advice for people who want to contact microsoft for a replacement of their surface pro 4:
Tell them when they call in, they'll give their product number. then they say go to download a tool on our website and they provide a website address. then they say: if you still need assistance, stay on the line. for tech support press 2. if you press 2, they say: for paid service option press one. for free help, press 2. DONT PRESS 2 HERE, because they say: go to surface.com/support then they HANG UP!!!! so i would recommend selecting the paid option, otherwise they will be hung up on. then when they can finally talk to a representative, they can say "i'm not really gonna pay." Another suggestion is to keep pressing 0 until they can speak to a representative. that's what i did and it worked!