I figured they had gotten better by now. I'm sad to hear they haven't! That.. means I probably won't be buying any surface hardware again lol.