Anyone following the Amazon Surface Book reviews? Seems like a whole bunch of the negative reviews have to do with issues in after sales customer care handling?
That stuff is a bit of case by case deal but many reviews note "review moderation" and inability of replace to new or lack of advice on what to do if one wants new instead of return. I just note this as I think I've seen this same complaint over 10 times now between Amazon and MS store and no response. Some bean counter is not calculating how much it costs when potential buyers see these reviews.
I saw some reviews that they were adviced to get refund then buy again instead of going through support, but imo that's not the most obvious route to some buyers who are faced with some issue that might be a defect but you are not sure so you go first to support instead of for refund and then support says their policy is not to replace with new device and then you have unhappy customer.
eg. My latest PC build had a ton of issues and I didn't report any as they were such that just explaining all the issues and the configuration etc would take DAYS and some of them might have been issues in my configuration (5 combo-box settings for USB!). One issue was case internal paint affecting PSU case/shield grounding - the intermittent contact caused disconnections in the ground paths and so the ground level changed because part of the case was floating and other part was mains ground level, other worry was the mainboard tray& mb flex - if you accidentally flex it during install you then won't know if that might've caused some mysterious issues or not. (turns out it was the grounding deal -- had to re-screw all the screws multiple times to expose more of the metal for the ground contact).
And yeah I had to diagnose this latest PC build with.. a multi-meter. So I know it was that issue but it took days to come to realize that issue!