actually what I meant is, or what the challenger guy told me is, not about the 1st X days 1-to-1 exchange, but it is during the 1 year warranty period, if there is defect, upon calling MS, MS will send a guy over, with a replacement, then take your set back. there is no repair, ect, 1-to-1 exchange, refurbished or what, i dun know. but if after that, MS found your replaced set was due to accidental/human damage, they will come back to you.
the above is the sales guy told me one.
He is correct. You report on MS hotline or online to report your warranty claims. They will do some troubleshooting over the phone. Once confirmed its highly a factory defect, they will send over someone to collect and replace your unit as UV mentioned. Yes, either brand new or refurbished sets. Surface has the highest difficulty to repair.