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Have you tried a Microsoft Store? Assuming you are in the US or Canada. Each store had a business team that should be able to help.

To address touch issues,I delete the calibration info and just let the screen pick up what it will. Works better than trying to calibrate it for touch or pen. This fixes issues with not being able to bring up the charms bar or choose apps by swiping down on most surfaces I've dealt with.

I sell hundreds of Surface units, and the serials seem to be quite random - even on units from the same lot and batch.