I return such things rather than get them exchanged.
Just want everyone to know that I purchased a brand new Surface from Best Buy. After a week or so it was defective so I called support and they walked me through a number of steps until they said it was defective and I should send it back to them. Fool that I was, I sent it back to Microsoft. They sent me a new one (or so I thought) about a week or so later. It came without my power cord (which they neglected to tell me not to send). Then followed weeks of calls and emails in which they accused me of stealing the power cord, which I had sent to them. After about three weeks they sent me a power cord. Now, I finally have the use of the tablet after about 6 weeks and lo and behold it doesn't work well. There is a problem with the HD port. Back and forth to Best Buy, replacing cables, buying new ones etc. After about two hours on the phone tonight I come to find out they sent me a refurbished tablet. So, I purchased a new tablet that was defective, their policy is to send out refurbished no matter what and so now I am stuck with another defective tablet, refurbished and there is no one who will do anything to help me. Microsoft has the absolute worst support group and all the say is I'm sorry but it will be refurbished. I'm sorry I didn't buy a refurbished one to begin with. I'm wondering if it is fraudulent to do this to people. Any suggestions? I am not a rich person and I am sick over this.