I feel you on your frustrations. I recently went through this with my Surface Pro 7+. Earlier in the year I was able to get advance replacement done, but back in September that option was no more. I was able to get to speak to phone support, but either I got someone in a call center that must have been using fans for aircon cause the background noise was loud & she was unhappy. As was the due I spoke to later on. They did email me like once maybe 2x at most a day about what I should be doing once I found out that UPS damaged my device shipping it to them(wasn’t worth the effort to investigated I just wanted my machine). If MS wasn’t the really the only one offering this form factor with an easily swappable SSD drive I’d switch to a Lenovo, Dell, or HP business device & run a tablet+pen friendly Linux version.
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