I have contacted MS support four times. I even did a in store exchange for a minor cosmetic issue in the first batch and they exchanged it without hassle, they didn't have to do it either.
I have had to contact them for pen tips (twice) and a defective power cord. The service was top notch and again without any hassle to me.
Not everyone will have the same uniform experience, but I would guess that majority have had positive results with MS service.
I am sure you are upset, but starting a thread saying don't ever buy a MS product because I had a bad experience is just silly.